Case Study: Achmea improves NPS by 11 points with TechSee Visual Assistance

Achmea improves NPS by 11 points with TechSee

Achmea, a large European insurance provider, sought to optimize its claims process to reduce handling costs and create a friction-free experience for its policyholders in a competitive market. To address this challenge, Achmea partnered with vendor TechSee to implement its Visual Assistance technology.

TechSee's visual platform was deployed across customer touchpoints, using live visual assistance in contact centers and visual automation in self-service. This solution significantly improved key metrics for Achmea, including an 11-point increase in Net Promoter Score and a reduction in the average claim cycle time and cost per claim. TechSee enabled more claims to be resolved on the first notice, boosting both customer and agent satisfaction.

Achmea