Implementation of the customer service module at Aegon

Customer – Aegon

Aegon is one of the world’s leading providers of life insurance, pensions and asset management. Today has operations in over 20 countries, about 30 000 Aegon employees help over 26 million customers take responsibility for their financial future.

Companies from the Aegon Group offer life insurance, savings schemes as well as investment options and property insurance in Poland. They also operate the Aegon Open Pension Fund with more than 927 thousand members.

Challenge

Easy access to current and complete information about customers

• The need to optimize the process of customer identification and allocation of their data in a single system
• Willingness to have 360 degrees view on customer data, insurance policies, activities
• The need to optimize the work of Customer Service department as well as other back-office departments
• The need of a single tool for multichannel communication with customers.

Solution

Linking all customer data with the central Salesforce database

• Customers’ data deduplication and their unification of a local database
• Everyday customer data synchronisation with Salesforce database
• Some confidential data is being fetched from internal systems via WebServices in real time
• Creation of a solution enabling multi-channel communication with customers
• Service Cloud Console was configured and deployed for 40 agents
• Customer satisfaction surveys are being sent and they are being attached to appropriate cases records

Benefits

A complete picture of all customer interactions in one place

• Complex customer service is performed based on one system
• All types of cases are handled in one tool – they can be reported and measured coherently
• All customers’ activities, with no regard to the source channel, are stored in a single database
• Better visibility of all customer basic data