Challenges
- Lack of single customer view to tag and identify customers across various source systems
- Need for single customer data repository and customer profiling across multiple business lines and delivery channels
- Ability to have a transparent and automated workflow CRM system to reduce policy lapses
- Ability for tracking and closure of customer complaints in IGMS and CRM system
Solutions
- Single platform to give holistic view of customer: Single customer view across all applications, databases and customer touch points
- Improved service assurance: Configured service assurance workflows and processes with defined SLA’s and multi-level escalation matrix
- Persistency/Collection Management: Customer’s policies which are nearing policy lapses are engaged in multiple stages
- Seamless integration between IGMS and Talisma system.
Results
- Efficient engagement with policy holders to reduce policy lapse : Customers are segmented and engaged based on policy lapse date
- Shift focus from being ‘product centric’ to being ‘customer centric’ : Source of valuable insights and usage of customer data.
- Decrease in TAT of overall customer service of Query, Request and Complaint
- Better regulatory compliance and process control