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    • Insurance
    • Solution

    TCS’ Customer Journey as a Service (CJaaS)

    1 MINS READ
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    Industry

    Insurance This will open an overlay

    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.
    Learn More
     about Reinventing the Insurance Industry with a Digital-first Strategy
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    Related Insights
    TCS BaNCS™ Health Insurance
    TCS helps reimagine the health insurance value chain by providing solutions for underwriting, claims, policy management, and more, driving agility and resilience.
    Solution
    29 Apr 2025
    TCS BaNCS™ for Reinsurance
    Learn how TCS’ intelligent, extensible reinsurance solution automates key processes across the insurance value chain such as insurance underwriting and claims management.
    Solution
    29 Apr 2025
    TCS BaNCS™ for Life Insurance and Pension
    Learn how our digital-first, cloud-based solution helps life insurers and pension providers achieve efficiency and enrich end-user journeys.
    Solution
    29 Apr 2025

    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.

    In this article

    The challenge   inpage
    The solution   inpage
    The benefits   inpage
    Why TCS   inpage
    The challenge inpage
    The solution inpage
    The benefits inpage
    Why TCS inpage
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    In this articleinpage
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    The challenge The solution The benefits Why TCS

    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.
    Swipe Left
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    this is for Article Quote

    Andrene Dsouza

    Quality Expert
    Know more

    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

    Related reading

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    Insurance Cloud

    TCS Helps Insurer Implement an Employee Health Insurance Solution

    Case Studies | 18 Aug 2025   Opens in new tab
    2/4
    Insurance Artificial Intelligence

    Reimagining the Claims Processing Function with AI Agents

    White Paper | 20 Mar 2025   Opens in new tab
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    AmTrust Partners with TCS to Transform E&S Clearance with AI

    Case Studies | 13 Feb 2024   Opens in new tab
    4/4
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    White Paper | 02 Nov 2023   Opens in new tab

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