Case Study: MAPFRE reduces support costs and boosts employee autonomy with tts performance suite

How MAPFRE, one of the world's leading insurance companies, uses tts performance suite to increase employee autonomy, reduce support costs and accelerate digital transformation

MAPFRE, a leading global insurance company, was struggling with high support costs and low digital autonomy across a workforce of 35,000+ employees using 700 applications. Employees often had to leave their workflow to search for information, while the support team handled many simple, recurring requests that could have been solved through self-service. MAPFRE turned to tts and its AI-powered Digital Adoption Platform, tts performance suite, to improve workflow learning and reduce reliance on support.

tts implemented QuickAccess from tts performance suite as a central, contextual help point integrated into the service desk and later into IBM Watson and MAPFRE’s internal AI MIA. The result was 3,500 fewer support tickets per month, six-figure monthly savings, and faster ticket logging times, dropping from 5:30 minutes to 1 minute. Employees can now access help in under 10 seconds with two clicks or fewer, and daily usage doubled after the AI integration, showing strong adoption and measurable impact from tts.

MAPFRE

Patricia Mochales

Director of Technology, Business Support and Quality