Qualtrics, the world’s No. 1 in Experience Management (XM) and creator of the XM category, has announced that Beneva, the largest mutual insurance company in Canada, selected Qualtrics CustomerXM ™ to listen to real-time customer feedback and use that data to deliver incredible experiences that improve customer satisfaction and engagement.
In the insurance industry, customer information and feedback is often siled across different departments, making it difficult for companies to understand their customers’ needs and preferences and provide the best experiences for each customer. With Qualtrics, customer feedback and service history are hosted on a single platform, allowing Beneva to act quickly and resolve issues before they escalate.
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At Beneva, it’s “people protect people”, where customer service is a priority. Qualtrics will also allow Beneva to listen to customer feedback at every touchpoint and take real-time action on that information by integrating with Beneva’s call center and customer service software.
“Qualtrics is a complete solution. It will allow us to move from listening to our customers and partners to implementing the necessary actions to improve the overall experience. In addition, SOM, a market research firm specializing in experience management and business strategy, a partner of Beneva and Qualtrics, will support us throughout the deployment to ensure continuity ”, declared Stéphane Morency , Executive Vice-President Strategy, Customer Experience and Marketing at Beneva. “This partnership gives us a solid foundation on which to build who we are: people protecting people. “
“For many insurance companies, customer information is often siled, making it difficult to create a holistic picture of the individual and their needs. Beneva is breaking those silos, using Qualtrics as a single customer experience platform, ”said Brad Anderson, President of Products and Services at Qualtrics. “With Qualtrics, they will get to know and serve their customers as people by gathering information from various customer touch points. With this data centralized on a single platform, Beneva will be able to help customers across the organization in a caring and personalized way.
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