INSURANCE·SERVICE CRM·January 18, 2026

Prudential Life Insurance Ghana — Optimizing Service with Integrated CRM & Feedback Loops

Prudential Life Insurance Ghana
SOLUTION
Service Automation, BPM, Customer Feedback Integration
Client
Prudential Life Insurance Ghana
Industry
INSURANCE
Solution
Service Automation, BPM, Customer Feedback Integration
FTR
First-Time Resolution
CSAT+NPS
Linked to Every Ticket
3 Channels
Email, Social & WhatsApp
Real-Time
SLA & Agent Dashboards
THE CHALLENGE

The Challenge

Executive Summary

Prudential Life Insurance Ghana partnered with SimpleWorks to resolve inefficiencies in ticket handling and manual processing. By deploying an integrated CRM system powered by BPM and real-time customer feedback loops, the company automated ticket generation and reduced resolution times.

The Challenge

  • Inefficient Ticket Management: Manual processes led to prolonged resolution times.
  • Fragmented Data: The lack of a centralized system limited operational insights.
THE SOLUTION

How SimpleWorks Helped

The SimpleWorks Solution

  • Integrated CRM System combining ticketing, lead management, and Customer 360.
  • BPM Automation for ticket workflows, escalations and resolutions.
  • Multi-Channel Integration including email, social media, and WhatsApp.
RESULTS

Transformation Achieved

Project Highlight: Closing the Loop

Deep CSAT & NPS Feedback Integration directly links customer satisfaction scores to closed tickets for actionable insights.

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