Challenges
- A solution that is flexible and customizable while being easy to support and maintain
- Ability to track and monitor interactions across silos in the organization
- Enable sales and service teams to be more consistent and productive
- Standardize processes for branch and back office operations
Solutions
- Extensible and flexible platform: Business users and IT users configure and manage the business process workflows
- Centralized Lead management platform: Manage complete lifecycle of leads, generated from various channels/sources.
- Multiple sales analytics reports: Visibility into Aviva’s sales performance
- Customer service process is agent-independent: Agent scan access the entire history of customer past interactions.
Results
- Single unified platform to capture all leads: Sales agents & operations team are actively using the lead management platform
- Lead tracking and faster closure: Aviva has control to define SLA’s and escalation matrix based on the nature of the leads
- Provide consistent customer experience: Enquiries and complaints captured through various channels are tracked to resolution using single platform
- Ability to configure and manage CRM process workflow