AIG uses CommBox to effectively manage its customer communication channels, ranging from email to social media, chat and SMS services, in order to meet its business objectives

Founded in 1919, AIG is an American multinational insurance corporation with operations in more than 80 countries, employing 56,400 people worldwide. AIG was ranked 49th on the Fortune 500 list, and according to the Forbes Global 2000 list is the 87th largest public company in the world.
AIG Israel Insurance Company, a subsidiary of AGI, offers insurance services across Israel. The company is based in Petah Tikva, Israel, and had recently marked the 20th anniversary of its business in the country. AIG Israel is active in various insurance sectors such as automotive, home, life, personal accidents, travel, health, and commercial, for both individual and business customers.

The Challenge

AIG Israel, which employs hundreds of service agents in its Petah Tikva building, has sought a technological solution that will reduce the burden put on the call center and on its agents.
It also looked for a social media management tool that will respond to the increasing number of mentions and inquiries the company got through the social networks.
After careful examination of a variety of customer communication solutions, AIG decided to implement CommBox’s system.

The Solution

After a quick implementation and integration with the organizational systems, CommBox now enables AIG to efficiently manage:

• All the company’s customer emails and correspondence
• A secure chat with customers on the company website
• A new personal customer service area on the website
• All the website’s forms
• Various SMS channels
• All the company social media channels

The Results

The implementation of CommBox’s system resulted in improved customer experience, satisfaction and loyalty, increased revenue growth and operational savings.
Starting from several agents, the system now serves some 50 customer service agents as their primary work tool, a scope that is expanding all the time. In fact, AIG was so pleased with CommBox’s performance, that it is now considering widening its scope beyond service to all its sales agents as well, providing them with a system with a proven ability to engage customers better.