We conducted a mobility and collaboration strategy program that involved workshops and interviews to identify the employees and the agents’ pain points such as real-time collaboration and effective decision-making . The existing landscape was also analyzed in order to strengthen the agent onboarding process, accelerate employee’s learning curve, and fast-track the internal processes with digital capabilities.

Based on this information and with excellent industry insight, we employed a high-performant technology architecture, design-thinking approach, digital strategies to build a real-time mobility solution for the client. Besides automating agent onboarding tasks and functionalities, our technology-led solution helped employees and agents in building an enduring relationship. The solution acted as a growth-enabler as it helped the client drive decisions, tasks, and performance based on real-time data across channels and partners.

We also created a centralized platform that encouraged employees and agents to play cross-functional roles. Now they can together define problem areas and devise the most suitable solutions while catering to customers. Agents can discuss their problem statements with employees and can be guided by them over sales call and sundries.