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Customer case

Since 1989, Inter Partner Assistance Turkey, with its international experience, has been providing assistance solutions to its corporate customers. An AXA Group entity, with the advantage of more than 25 year experience, Inter Partner Assistance provides assistance solutions on auto, travel, health and home business lines. Inter Partner Assistance also follows the market and developments around the world closely to redesign its products or solutions and integrates them with the most current technological solutions regarding to customers’ needs and expectations. Additionally, Inter Partner Assistance provides reinsurance solutions through its business partner on reinsurance products. Inter Partner Assistance, meets the expectations of different sectors such as banks, automotive, pension companies and insurance as the leading sector. Inter Partner Assistance, cares about its customers to develop long-term and healthy relations and at the same time focuses on providing solutions for its customers. With focus on enhancing the customer experience, the goal was to find a new and efficient approach to interact with the clients. The main idea was to provide the best customer support and to increase the quality of customer interactions.

The Challenges

IPA’s previous solution was unable to keep up with its needs and only partially met expectations, resulting in low quantitative and qualitative visibility of calls. The company decided to acquire a new more flexible and innovative solution. A new search process for an end-to-end software supplier did finally select Nixxis Contact Suite as IPA’s main customer contact center solution.

The Solution

“We wanted to increase the level of customer satisfaction and needed optimised software to ensure even more reactivity to the client assistance department. Thanks to Nixxis, we were able to gain a 360° view of customers and ultimately improve the company’s image. Nixxis provided a stable solution that meets all our requirements and automates operations to maintain competitive advantage.” – Evren A. Inter Partner Assistance Project Manager

The Results

– The customer satisfaction increased in times and there are no more difficulties remain to reach the customer assistance.
– Adaptation of schedules for teams according to the activity peaks.
– Ability to use custom and detailed dashboards.
– A significant decrease of the call dropout rate and callback all those customers who abandoned the calls.
– Solid return on technology investment and improved corporate image.
– Recognition as a “center of excellence” inside the AXA Group of the Customer Assistance practice.

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