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Case Study SBI Life

Highlights

12 K+
Users
20 +
Integrated Systems
800 +
Branches
38+
Active Products
100%
Uptime
12M+
Customers
15M+
Policies

what was SBI Life looking for

Intelligent Customer Servicing
Faster Sales Cycle
Personalized marketing
Smarter Policy Servicing
Faster, hassle-free renewals
Smart workflows to trigger real-time alerts

solutions delivered

Intelligent Customer Servicing

CRMNEXT enables SBI Life a holistic customer 360 view with real-time updates and complete intelligence on customer service requests. Inbuilt template management allows service teams to configure plain text, SMS, Email, PDF/print, and multilingual templates with mail merge functionalities and automated acknowledgement. CRMNEXT’s Autoflow Designer^TM allows SBI Life to create configurable workflows that capture all types of service requests across channels. Centralized Document Management System (DMS) allows agents to fetch and store KYC documents, collaterals and more, as an attachment for customer or internal communication. Advanced report wizard enables the team to design multiple reports such as service reports.
Sales 360

With CRMNEXT’s valuable intelligence, SBI Life offers personalized products/services that translate to higher conversions. Integration with UIDAI, CIBIL etc. allows for seamless onboarding with instant e-KYC. SBI Life users can capture leads and opportunities through multiple channels and automatically assign leads based on assignment rules. If not followed up on time, the leads get automatically transferred to the next level of the hierarchy. Predefined templates and customized guided call scripts help in notifying customers and other internal users at various stages of the opportunity cycle. Advanced report wizard generates reports and allows stakeholders to track progress on activities, meetings, calls etc. Seamless integration with the channel management system (CMS) allows distributors to connect with their customers online. Catalyst Performance enables SBI Life with high-octane sales team performance.
Marketing 360

CRMNEXT’s Vivid Designer^TM empowers SBI Life with a drag-and-drop-based interface to design and execute campaigns with an automated budget and expense approvals, and rich template design-focused campaigns with the right content and channels depending on the target segment. Integration with the Channel Management System (CMS) allows distributors and partners to run customized digital marketing campaigns for their target customers on multiple channels. All marketing activities related to individual customers are logged in the customer 360 views to give users an opportunity to cross-sell/upsell with guided call scripts.
Policy Servicing

CRMNEXT empowers SBI Life to capture policy servicing requests across multiple channels like branch walk-ins, letters and self-service requests. Centralized Document Management System (DMS) allows for quick fetching and storage of scanned documents related to policy service cases. After processing the policy service requests, agents can generate and send letters straight out of CRMNEXT. Autoflow designer allows to design pay-out/ non-pay-out process flows with smart business rules. Real-time alerts and notifications keep users and customers up to date about policy service request status. Advanced report creation wizard allows for the creation of prepopulated reports based on parameters like SR status, Branch, HNI status, etc.
Renewal 360

SBI Life’s executives get a holistic view of each renewal case, enabling users’ case statuses in a single glance, helping them to run revival campaigns to entice customers for paying their premiums or alerting about the lapsed policies. Stakeholders are enabled to generate real-time reports to monitor revival campaigns and the performance of contact, processing centres. Centralized DMS allows users to refer to product-specific documents when customers enquire about specific product features during a call.