India First Life Wants To Provide E-commerce Like Experience To The Customer

THE COMPANY HAS designed a Service Oriented Architecture (SOA), which essentially allows customers to access services on demand with minimal human intervention

- Abhishek Raval

Going forward, customer experience will define one player from the other in the BFSI space. What’s changing is the way the customer wants to interact with the company. It’s automatically compared to how it’s happening in other industries. For example, in an ecommerce site, the buying process is very easy. “My efforts are to bring in those kind of processes at IndiaFirst Life Insurance. Effectively, this is Bi-modal IT. A layer is built above the core system and data is consumed from these places giving the desired customer (at times an ecommerce like) experience,” says Mohit Rochlani, Director, Operations & IT, IndiaFirst Life Insurance Company.

IndiaFirst has developed on top of the basic core system, a sales process engine, which is working on a tablet. The policies can be sold using the app on the tablet. End to end. From origination to closure including the policy information documents. Hence, no need for the sales person to carry policy related documents. The app provides functionalities for the sales executive to show to the customer various combinations of policies and the associated cost/benefits. The app is Aadhaar enabled. In case the, the customer doesn’t have any authentication documents, he can give the Aadhaar number to verify himself after getting an OTP. The advantage with Aadhaar is, it enables the verification of both the age proof and the photo ID. The policy after proper verification can be issued, after completing the bank related details are filled. At one go, the process can be completed and the policy is issued via email or a physical paper is despatched at the postal address.