Universal Sompo: 71% Increase in Learning Hours

Universal Sompo General Insurance offers a range of insurance plans, including health, motor, travel, and commercial policies.

- Smriti

Their services focus on a customer-first approach with features like quick claims, 24x7 assistance, and a wide network across India. It partnered with trusted brands, including several Indian banks, and offer specialized government solutions like the Pradhan Mantri Fasal Bima Yojana for farmers. Their ‘Pulz’ app allows users to manage policies, initiate claims, and track claim statuses conveniently.

FRONT OFFICE UPSHIFTS

Upshift No. 1 - Expansion of Customer Touchpoints: Universal Sompo has adopted a multi-faceted approach to expand customer touchpoints and enhance brand outreach. The company currently has over 185 physical offices in India, and with digitally enabled human resources, its overall presence extends to over 300 locations across the country.

Furthermore, Universal Sompo is continuously expanding its hospital and garage network, which currently stands at 10,400+ hospitals and 13,500+ garages. The company also leverages over 14,000 channel partners, 14 bank partners, 16 e-commerce players, including web distributors, and 500+ brokers.

Sharad Mathur, MD & CEO of Universal Sompo, asserts: “These diversified distribution channels helped us increase our market penetration and reach to customers who may not have been traditionally served.”

Upshift No. 2 - Seamless Omnichannel Experience: Universal Sompo has built a seamless omnichannel experience through Salesforce CRM. By integrating various touchpoints and teams, the company ensures that customers enjoy a consistent experience throughout their journey. This integration also allows Universal Sompo to gain a holistic view of customer needs and preferences, enhancing overall customer satisfaction. Says Sharad: “This integration ensures that our valued customers enjoy a consistent experience throughout their journey with us while also allowing us to gain a holistic view of their needs and preferences.”