Mobility Solution to Augment Agent Onboarding for an Insurance Behemoth
$7.62 billion+ AUM
275% Solvency Ratio
1 goal: Fast-track Agent Onboarding
With over $73 billion of the sum assured, 221 offices, and 2.06 times of the mandatory 150% solvency ratio, our client is an insurance behemoth in India. Aiming to bang on the competition, the client sought a roadmap with actionable initiatives and a change enablement plan to help achieve a future state with an improved agent onboarding experience. We knew that this particular solution will help tighten the ratchet.
The client aimed at proliferating their insurance business across the country, but lack of robust infrastructure, digital assets, and a modernized platform hindered their plans.
The existing CMS wasn’t user-friendly and too cumbersome to operate. Our client was spending a significant amount of time looking for the information they need and taking forever to deliver customer experiences up to speed.
The monolithic architecture of the existing CMS was a key disadvantage. Since the system was self-contained and inflexible, implementing and scaling optimizations to the operational environment was difficult, hampering our client’s ability to cater to ever-emerging global needs.
Our client is a provider of one of the leading online video streaming Over the Top (OTT) platforms. With 90+ Live TV channels, 76.4 million subscribers, and an exhaustive range of video content in over a dozen languages, our client delivers on-demand, unlimited entertainment to an avid cinema connoisseur
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.
- Optimized operational capabilities by 30-50%
- Improved agent retention and engagement
- Boosted effective decision-making and prognosis with the help of real-time data
- Enabled clients to close deals faster due to the presence of an automated data processing system
- Allowed agents to perform varied tasks anywhere, anytime
- Helped employees better scrutinize agent information
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- Digital Transformation
- Data Engineering & AI