(Hong Kong, July 10, 2008)
In order to increase its sustainable advantages in the fields of insurance, banking, and asset management, the Allianz Group sought to create a superior customer experience. An integral step was the implementation of a Complaint Management Framework, a task undertaken by Mr. Lee San Yuen, the Director of Customer Service Innovation at Allianz Life Indonesia who said that, “Working within a tight timeframe, the challenge was to find a solution that is fast to deploy, easy to configure and is able to cater for business workflow changes in the future.”
ITApps provided a solution in the form of Numara Footprints, which Allianz Life Indonesia uses to handle complaint management from capture to analysis, customer compliments and multi-channel surveys, enabling management to improve customer service in a much shorter cycle. ITApps was able to quickly deploy Numara FootPrints and integrate it with the existing call center solution and E-mail tools, allowing for rapid attainment of measureable service improvements. “Numara FootPrints has helped us… [gain] objective assessments of our customer service challenges,” Stated Mr. Lee. “I look forward to reaping the benefits of implementing Numara FootPrints across other Allianz Operation Units.”
About ITApps
ITApps is a Pan-Asian, full-service consulting, systems integration, and outsourcing company committed to delivering innovation. The company specializes in IP communications, contact center solutions, performance optimization, and customer relationship management (CRM) applications. ITApps continues to provide its customers with the best of all possible worlds: leading-edge technologies, industry best practices, and cost-effective, future-resistant solutions.
