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Kotak Life Insurance

Results

85%
Reduction in policy servicing time
200+
Increase in FirstTouch Resolutions

40%
Reduction inservicing costs

20+
Number of Straight Through Processes

40%
Increase in Positive Customer Experience Index (PCEI)

Highlights

7400
Users
25 +
Integration Systems
15 M+
customers
20+
Straight Through Processes (STPs)

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what was Kotak Life Insurance looking for

Intelligent customer 360
Smart policy 360
Faster policy servicing
Continuous channel, instant customer servicing
Seamless Integrations

solutions delivered

Intelligent customer 360

CRMNEXT enables Kotak Life Insurance to get an insightful, intelligent 360 view of customers, Straight Through Process (STP) enabled Action centre for instant fulfilment and higher first touch resolutions, inbuilt template, real-time alerts and notifications.
Seamless integrations

CRMNEXT’s proprietary pattern-based integration through its Autonoma Integration Engine simplified complex integration processes across 25+ systems and multiple touchpoints, including website, contact centres, email server, Policy Admin System, Video KYC, DWH, back office and more. The platform provides a fluid 2-way flow of information on a single screen, resulting in enormous cost savings.
Faster policy servicing

CRMNEXT enables Kotak Life Insurance to capture policy servicing requests across multiple channels like branch walk-ins, emails, distribution agents, grievance desk, self-service portal and more. The platform also enables them to handle a high volume, complex STPs like Email ID Update, Address Change, Address Correction, Contact No. Update & Think Green, Pan Card update, Bank Details Update, Certificate of Existing, Duplicate Policy Document, GSTIN Update, Policy Document Error, Premium Mode Change, Continuation Consent, Discontinuation Consent & Change in Bonus and more.