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Codan uses Raffle Site Search to create a turnkey solution for their Customer Service

Learn how with Raffle Codan was able to reduce live chats by 42% within 5 weeks. What could Raffle do for you?

Situation

Codans, more than 120, Customer Service Agents are receiving countless service calls with relatively complex insurance questions. As insurance questions are something customers in general often need to have clarified immediately, their customers naturally demand 24/7 service that is fast, timely, and accurate. In return, they had to hire more employees to answer service calls and answer live chats and emails. Besides new hires being costly it is also time-consuming to onboard until employees are fully functional. What could Codan do to find a better solution?

Solution

By implementing Raffle Site Search and Workplace Search for Customer Service, Codan was able to effectively create 24/7 service on their website and stop excessive hires. By enabling customers to easily search for solutions themselves and provide them with the right answers through Raffle Site Search in free-text, Codan understood their customers' demands. Additionally, Customer Service Agents utilized Raffle Employee Search which gave them answers to questions, met customer expectations, and improved their employees' work lives dramatically.

Impact

Codan reduced Live Chats going through to their more than 120 Customer Service Agents by a stunning 42% within 5 weeks. Across Live chats, Calls, and email they had a reduction of an impressive 34%. Together with the implementation of Raffle Workplace Search and Site Search, Customer Service Agents could easily get answers to customers, the Search time decreased by 96%, customers got 24/7 service, and the onboarding time for new hires decreased by 50%! Codan saves tens of thousands of dollars every month utilizing Raffle on both Site Search and Workplace Search.

Codan is one of the largest insurance companies within Denmark that services over 245,000 Danish households in addition to 50,000 small and large companies offering business insurance, private insurance, and health insurance to their customers. 

Phones Ringing off the Hook

With increasing calls coming into the Call Center and only 120 employees, there became pressure to meet the demand to answer customer inquiries. Initially, they solved their customer service demand by hiring new employees. This required time for onboarding and was costly, yet for a moment solved their problem. Codans’ success is leading the company to scale its operations and in doing so hiring new employees to meet customer demands. Yet, they continued to witness a rise in incoming customer service calls that could not be solved by more employees as the long-term cost in time and money was starting to take its toll and demand of customers to have 24/7 assistance. On top of that, customers wanted fast and accurate responses. Codan decided to continue their scale with a more digital approach and thus decided to use Raffle. 

“Digitalization brought our customers closer to Codan and created a unique experience and solution to Customer Service.”

Scaling Customer Service Digitally 

Codan realized the need for scaling their customer service digitally in order to curb the increasing calls and halt costly new hires by using Raffle. They were able to redirect customers from the Call Center to their website by utilizing the Raffle Site Search wherein customers could now easily find answers to their questions on the website 24/7. The Raffle Site Search automatically populates the trending questions by customers or allows customers to type, in their own words, questions into the search bar. Then inquiries are provided with various answers and direct links to choose from for customer queries to be answered swiftly and accurately. With Raffle, Codan was able to offer a viable solution to their customer service problem with an easy implementation that continues to help the company grow and scale.

Improved Service and Opportunities for Growth with Raffle

After implementing Raffle into their web page replacing the old traditional search engine, Codan discovered a reduction in their live chats by 42% and incoming calls lowered by 17% due to more customers finding solutions via the web page. The Raffle Site Search quickly and accurately answered customers' queries allowing for 24/7 and personalized service to customers, increasing the customer experience and overall satisfaction. The reduction in customer service calls allowed employees more time to service customers over the phone, and also see where they could improve and grow their service abilities. Raffle Advanced Insights displays Content Gaps or customer questions that are yet to have answers, providing employees with knowledge on content that needs to be created. Additionally, the Raffle extension improved the company's internal search engine by lowering onboarding times as new employees had the company knowledge and resources at their fingertips. Raffle was able to provide Codan with a revolutionary Customer Service solution that not only solved their problem but provided added value to the company's scaling and growth opportunities.