Driving Growth and Loyalty: A Case Study on Transforming Travel Insurance Sales and Customer Experience

Challenges.

• We provided advisory support, leveraging our expertise and industry knowledge.
• Through human-centric design thinking workshops, we incorporated a persona-based user-centric experience that resonated with their target audience.
• Furthermore, we identified business-driven key performance indicators (KPIs) to align the solution with their overall objectives.
• With a meticulous and collaborative planning process, Coforge ensured that every aspect of the solution was aligned with the customer's vision.

Solution.

• Invested in proof of concepts and demos to identify the best-in-class solution, leveraging Salesforce as the customer success platform.
• Recognizing the criticality of expertise, we assembled an experienced 'A' team comprising senior Salesforce resources and deep domain experts.
• Quality was ingrained into every aspect of the engagement, from the initial advisory stages to the final delivery.
• We maintained a consistent focus on program management, governance, change management, and communication.
• By incorporating these strategic elements, Coforge ensured a successful and seamless implementation, ultimately delivering a solution that exceeded our customer's expectations.

The impact.

• Expected 5000+ additional policy sales per year per Sales Rep, due to enhanced visibility into Pipeline & central place to track & close Opportunities.
• Increase expected in Gross Written Premium ($500K annually) due to increased Renewals, Increased Sales & better repeat business.
• Better User Experience and reduced time to close claims & appeals leads to increase in repeat business and improved customer loyalty, thereby increasing customer retention
• Ability to renew policies themselves leads to significant uptake in Policy Renewals.
• Single place to add, edit & update policy details and reduced Claims Disbursement times, which promotes increased CSAT.