The Challenge:
Rapid growth across 12 European markets created pressure on consistency, language coverage, customer experience and insight. The provider required a partner that could deliver multilingual support, manage complex claims processes and maintain strong customer satisfaction across phone, chat and email channels, while continuing to improve operational performance.
Our Solution:
ResultsCX delivered an end to end customer experience solution combining tools, services and training. A dual claim handling model was implemented using a client based ticketing system and CRMiZ, integrated with Zendesk, Amazon Connect and Power BI to provide clear workflow management, management information and performance insight.
Multilingual teams were mobilised to deliver translation, proofreading and customer support across 12 languages, alongside post sale self serve support and proactive customer engagement. ResultsCX managed the full claims lifecycle including fulfilment, refunds, complaint handling and fraud analysis, supported by continuous improvement activity and regular insight reporting.
Following the initial product training phase, ResultsCX assumed responsibility for training and accrediting agents internally. Ongoing upskilling sessions, structured knowledge sharing and additional accreditation ensured capability was maintained as volumes and complexity evolved.
The Results:
The partnership delivered measurable improvements across customer experience and operational performance. Average handling time was reduced by four minutes, while customer satisfaction improved significantly, contributing to a 5% reduction in detractors.
The client achieved greater consistency across markets and channels, improved insight into customer behaviour, and enhanced control over claims quality and outcomes. This approach supported continued growth while reinforcing a strong focus on fair, effective and customer centred service delivery.