AIG Deploys

AIG deploys KMS Lighthouse and improves first call resolutions and overall customer satisfaction

AIG Israel, under the ownership of the AIG International provides insurance policies in the fields of housing, mortgage, health, life, commercial, travel and more.

For more information visit
www.aig.com

With KMS, AIG was able to improve customer satisfaction and increase sales

Background

American International Group, Inc. (AIG) is a leading international insurance organization-serving customers in more than 130 countries. AIG companies serve commercial, institutional, and individual customers through one of the most extensive worldwide property-casualty networks of any insurer. AIG Israel has been acting in Israel since May 1997 under the ownership of the AIG International providing insurance policies in the fields of housing, mortgage, health, life, commercial, travel and more.

Challenge

Prior to KMS, AIG had implemented a knowledge management system that was very difficult to manage, serving only one department. Retrieving information was challenging and time consuming. Changing the previous KM system required organizing all the complex insurance policies into unified templates that are easy to understand and retrieve relevant information. The challenge was enabling agents to increase sales, improve customer satisfaction and find answers quickly, accurately, and in a unified way.

Solution

By deploying KMS Lighthouse, AIG was able to overcome all the shortcomings they had prior to the use of KMS, as well as achieving their main goals.

Following the implementation of Lighthouse, AIG saw improvements in the below areas:

• A Rise in customer satisfaction and overall improved customer experience
• Faster and more accurate information retrieval processes
• Improved “First Call Resolutions”
• Reduced total call duration and average holding times

“ In order to remain the leading service provider in the field of insurance in Israel, we needed to shorten the duration of the calls in our service system, provide a professional solution in the first call without passing on additional authorities and providing the most up-to-date and suitable information for our customers. For these Lighthouse suits us best. Thanks to the advanced search capabilities of the system and the ability to present the most relevant information to service representatives, AIG can continue to provide our customers with the best service in Israel“

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