Topdanmark Delivers
Transformative Insurance
Engagement with Verint
Solution

Opportunity
Topdanmark is the second largest insurance and life and pension company in Denmark,with market share of 17 percent in non-life insurance and eight percent in life insurance.
Headquartered in Ballerup, the organisation has approximately 2,450 employees.

Verint® Call Recording™
Verint Quality Management™

Topdanmark prides itself on the quality and depth of its customer service. It recognizes
the direct correlation between the customer experience it delivers, customer loyalty to its
brand, and, subsequently, the opportunity this presents for business growth. The company
operates one of the largest contact centre floors in Denmark, with 900 agents managing
up to two million in-bound calls every year – and customers are left, right, and centre of theTopdanmark service-centric strategy.

Verint Screen Capture™
Verint Performance
Management™
Verint Speech Analytics™
Verint Enterprise Feedback
Management™

“Insurance is a low-frequency, light-touch service,” comments Jens Green, director ofmarketing at Topdanmark. “Customers typically contact their insurance provider only whenthey renew or update a policy or make a claim. Our objective is to optimise the customer
experience at this moment of truth. Every communication counts towards increased
satisfaction and brand loyalty.”
For many years, customer calls were recorded for compliance and training purposes, but Jens
Green and his team needed deeper, 360-degree insight into each customer relationship tobetter understand needs, behaviours, and preferences.

Insurance

SolutionLife and Pension

Working in partnership with Axcess Nordic, a leading Scandinavian technology solutions
provider, Topdanmark deployed a comprehensive, integrated suite of Verint® workforce
optimisation and voice of the customer solutions to simplify, modernize, and automate
customer engagement. By enriching customer interactions, the Verint software enables theusers to make faster, more informed decisions relative to customers’ needs, work smarter,and deliver a more consistently rewarding service experience.

RegionUsing Verint Call Recording™, the insurer is able to capture, index, and archive allvoice interactions, providing a wealth of powerful voice of the customer data while
also helping to improve compliance. This is seamlessly integrated with Verint
Speech Analytics™, which is used to mine customer calls and automatically identify
opportunities to help guide agents to better call outcomes.
“Verint Speech Analytics detects predefined words and phrases of interest
during live calls,” says Minna Olesen, customer insights manager at Topdanmark.
“It’s a powerful solution in helping us understand customer concerns andpriorities, from which we can optimise processes and solutions that affectthe customer journey.”
In an innovative approach to testing new insurance products and services,
Topdanmark uses Verint Speech Analytics to surface feedback on newoffers and insight on customer preferences based on customer-agent

Industry

DenmarkResults• Increased the number of “highquality” customer calls, in turnhelping to reduce repeat calls by
upward of 50%.
• Improved first contact resolution.
• Gained a 360-degree view ofcustomer interactions.
• Reduced the cost associated withmarketing campaigns.

“ In many of our management meetings, the insights gained fromVerint, particularly Verint Speech Analytics, are discussed in detail.
Verint’s technology is bringing the ‘voice of the customer’ directly
into our boardroom, helping us make faster, more informed
decisions. It’s transformative.”– Jens Green, Director of Marketing, Topdanmark

interactions. In turn, this insight is shared with the Topdanmark
product development team to help create a more compelling,
unique selling proposition.
In parallel, Verint Quality Management™ is deployed to help
Topdanmark evaluate customer interactions across channels
based on relevance, agent performance, and customer input
Enabling focussed call sampling versus traditional random
call sampling, the software provides the insurer with greater
flexibility and deeper unbiased insight across a very large
number of interactions.
Two other Verint solutions complete the integrated suite.
The insurer uses Verint Enterprise Feedback Management™ tocollect and analyse customer feedback via robust enterprisesurveying capabilities. Meanwhile, with Verint Performance
Management™, the insurer can set and communicate goals
across the organisation, and then measure performanceagainst these goals to highlight variation and improvement
potential for each agent.
“We use data from Verint Speech Analytics within Verint
Performance Management to create key performanceindicators,” comments Olesen. “This has enabled us to gaina 360 degree view of the agents’ call handling and deliver
continuous quality improvement.”
In another innovative application of the Verint software,
Topdanmark effectively tests marketing campaigns. Insteadof mailing hundreds of thousands of promotional letters at asignificant cost, a sample is dispatched. The insurer then uses
the Verint solutions to monitor feedback and performance.
Based on the insights gained, the campaign can be revisedand optimised prior to wide scale rollout.

engagement platform. “Axcess Nordic is a trusted partner
who adds great value to our operations. The solution provider’sprofessionalism, understanding of our goals, and its vast
knowledge of Verint technology continue to help us realise
benefits and maximise the return on our investment.”

Benefits
For Jens Green, the main impact of Topdanmark’s
servicecentric, forward-thinking strategy is customer
engagement. “Our brand is our customer experience. It’s acase of ‘show don’t tell.’ By partnering with Verint, we areable to deliver a significantly more responsive, engaging,and consistently rewarding customer experience. Verint’s
technology helps us operationalise the customer experience
to increase brand satisfaction and extend the lifetime value ofcustomer relationships.”
There is quantifiable evidence of this success. For example,
using Verint Quality Management and Verint Speech Analytics,
Topdanmark was able to increase the number of customer calls
classified as “high quality,” which, in turn, generate 50 percent
less repeat calls as compared to “low-quality” calls.
The Verint software also helped increase productivity
across the Topdanmark 900-seat contact centre. With Verint
Performance Management, the insurer established a consistentand continuous process for tracking, managing, and improving
both individual and team performance across the areas of thebusiness that impact the customer experience.
Other benefits include:• Improves first contact resolution• Creates a unified, 360-degree view of customer interactions

According to Jens Green, all of this would not have beenpossible without Axcess Nordic working side-by-side with
Topdanmark to deploy and support the Verint customer• Lowers the cost of marketing campaigns

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• Helps agents reduce their focus on non-valuable calls

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