AXA case study
Who do you want to be tomorrow
Axa Insurance UK, the insurance arm of this very large French group was conducting its 3 year strategy review after assembling a new management team.
Budd was asked to develop and deliver the Customer Service Strategy in parallel with the distribution and overall strategies. Working with both strategy and customer service, Budd conducted an operational assessment, developed an economic model and the content of the strategy with evidence for its arguments.
The 3 key strands of simplicity, sourcing and differentiation were used to develop the thinking.
"We’ve worked with Budd on a number of strategic issues over the last four years or so. During this time, they’ve definitely played a key opinion forming role in the industry for the philosophy of “no need for service is the best service” but importantly backed up by the practical and actionable Skyline too. Our use of Skyline is now widespread to understand why customers call us and to avoid the non-value adding calls. It has led us to many simple actions like rewording marketing and customer communications and redesigning our IVRs and changing our telephone numbering plans.
In many business units we’ve seen significant call volume reductions – saving costs, simplifying our customer experience and allowing our people to concentrate on key sales and customer service processes."
