Shriram Life Insurance Company recently bagged the ‘Active Customer Engagement Award – 2019’ based on at the ‘CII Award for Customer Obsession - 2019’. Manoj Kumar Jain, MD of the company, says multi-lingual communications, pictorial representation, salesforce app, quick settlement, video interaction and self-service website had all contributed to the company receiving this award.
Customer communication has been an important focus area for Shriram Life Insurance. The predominant modes of communication are letters, emails, SMS and voice calls. Jain explains: “We ensure that the customer is informed at all stages of the customer journey like policy document delivery, policy servicing request status, grievance status, different stages of renewal, claim registration, claim settlement, post claim settlement etc. Additionally, we are also working on implementing WhatsApp communication and chatbot.”
FOCUS ON COMMUNICATIONS
The company has multi-lingual communications, which is a rare feature. “We have created a multilingual communication platform for our customers to understand our products, our services and other details in his/her own language,” says Jain. The proposal form is available in regional languages. The form is simplified to the maximum possible extent and has been translated into 9 languages (Hindi, Telugu, Tamil, Marathi, Oriya, Bengali, Guajarati, Kannada, Malayalam). “Since the accuracy of details entered in a proposal form is critical to the insurance policy, it is very important that the customer understands the complete proposal form before he fills in all the details,” says Jain.
The company has also invested in vernacular call centers and hires agents and sales persons from the same areas where the call centers are located.
PICTORIAL REPRESEnTATIOn
Bu hikaye Banking Frontiers dergisinin January 2020 sayısından alınmıştır.
Start your 7-day Magzter GOLD free trial to access thousands of curated premium stories, and 9,000+ magazines and newspapers.
Already a subscriber ? Giriş Yap
Bu hikaye Banking Frontiers dergisinin January 2020 sayısından alınmıştır.
Start your 7-day Magzter GOLD free trial to access thousands of curated premium stories, and 9,000+ magazines and newspapers.
Already a subscriber? Giriş Yap
Key Russian central bank official leaves
The First Deputy Governor of Bank of Russia Olga Skorobogatova is leaving the central bank in early December.
Better prospects for Swiss banking in 2024, says new study
The year could see revitalization of the banking to some extent, finds the study by Swiss Bankers Association:
Ease of use, personalization & consistent engagement promotes digital loyalty
Murari Lal, Head - Digital Initiatives, Shivalik Small Finance Bank, delves into platforms, loyalty and Al:
From Feet on Street to Fingers on Screen
Nippon India Mutual Fund is driving into newer customer segments by leveraging voice and vernacular as the drivers, reveals the company's Chief Digital Officer Arpanarghya Saha:
Digitization embraces the senior citizens
Among other projects, Shriram Capital completely transformed the 2-wheeler loan origination system, reveals the company's Chief Digital Officer Ajay Thomas:
Making of the most connected bank in Bangladesh
A stream of digital initiatives is transforming Mutual Trust Bank and its customer engagement, reveals Khalid Hossin, who heads the bank's digital banking division:
Digital embraces Archaeological Tourism
Chief Digital Officers are leading tremendous transformation initiatives. Five CDOs reveal their fascinating journey and their ambitious goals:
Tech will bridge Advisory and Education
Venkatesh Naidu, CEO, Bajaj Capital Insurance Broking:
AI bridges Protection and Prevention
Gyanendra Singh, Chief Technology Officer, Aviva India:
Bridging Products & Distribution for Rural Markets
Vikas Mittal, Deputy CEO, and Amit Thapliyal, Chief Technology Officer, Magma HDI General Insurance:
