Allianz Malaysia Berhad

Why Allianz needed to transform their CX

Allianz prides itself on putting its customers at the core of what it does. It understands that differentiating your business in today’s competitive market means more than just having great products and service offerings; it means giving your customer the best possible service.

Allianz is more than just an insurance provider. They’re an organization that truly puts their customers at the heart of everything they do. They understand that when they’re contacted for a claim, it generally means that the worst has happened for their customer. Being able to resolve claims means more than just closing a case file, it means giving a resolution to someone who has suffered some form of loss.

Malaysia’s leading insurance provider wants to ensure that their customers experienced the same excellent service, regardless of their point of contact.

Customers expected assistance through any digital channel, such as Facebook and Corporate chat, or phone and their employees needed an integrated omnichannel solution, that allowed them to access important customer information quickly.

Being a forward-thinking company, Allianz is aware of the impact that technology has on their industry. Not only has it changed how they market themselves, but it’s changed how their customers want to communicate with them.