Industry
- Insurance
Reinventing the Insurance Industry with a Digital-first Strategy
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
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.
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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