Improved Agent’s productivity - Hexaware

Improved Agent’s productivity

An insurer customer of ours had their agents do cold calling to assigned leads. Each lead had to be manually qualified by the agents leading to lost time, productivity & low conversion rates. The lack of a 360-degree view of the customer further impacted the quality of interaction of agents with prospects.

Hexaware used a cloud-based partner MDM solution to merge all the duplicate contacts and build relationship to identify the family members of the main Insured. Our in-house accelerator, iConvert, for data mapping and consolidation, was leveraged to move all the customer information from multiple legacy systems and DataHub to the MDM solution. A C360 dashboard with only qualified leads meeting the underwriting criteria and having high likelihood of conversion is assigned to agents. This resulted in 2X increase in prospect conversion rates.

 

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