Seconds previous response time

Seconds current response time

  • Storebrand needed to change the way they did business due to a digitalization process
  • Customer contact normally through media, now directly connected to the company CRM system
  • Increased compliance demands – meant right information must be available at anytime
  • Increased focus on personalized service

Prior to ayfie, it took our customer services team 30-40 seconds to find information customers needed. Now our response time is down to three to four seconds. This has allowed us to decrease costs along with increasing customer satisfaction and revenue.

Tom Bech Eriksen

Storebrand wanted to create an efficient customer center and motivate employees to handle a new business environment while also providing employees with access to the necessary information to handle customer requests.

Storebrand needed to make sure that all systems were securely accessible to remain compliant according to data security policies. While staying in line with financial laws, they also needed to cut down on operational processing time. To enable this, Storebrand deployed Microsoft Dynamics CRM as front-end tool for the customer center employees and decided to use ayfie Locator from ayfie to provide access to relevant data.

Easy access to necessary information through Microsoft CRM to handle customer requests
Reduced search time for information from 40 second down to three seconds
Improved employees efficiency and customers satisfaction

Storebrand dates back to 1767 and has provided occupational pensions to Norwegian employees since 1917. Today the Storebrand Group is a leading player in the Nordic market for long-term savings and insurance, managing more than NOK 570 billion, making Storebrand Norway’s largest asset manager.

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