National Insurance Company Limited — Driving Service Transformation through an Integrated CRM Platform

Executive Summary

National Insurance Company Limited (NICL) faced challenges in managing customer service operations due to fragmented systems and lack of automation. SimpleWorks implemented a centralized service CRM platform with ticket management, BPM workflows, and multi-channel integrations.

The Challenge

• Fragmented Systems: Manual ticket handling and disconnected systems led to delays in issue resolution.
• Multi-Channel Complexity: Customer interactions were spread across calls, WhatsApp, and social media with no unified platform.
• Lack of Automation: Manual SLA tracking, reporting, and escalation processes impacted overall customer experience significantly.

The SimpleWorks Solution

• Centralized Ticket Management System for handling customer queries and complaints across all channels
• BPM Workflows for automated ticket routing, escalation, and SLA tracking
• Multi-Channel Integration including WhatsApp Bot, IVR, social media, and microsites

Transformation Achieved

• Massive Scale: Processed over 5,00,000+ tickets annually.
• Peak Capacity: Handled 50,000+ tickets in a single month.
• Stable Adoption: Supported 70–80+ active users consistently.