Pakistan’s first direct insurance company was seeking significant increase in revenue while providing promised customer service to tap into the burgeoning auto insurance sector.

Business need

• To boost  insurance policy sales through customer acquisition, and lifecycle management programs

• To enhance the customer experience through streamlined services, optimum response times, and swift claim processing

Key Challenges

• Existing back-office facilities were insufficient to meet customer care demands and service levels were strongly threatened

• The business requirement was to reduce operational expenses in the back-office while cost per inbound-service call needed to be reduced

• Fulfill the client’s basic premise of shortest turnaround time in claims processing

• Deliver measurable improvements in service quality

• Simplify and streamline operations processes in the back-office to improve efficiency

• crease revenues through existing customers and by generating a significant prospect base

• Enhance customer experience to  build brand equity

Solution

• Maintenance of state-of-the art contact centre facility to provide 24/7 customer services

• Developing persuasive sales techniques to up-sell and cross-sell to targeted users

• Introduce direct insurance services to prospect consumers through a  referral system

• Target corporate sector by generating hot leads with decision makers Facilitate new products and offerings that service end-to-end auto management needs

• Real-time reporting of operational metrics for management control Maximize productivity of staff through proprietary monitoring mechanism

• Analysis of daily business activity and underlying trends

• Implementation of technology and processes to enhance operational efficiencies and productivity

Results

Our support and services created tangible impact on client in terms of operational and business value.

• Higher fresh policy sales revenue with an improved Up-Sell//Cross-Sell rate

• First resolution rate

• Maximize lead management

• Penetration rate (% of call list that has been called)

• Provided immediate back office support to handle call traffic

• Effectively leveraged existing customer base to increase conversion rate

• Improved rating on Customer Satisfaction Index resulting in higher brand equity and customer retention