Digital Insurer - Hyper-personalized Customer Engagement

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Enhancing the Customer Experience

A customer we were engaging with had an old portal with a lengthy form to be filled for getting online quotes. It lacked online policy service capability and it was further 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 services. 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 the portal and smart phones, 5x faster quote creation and reduction in drops by 80%. It also led to superior call-center bandwidth utilization with savings of 3000 person-days per year.

Improved Agents Productivity

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