This Insurance company engages in the provision of a range of property insurance, life insurance, retirement products, and other financial services to commercial and individual customers. It operates through the following segments: General Insurance, Life and Retirement, Other Operations, and Legacy Portfolio.
On account of the multitude of products the complexity of queries and grievances of customers was compounded with the severity & constant enhancements to the processes .
The need was to create an automated, self serve & deflect customer service volumes to self serve . Also model an enhanced workflow which would predict if any customers were in distress where they could have helped prevent the issue.
Configuration and Deployment timeline - 2 Months Study, 3 Months Deployment, 1 Months Transition Time to Go Live- 5 Months from Contract