Case Study

A Leading Philippines-based Insurer Digitizes Contact Center Functions for Improved Sales and Customer Service

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About the Client

The client is one of the leading motor insurance companies in the Philippines, offering a wide range of general insurance products for individuals, small and medium enterprises, local and global corporations. Its wide range of product lines includes motor, travel, property, and mobile insurance.

The Client’s Requirements

Digitizing end-to-end contact centre functions | Connecting disjointed legacy applications | Delivering superior experience to prospects and customers | Reducing the turnaround time (TAT) | Overcoming process inefficiencies and maximizing growth.

Challenges Hurting Efficiency of the Insurer’s Contact Center

The insurer was looking to improve its customer support, retention rate, and new sales. However, the disjointed legacy systems were acting as a stumbling block and were not allowing the insurer to bring sustainable practices into day-to-day operations. These challenges were hurting overall sales/renewals, and the customer services process.

The dialler was not integrated with the customer relationship management application, which in turn was operating independently of policy administration, claims, and loyalty systems. Most other channels of customer engagement including email, website, and social were operated manually. Due to the absence of an automated tracking and monitoring mechanism, the closure of leads and renewals became a time-consuming task. Further, due to the lack of a unified view of customers and fragmented systems operating in the backend, the agents were placing dependency on multiple systems while responding to customer queries and were often maintaining duplicate details of customers in their systems. Due to these challenges, the client realized the urgent need to streamline its end-to-end process.

With extensive experience in the insurance domain, supported by a low code digital automation platform, Newgen was in a perfect position to help the insurer in attaining its business objectives.

Highlights of the Solution

  • Configurable user desktop for the contact centre agents to get insights on metrics, activities, and cases
  • Multi-channel engagement with customers across various channels
  • Seamless interaction thread management for each case/lead
  • A robust layer connecting claims application, policy admin system, and dialler to provide a secure working environment for agents
  • Intuitive dashboard for 360-degree customers’ visibility and report generation