How Sompo Sigorta Transformed Third-Party Ecosystem Management

Sompo Sigorta, one of the fastest growing P&C insurers in Türkiye, has partnered with Alterna CX since 2024 to move beyond once or twice a year market research with a transaction-based NPS program. Today, surveys are sent to customers across 15+ touchpoints within 24 hours of their experience, covering Claims, third-party and Call Center operations.

Alert notifications drive immediate callbacks to detractors, while real-time dashboards let Technical Department managers track the customer experience performance of thousands of third parties, from repair shops to tow trucks and plumbers. Built-in follow-ups and reminders lifted response rates in claims handling by 25%, and executives now track enterprise-wide performance and share it with headquarters in Tokyo.