PNB Metlife

PNB Metlife Banner

Results Results

  • 100%

    Auto assignments of leadsand service requests

  • 70%

    Improvement in Sales TAT

  • 90%

    Reduction in rework during the sales process

  • 33%

    Improvement in first touch resolution

Highlights Highlights

  • 23 K+

    Users

  • 75 +

    Integrated Systems

  • 600 +

    Branches

what was PNB MetLife looking for

  • Intelligent Customer 360

  • Faster Sales to High Quality Leads

  • Continuous Channel, Swift Customer Servicing

  • Smart Policy Servicing

  • AI-driven Day Planner

  • Activity 360

  • Seamless Integrations

solutions delivered

  • Intelligent Customer 360

    PNB MetLife has access to holistic customer intelligence with real-time updates through BUSINESSNEXT's Business Intelligence Unit. This helps them to target customers more effectively, provide better service, and build long-term profitable relationships. Additionally, the platform allows for real-time alerts of premium due, personalized offers, and instant fulfilment of customer requests through a user-friendly interface.

  • Sales 360

    BUSINESSNEXT enables PNB MetLife with end-to-end digital journeys for faster processing of leads captured from multiple sources including website, email, SMS, branch visits, marketing campaigns including below-the-line advertising and more. The sales team are enabled with autoscoring of leads based on multiple predefined or customizable parameters to prioritize actions. They can auto assign/ route leads with intelligent two-level assignment rules based on product, user role, source channels, pin code, city, branch and more.

  • Continuous Channel, Swift Customer Servicing

    With BUSINESSNEXT, PNB MetLife to capture service requests, queries and complaints from both B2E and B2C, across multiple touchpoints/ channels/ mediums like Call Centre (Voice), Branch, Portals and Email. They leverage straight-through processes and multi-level, multi-department workflows for instant service fulfilment. The Autoflow DesignerTM designs automated, complex, parallel process flows with smart business rules.

  • Policy Servicing

    BUSINESSNEXT empowers PNB MetLife to capture policy servicing requests, queries, complaints across multiple channels like branch walk-ins, emails, distribution agents, grievances desk, a self-service portal and more. The platform enables handling high volume, complex STPs like Email ID Update, Address Change or Correction, Contact number update, bank account update, surrender and partial withdrawal and more.

  • AI-driven Day Planner

    PNB MetLife’s business users get a personalized day plan including priority task for the day, derived with smart algorithmic data models. Tasks are derived from real-time customer events, profiles, actions and transactions. AI/ML models prioritize customers to engage, notify real-time events, and deliver tailored call scripts.

  • Activity 360

    Through “My Activity” module, PNB MetLife maintains all activities performed by the business users. Daily huddle, prospect meet and more, is tracked in real time and attendance of users is captured. Geo-Tracking is used to check navigation, check-in, and check-out for customer meetings. This monitoring and data documentation delivers data-based solutions to business challenges. Analytical and graphical dashboards provide real time visibility in a single view.

  • Seamless Integrations

    BUSINESSNEXT's Autonoma IntegrationTM Engine utilizes a proprietary pattern-based integration to simplify complex integration processes across 75+ systems and multiple touchpoints such as the website, contact centers, email server, IGMS, Policy Admin System, NSDL, DMS, Life Asia, DWH, back office, and others. The platform enables a fluid 2-way information flow on a single screen, leading to significant cost reductions. With this technology, PNB MetLife can merge various systems and empower users to configure, maintain, and deliver reliable and seamless integration, even in challenging IT environments, through a single platform.

Share