TCS’ Customer Journey as a Service (CJaaS)
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Industry
Insurance
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Reinventing the Insurance Industry with a Digital-first Strategy
TCS’ solutions, powered by AI and automation technologies, help leverage partner ecosystems and drive innovation in insurance for business agility and growth.
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Highlights
- Multiple legacy systems along with complex IT infrastructures make it challenging for insurance firms to provide seamless customer experiences.
- TCS CJaaS, a real-time interaction management service, allows insurance firms to create, monitor, and deliver profile-based customer journeys.
- The solution elevates customer experience along key performance indicators, improving the speed to market and customer affinity preference to a channel of choice.
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The Challenge
Insurance firms have complex IT infrastructures, which are further complicated by the use of multiple legacy systems, making it increasingly challenging to deliver a seamless customer experience across multiple channels.
Insurance firms have also maintained separate tools and teams dedicated to designing and creating content, as well as processing online and offline conversation. A lack of integration affects the customer's omnichannel journey and hinders improvement.
The Solution
TCS CJaaS is a real-time customer engagement solution designed to create, monitor, and deliver profile-based customer journeys.
The solution maintains customer engagement communication across all digital and physical channels from a centralized hub that drives the call to action for user behavior and customer attribution details. Key capabilities of the solution include:
- Add dimensions to the service with personalization and contextualization.
- Engage meaningfully by capturing customer information and leveraging customer insights to influence and drive action.
- Add dynamic elements to complex communication to make it simpler and easier for policyholders to sift through important information.
- Deliver the human touch by letting prospective buyers open a new account online or through a mobile device but finish the process in a branch or on the phone with a contact center representative.
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Andrene Dsouza
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The Benefits
- Streamlined quotes along with the account opening and on-boarding processes
- Automation of digital forms and claims communication
- Reduced customer friction with a proactive recommendation of policy offers and provisions
- Enhanced employee experience for delivery of measured results
- Improved customer engagement with interactive content on web and mobile app
- Enablement of billing and statements via email, SMS, and native app push notifications
Why TCS
- COINTM ecosystem allows access to more than 500 fintech players
- Partnerships and alliances with more than 1,000 ecosystem partners
- Domain expertise gained over the course of partnering with over 154 BFSI customers in more than 3,000 business processes
- A practitioner’s view to understanding the end customer’s perspective
- End-to-end capabilities of platform, service, technology service delivery with rich consulting
- Outcome-engagement model for service leadership to use profile-based subscription
- Platform-agnostic service along with platform bundled service
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