MAPFRE optimizes workflow learning and saves six figures on support
High support costs despite simple requests - an expensive problem
With over 700 IT applications and a workforce of 35,000 people (25,000 internal and 10,000 external agents), MAPFRE faced an enormous need for efficient digital support. The support teams, consisting of around 50 specialists, were inundated with daily enquiries. Many of these tickets concerned simple, recurring issues that could have been resolved through self-service.
The average cost of each support request was 45 euros. At the same time, employees often had to stop working on their applications to search for information in various tools and documentation, which was time-consuming and made the workflow inefficient.
In addition, there was no central point of contact for knowledge or assistance. Information was scattered, incomplete or outdated, which significantly limited employees' digital autonomy. However, this was precisely what was crucial for a successful transformation.
Context-sensitive help in seconds - right within their workflow
MAPFRE decided to use tts performance suite, the AI-powered Digital Adoption Platform from tts. MAPFRE's change management team collaborated closely with Entelgy on the implementation, aiming to relieve the support team, provide centralized knowledge, and increase efficiency.
QuickAccess, the performance support component of the tts performance suite, was integrated into the existing service desk as a single point of access. This was followed by its integration into IBM Watson and, later, the internal AI MIA (based on AWS Generative AI). Since then, employees have been able to access contextualized help in less than ten seconds with a maximum of two clicks without interrupting their workflow.
At the same time, a structured change management program was set up with regular content, newsletters, infographics and targeted training measures to promote acceptance and use of tts performance suite. A central change management office controls all measures relating to content, communication and adoption.
Thanks to tts performance suite with QuickAccess, our employees are now much more independent - and therefore more agile in their day-to-day work.
Measureable success achieved from the first month.
The introduction of tts performance suite is quickly having a measurable effect at MAPFRE. Around 3,500 fewer support tickets are now created each month - this not only relieves the support teams, but also saves a six-figure sum each month.
Less effort, greater efficiency
Ticket creation has also become significantly more efficient. Instead of taking an average of five and a half minutes, employees now only need one minute to log a request. Even better, the need for a ticket can often be avoided altogether because the appropriate help can be accessed directly within the workflow in less than ten seconds and with a maximum of two clicks.
High acceptance thanks to real added value
QuickAccess is not seen as an extra obstacle, but as practical support in everyday life. 71 per cent of users return regularly. This demonstrates that the tool is seen as genuinely helpful and has become an integral part of everyday work.
Since integrating with the internal AI MIA, daily usage has doubled to over 400 accesses per day. The smart combination of performance support and generative AI is paying off.
Scaling is already in preparation
The next step has been planned: by 2025, the solution will have been rolled out to all 10,000 external agents, thus ensuring the consistent scaling of a successful model.
What MAPFRE has achieved with the tts performance suite
- 3,500 fewer support tickets per month, i.e. monthly savings in the six-figure range.
- Access to knowledge with a maximum of 2 clicks and less than 10 seconds - without interrupting the workflow.
- 71% return rate: the tts performance suite is perceived as a real work tool.
- Doubling of daily usage (to over 400 accesses) after integration with AI MIA.
- Reduction in ticket creation time from an average of 5:30 minutes to 1 minute.
A platform for the future
tts performance suite with QuickAccess has developed from a digital helper to a strategic cornerstone of MAPFRE's digital workplace strategy. The Digital Adoption Platform now not only provides IT support, but is also set to be extended to policies, processes and corporate knowledge in the operational business in the future.
Due to the success in Spain, subsidiaries in Latin America - particularly in Mexico and Brazil - have signaled their interest in adopting the model. The vision: a standardized digital adoption platform for all markets that takes knowledge management and digital support to a new level.
About MAPFRE
MAPFRE is a leading global insurance company, headquartered in Madrid. With over 36,000 employees and 37 million customers, as well as a presence in 38 countries, MAPFRE is one of the industry's most important players. The company currently operates 3,100 offices in Spain and aims to expand this number by a further 300 by 2028, to be closer to its customers, particularly in smaller communities.
As the market leader in motor insurance, MAPFRE has a clear digital strategy based on innovation, customer proximity, and sustainable development. The company is focusing on introducing modern technologies, such as artificial intelligence, digital assistance systems and automation, to ensure that both customer service and internal processes are fit for the future.
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