Case Study: Achmea achieves higher customer satisfaction and first-call resolution with Surfly

Achmea drives growth by embedding technology that improves the everyday life of their customers

Achmea, a large insurance company with more than 13 million customers across six countries, wanted to improve customer service across its many brands and create more memorable interactions despite having limited opportunities to speak directly with customers. It turned to Surfly’s co-browsing technology to add a digital interaction layer to its existing contact center setup.

With Surfly, Achmea enabled agents to visually guide customers in real time during phone calls and web chats without requiring any software downloads. The solution improved first-call resolution rates and Net Promoter Scores (NPS), while also delivering a low-cost implementation that helped Achmea strengthen customer relationships and improve overall satisfaction.

Achmea