CLIENT
Client B
SECTOR
Financial Services – Short Term Insurance
CHALLENGES
As a consequence of the COVID-19 pandemic, a leading South African insurance company quickly realised that prospective clients started displaying changes in their behaviour. Sales were beginning to be negatively affected. It became clear that customers were demanding and expecting the company to provide multiple contact and communication points, with a strong preference for interactive text-based communications – resources that the organisation had not deployed.
BUSINESS IMPACT
In the highly contested South African short-term insurance sector, switching to alternative providers (churn) had become relatively easy for customers. This, fuelled by extensive marketing and advertising campaigns by the company’s main competitors, highlighted the organisation’s customer engagement shortcomings and the realisation that to avoid the prospect of declining revenues, the rapid implementation of a rational digital transformation programme was an urgent strategic imperative.
SOLUTIONS PROPOSED BY INTELLIBPO
For the client to remain relevant and compete in this highly volatile environment, IntelliBPO recognised that the starting point was to design optimised customer journeys and, after that, enable these processes with a data-driven suite, AI-supported customer interaction solution.
- Using advanced data analytics solutions and methods, IntelliBPO used data to profile prospective clients and their communication-type preferences accurately.
- Building appropriate customer journeys and designing profile and segment-based communication strategies.
- The deployment of the comprehensive Smartz Solutions’ cloud-based, full omnichannel customer interaction platform and extend functionalities to mitigate the organisation’s challenges.
HOW THE SOLUTION WAS IMPLEMENTED
Within 10 business days, IntelliBPO and its technology partner, Smartz Solutions, had achieved the following:
- Deployment of the comprehensive omnichannel Smartz Suite customer interaction platform at IntelliBPO’s premises to develop additional lead generation capabilities in a short time frame.
- IntelliBPO provided a team of 15 contact centre specialists.
- In-depth analysis of customer data, the validation and enhancement of data and further segmentation analysis by reviewing daily outcomes and results of quality assurance evaluations within the Smartz Solutions platform.
- Based on analytics, IntelliBPO designed optimised customer journeys appropriate to identified segments.
DESIRABLE BUSINESS OUTCOMES WERE ACHIEVED BY
- Extensive data analytics,
- Segmentation modelling,
- Customer journey modelling,
- Deployment of the Smartz Solutions AI-enhanced omnichannel customer interaction platform,
- Training and developing IntelliBPO staff in terms of the executed strategy.
CHALLENGES DURING IMPLEMENTATION
- COVID-19 contamination during training,
- Building reports to interpret data and amend strategies in a short time frame.
QUICK WINS
- Provision of the sophisticated Smartz Solutions omnichannel solution and the enablement of a fully integrated data and communications platform,
- Rapid implementation of ‘best practice’ processes,
- Enhanced, seamless customer experience,
- Real-time reporting and dashboards enabled the client to respond rapidly to customers’ needs and monitor and manage many crucial response times and required actions – much of this driving AI-supported decision-making,
- Enhance employee experience and job satisfaction,
MID AND LONG-TERM RESULTS
- IntelliBPO created a powerful omnichannel customer interaction platform for lead generation, providing comprehensive digital customer engagement processes for both their on-premises and remote (work-from-home) operations,
- Provided client with a powerful customer analytics resource to maintain ever-deepening customer knowledge, profiling, segmentation and exemplary customer experience processes,
- Further improving the client’s positioning as a leading contender in the highly contested South African short-term insurance sector.
HOW INTELLIBPO DRIVES CONTINUOUS IMPROVEMENT
- Data-driven insights,
- Timeous responses to operational challenges,
- Using data as a strategy enabler.
LEARNINGS
“IntelliBPO effectively deployed a fully operational strategy and software solution within a client’s environment at a cost-effective rate to ensure that the client remains relevant in their industry and continues to offer their customers a seamless experience with their company.” – Lior Woznica. CEO IntelliBPO