The client is a leading player in the Indian health insurance industry and is a joint venture between renowned global health services providers serving 160 million+ customers worldwide. The company offers a full suite of insurance solutions for individual customers and employer-employee groups to meet their diverse health needs. The company wanted to increase its client retention by streamlining customer communications across channels. They were looking to invest in a modern omnichannel customer engagement platform that could automate communications like reminders to customers, improving customer experience and renewal rates

Key Challenges Faced by the Customer

  • Completely manual renewal communications journey
  • Inopportune renewal reminders sent to end customers
  • Low visibility and lack of tracking capabilities of customers’ renewal status
  • Lack of automated switchover to the next best communication channel
  • Missing centralized communications tracking dashboard

Streamlined Renewal Communications Journey with Newgen

The client implemented Newgen’s Omnichannel Customer Engagement capabilities, part of NewgenONE Digital Transformation Platform. The platform enabled the client to automate the renewal communications journey, ensuring that end customers receive relevant and timely reminders to renew their policies. The in-built communication designer allows business users to design multi-lingual e-mails, SMS, WhatsApp notifications, and policy documents, catering to different stages of the customer journey

Key benefits

  • 15% improvement in renewal rate per month
  • INR 2 crores incremental revenue per month from renewals
  • 100+ communication templates configured
  • Multiple output channels, including E-Mails, SMS, WhatsApp, PDF
  • 5 million+ multi-lingual communications generated per year
  • End-to-end visibility and tracking
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