Opportunity

Customers who pay their insurance premiums with physical checks asked for check pickup. This process had an overall cycle time of 48 hours from the time the cheque was collected and deposited, with each step taking at least 24 hours. Additionally, the information flow, i.e., client information, client contact details, premiums to be collected etc. was shared via phone calls/emails, and pen/paper.

Solution

We created an ecosystem called “One Platform” that helped integrate the contact centre, field teams, and an online view with the reporting of transactions in real-time. The platform was available as a desktop workflow as well as on a Windows 6.0-based smartphone (now Android and iOS).

The system allowed the complete customer life cycle to be under one roof—both from a technology and human resources point of view. While the technical side brought effectiveness and efficiency to the process, the personnel took ownership.

Operationally, the personnel were empowered by an intelligent system-based work allocation of the portfolio depending on relevant skill sets. A real-time view of the field activities allowed them to coordinate with the customer and the team on the fly, thereby aligning the field activity perfectly with customer requirements. Operationally, the personnel were empowered by an intelligent system-based work allocation of the portfolio depending on relevant skill sets. A real-time view of the field activities allowed them to coordinate with the customer and the team on the fly, thereby aligning the field activity perfectly with customer requirements.

The process got highlighted for its reduced customer follow-ups and service deferments. On the other hand, increased customer satisfaction led to higher collections and the digitalisation of processes, which eliminated the paper-pen model, which became widely recognised. The compliance team was happy as all transactions were digitally stamped with proofs like photos, videos, GPS, and date and time stamps. The cycle time of the transaction was reduced from 48 to 2 hours.