Case Study for an Major Insurance Company that Uses Plum’s IVR Survey Platform

A leading international insurance organization needed a way to get feedback from its customers spread around the globe in over 130 countries. It turned to Plum Voice’s IVR-based survey tool.

The company serves commercial, institutional and individual customers through one of the most extensive worldwide property casualty networks of any insurer. The organization wanted to collect information from focus groups on customer perception of products and services as well as survey customers to collect feedback about service.

Plum’s Solution
The company uses Plum Survey to create surveys that remote focus groups can take over the phone. Plum Survey, which runs on Plum’s VoiceXML-based platform, asks participants questions about the value of certain products and services. The company uses the information collected to inform product and marketing decisions. The organization also uses Plum’s IVR system to poll customers on their level of service in follow-up to interactions with call-center representatives.

Plum Survey can collect market research information from members of focus groups anywhere in the country, via the phone. Almost every division within the insurance giant uses Plum’s hosted IVR survey tool to build questionnaires to collect data from focus groups or customers. They use the data collected from callers following their interaction with a call-center rep to help improve customer service.

Why Plum Survey?
There’s nothing else on the market like Plum Survey—a cost-effective, truly accessible rapid application development tool for any non-technical business, market researcher or pollster. It’s the most cost-effective hosted IVR-based tool available for gathering business intelligence and market research data. With Plum’s Voice-XML-based platform, you can design your survey online, instantly deliver it over the web and phone, and then analyze the responses—all with one simple tool.