Boosting Customer Retention with Personalised Communications across Devices & Channels
About the Brand
One of the top life insurance companies in Singapore, operating for over 85 years. It provides financial solutions to customers through a multi-channel distribution network.
Business Challenges
Non-engagement of customers across digital platforms, along with non-timely feedback
- Inexistent Self-1 service features
- Disintegrated communication channels
- No nurturing of existing customer relationships
Business Solution
Implement scalable Multi-Channel Customer Communication Strategy
Quadient-Based Solutions
- High volume of documentation processing enabled, with workflow automation
- Access comprehensive, personalized policy pack via the customer portal
- Access comprehensive, personalized policy pack via the customer portal
- Customer Journey Mapping to deliver highly personalized CX
Business Benefits
- Improved Real-Time Personalized Communications across devices & channels
- Customer Satisfaction improved measured by reduction in support call volumes, by >5%
- Customer Retention increased by 6% during the initial trial period of new solution
- Access to a wider potential customer base, increasing Acquisition rates, with new channels
Tools & Technologies
- Inspire Designer
- IBM Content Manager Java
- Whispir config files
- Inspire Automation
- API & configuration files