Hyper-personalized customer engagement - Hexaware

Hyper-personalized customer engagement

A customer we were engaging with had an old portal with a long form to be filled to provide online quote. It lacked online policy service capability. It was noted that they were losing business as 30% of their existing customers chose to switch to competitor insurers during this time. There was a high drop rate on the portal which was increasing the dependency on call center.

Hexaware redesigned the portal journey to enable self-service for quote & buy, policy and claims service. A portal platform, Sitecore, was implemented and a Chat channel was also introduced. Guidewire edge services were customized to expose core services from Guidewire suite of applications. This led to 200% Increase in hits through Portal and Smart Phone, 5x faster Quote Creation, drops reduced by 80%. It also led to superior call-center bandwidth utilization with savings of 3000 person-days per year.

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