"6/5/2011 - Together with Eptica, Ageas Insurance Solutions (UK) has succeeded in transforming its multi-channel customer service and as a result won two prestigious trophies at the Financial Sector Technology Awards in London on 31 March this year: the Award for the Best Use of IT in insurance and the Award for the Best Use of CRM technology. Thanks to this project, Ageas Insurance Solutions has obtained spectacular results in customer service and in its activity as a whole: o the volume of incoming calls at the contract centre has fallen by 23%; o the average time taken to process a request has been cut in half, increasing the efficiency of the customer account managers by 50%; o the first-contact resolution rate has reached the outstanding level of 95.8%; o the monthly recovery rate has risen by 11%; o the return on investment of the solution has been achieved in six months! "