Case Study TATA AIA

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Results Results

  • 250%

    Increase in First-time resolution rates

  • 80%

    Improvement in Straight-through-processing

  • 70%

    Improvement in Sales TAT

  • 28%

    Reduction in Operating expenses

  • 30%

    Improvement in Asset under management

Highlights Highlights

  • 15 K+

    Users

  • 350 +

    Branches

  • 30 M+

    Customers

  • 18

    Systems Integrated

  • 26

    Systems De-commissioned

CRMNEXT has helped us to integrate, refine and adopt processes, diversify offerings and provide a single platform with a powerful 360 view.

Samrat Das

CIO

what was TATA AIA looking for

  • Unified platform

  • Contextual continuity

  • Customer-centric business, service processes

solutions delivered

  • Integrated Customer Services

    CRMNEXT’s 360 customer view empowers TATA AIA to bring in a universal omnichannel, uniform customer experience across all touch points. The capability is extended to departments as well including customer service, POS, sales, claims, finance, compliance, legal, IT etc. The platform provides an integrated single system for managing customer service processes, across varied touch points, for all request types and touching multiple departments, with a significant boost of First Time Resolutions (FTRs). Phasing out disparate systems and manual processes including spreadsheets through robotic automation drastically improved workflow executions and turnaround times. TATA AIA stakeholders enjoy better processes and visibility.

  • Convenient New Business Processes

    CRMNEXT enabled TATA AIA to introduce branch-friendly business processes with the help of application rewarding, pending case management, pre-submission calling, PIP dispatch management, welcome calling and more. all from a single system. The company also enjoyed reduced departmental dependencies that led to efficient training and knowledge retention. Enhanced accountability is brought through complete process visibility and automation.

  • Agent Servicing

    CRMNEXT made available a complete agent 360° view that shows the latest raised service request on the agent and if so, notes the last interaction on the query. With the help of centralized knowledge management and another valuable history at their fingertips, service teams were able to deliver high First Time Resolution (FTRs). Fresh service requests are auto-allocation to the right team and user, based on essential fields, categories and status. Stakeholders can view and follow service requests through various view buckets allocated to them until the final closure.

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