Case Study: Topdanmark achieves 50% fewer repeat calls and 360-degree customer insight with Verint Systems

Topdanmark Delivers Transformative Insurance Engagement with Verint

Topdanmark, Denmark’s second-largest insurer with about 2,450 employees and a 900-seat contact centre handling up to 2 million inbound calls a year, needed to move beyond basic compliance recordings to gain a 360° view of customer needs at critical moments like renewals and claims. The insurer sought deeper insight into customer behaviour and preferences to improve satisfaction, loyalty and reduce repeat contacts.

Working with Axcess Nordic, Topdanmark deployed an integrated Verint suite—including Call Recording, Speech Analytics, Quality Management, Enterprise Feedback Management, Performance Management and Screen Capture—to capture and mine voice-of-customer data and drive targeted improvements. The initiative increased the number of “high-quality” calls, improved first-contact resolution, cut repeat calls by around 50%, reduced marketing costs, created a unified customer view, and boosted contact-centre productivity and performance management.

Topdanmark

Jens Green

Director of Marketing