Case study
How MAPFRE's contact center
made customers
10% happier
All it took was a simple shift: bringing learning into the flow of Microsoft Teams so reps felt more prepared.
>93% completion rates
>95% satisfaction rates
Size
•
>30,000
Industry
•
Insurance
Location
•
Boston, MA
Core impact
•
Happier customers
Money saved
•
>$2 million
The story
The client
MAPFRE is one of the world's largest insurance companies, with 2,500 US employees and over 35,000 globally. In a highly competitive space, their leaders are always looking for ways to better serve customers and prepare teams for a rapidly changing future.
The challenge
After an audit in 2021, MAPFRE found that their L&D tools were not generating any results. Many of their employees had been there for 30+ years and seen little difference. MAPFRE needed to train contact center reps on new products, new managers on leadership skills, and the entire organization on what they considered core skills. This looked like it'd take years.
The solution and implementation
MAPFRE moved 80% of their core training directly to Arist, delivering all core learning content to everyone via MS Teams. The first few courses were launched to contact centers in just weeks, with results that triumphed over traditional programs.
The impact
For employees
MAPFRE contact center representatives - used to being pulled off their desk for in person or video session - could now learn directly where they served customers. In addition to being far easier and more convenient, it was also by far the most loved tool of its kind.
For the L&D team
In addition to launching programs 10x faster than before, the learning team saw 93% completion rates and 95% satisfaction rates, which made past programs unrecognizable. On average, over one fifth of the entire organization voluntarily enrolls in learning every month.
For the organization
MAPFRE saw a 10% lift in customer eNPS scores, translating to millions in revenue and retention for the business. Thanks to Arist, MAPFRE also found they could align the entire organization after CEO town halls or train on new products an initiatives far faster, giving them a massive competitive advantage in a crowded marketplace.
—
"In 27 years here, this is the best learning I've ever received." - Jenn D., Customer Support
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10,000+
hours saved for representatives
93%
completion rates
10%
lift in customer eNPS
Brent Bernier
AVP, Talent, MAPFRE
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