Aptean Respond
Ardonagh Group Ardonagh Group Optimises Complaint Management with Aptean Respond Industry Insurance
Challenges
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Multiple complaints management systems/ processes No unified reporting Seasonal variations in complaint volumes
Benefits
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A unified complaints handling system creating a customer-centric approach Improved complaint capture with enhanced reporting & data interrogation Quick and easy root cause analysis to support informed business decisions
Formed in 2017, The Ardonagh Group is the UK’s largest independent insurance broker with global reach, powered by a workforce of over 7,000 operating out of 100 locations across the UK and Ireland. Three of the Group’s market-leading businesses joined forces in 2019 to form the Atlanta Group, comprising Swinton, Carole Nash and Autonet. As Carol Banks, Head of Complaints for the Atlanta Group, explains: “When the Atlanta Group was formed there were obvious synergies between bringing all three businesses together, one of which was creating a unified complaints handling system.”
Disparate processes “Swinton was using Aptean Respond for complaint management, having transformed its complaints management process in 2017 with the implementation of this dedicated complaint management solution. Autonet was using a different complaint management system and Carole Nash was using an in-house system, which didn’t have the same abilities in reporting, MI and data interrogation.” As Carol continues: “We identified a number of areas for improvement. Most pressing was the fragmented reporting tools across all three businesses, which meant we couldn’t directly compare our data, making it difficult to identify any trends or issues throughout the group. The complaint categories we were using weren’t the same, and the way each business was recording complaints was completely different too. To do any sort of root cause analysis was labour intensive and time consuming.”