8x8 SMS Engage improved customer feedback management at Asia Assistance

Founded in 1998, Asia Assistance is a Third Party Administrator (TPA) of global medical and security services. The company helps customers of insurance companies, corporations, and banks with their medical claims, traffic emergencies, and warranty needs across travel, home, and personal devices.

"8x8 SMS Engage enables us to actively capture the ‘voice of the customer’ throughout the post-transaction journey and uncover opportunities to deliver better customer experiences."

- Angeline Lee, Regional Lead for CX, Asia Assistance

The Challenge: Meeting complex requirements efficiently and affordablylink to this section

For Asia Assistance, each business line had different requirements for language support, survey methods, system integration, and country-specific considerations. This complexity in infrastructure and stakeholder engagement made it necessary to develop and deploy a customer feedback solution in a cost-effective and resource-efficient manner.

Asia Assistance needed to ensure that its teams were closely and consistently monitoring customer feedback and responding to any unmet needs in a timely manner, and this includes effectively supporting all its business entities and business lines.

The Solution: Accommodating business needs with customization and automationlink to this section

Asia Assistance chose 8x8’s SMS Engage, a one-stop solution to run surveys for all business lines and partners involved in the project. During implementation, 8x8 provided round-the-clock assistance and helped Asia Assistance to implement a customized solution which better fit the company’s needs.

8x8 SMS Engage allows each team to set up, customize, manage, and automate customer surveys as they wish. Teams can choose to use SMS Engage’s campaign manager or API, which gives the teams the flexibility needed to address their particular system and resource limitations. They can also modify customizable fields to include rich content that allows them to elicit more accurate responses from customers, gaining valuable customer insights.

“8x8 SMS Engage enables us to actively capture the ‘voice of the customer’ throughout the post-transaction journey and uncover opportunities to deliver better customer experiences,” says Angeline Lee, Regional Lead for CX at Asia Assistance.

The Results: A single cost-effective, compliant, and unified platformlink to this section

With 8x8 SMS Engage, Asia Assistance had survey and communications capabilities all in one platform. Integration was seamless and cost-effective — unlike survey-only solutions, there was no need to integrate new systems or to toggle between multiple interfaces.

Choosing 8x8 SMS Engage also made sense from a compliance standpoint. 8x8 has been approved by third-party regulators for security, and continues to deploy stringent data storage, handling, and protection protocols that fulfil the requirements of financial and governmental institutions.