Survey Engine, dashboards, and insights
Turn completed service journeys into measurable customer insight.
i-CRM links service-specific feedback to customer-care activity, SLA performance, root causes, management dashboards, and exportable operational data.
Service Experience Survey Engine
Measure customer experience across the full insurance journey—not only after complaints.
Send the right survey after each completed journey so feedback is relevant, timely, and directly connected to the service delivered.
Claims
After-Sales Service
Complaint Resolution
Renewals
Survey design
Relevant feedback, connected to the service delivered.
Right moment
Trigger the survey when the relevant service journey is completed.
Right questions
Use a survey bank by service and journey stage.
Right customer
Reach the customer through configured channels.
Actionable insight
Link responses to service and improvement areas.
Executive KPI monitoring
Measure service quality, control risk, and identify where action is required.
Definitions, formulas, thresholds, filters, and targets are configurable according to the company’s approved service model and SLA policies.
By policy and targetConfigurableSLA Compliance
By channel and teamMeasuredFirst Response
By case categoryMeasuredResolution Time
By service journeySurvey-basedCustomer Satisfaction
By SLA positionControlledOverdue Cases
SLA Compliance94.7%
Customer Satisfaction4.62 / 5
Escalation Rate8.4%
Overdue Cases87
Survey insight
Reporting and operational exports
Turn case and survey data into evidence, performance insight, and corrective action.
Customer Experience Reports
Customer satisfaction by service, survey results, response rate, repeated cases, follow-up frequency, channel, and category trends.
Service & Governance Reports
SLA compliance, approaching breach, overdue cases, escalation history, IA- and CHI-related aging, closure outcomes, and communication evidence.
Operations & Management Reports
Workload by department and owner, case aging, backlog, Case Reassignment history, root causes, repeated issues, supervisor performance, and resolution trends.
FilterDate range, case type, status, channel, product, category, department, regulator relationship, SLA position, and survey type.
AnalyseUse dashboards and detailed data to understand pressure points and repeated issues.
ExportExport detailed results for further analysis, reconciliation, formal reporting, and action tracking.