Coforge’s Digital Makeover: From Policy Maze to Smooth Sailing in Insurance Buying
Overview.
Our client, a leading provider in the telecom industry, faced challenges with manual processes in policy creation, customer updates, and journey management. Disorganized data and limited self-service options led to high call volumes, customer dissatisfaction, and increased costs. Integration complexities with telecom providers further hampered efficiency, causing delays
Our client, a leading provider, found themselves tangled in a web of manual processes. Policy creation, customer updates, and journey management – all remained stubbornly rooted in a bygone era. Disorganized data made it difficult to see the full customer picture, and limited self-service options left them frustrated. High call volumes overwhelmed the understaffed contact center, causing both customer dissatisfaction and increased costs. Integration complexities with telecom providers (T-Mobile, Verizon) for device protection and manual claims processing further hampered efficiency, leading to delays.
Solution.
We transformed the member experience with a unified Salesforce approach:
Automated Efficiency: Financial Services Cloud streamlined policy creation, product bundling, and coverage handling, replacing manual processes with a robust platform.
Self-Service Hub: We built a member portal using Salesforce Experience Cloud and Lightning web components empowering members to access and manage their information independently, reducing call center strain.
Guided Journeys: Omnistudio tools (Omniscript, FlexCard, Dataraptor) designed user-friendly journeys for policy purchase, updates, and cancellations.
Bridging Silos: MuleSoft and custom APIs connected Salesforce data to external service providers and our custom Android app, ensuring seamless data flow and eliminating manual entry.
Unified Telecom Integration: Integration with various providers like T-Mobile and Verizon offered members a broader range of services and features.
The Impact.
Unified Platform: A single platform to manage product bundling, pricing, policy management, and queries, simplifying operations.
Enhanced Customer Experience: Customers can now retrieve, update, and secure their data in one place, fostering a more positive experience.
