Prudential Insurance Philippines — Service & Claims Automation

Executive Summary

Prudential Insurance Philippines partnered with SimpleCRM to dismantle operational silos and modernize their after-sales and claims management. By implementing an omnichannel service automation platform, the company reduced ticket SLA breaches by 80%, empowered over 300 service representatives, and now seamlessly manages over 1 million after-sales tickets annually.

The Challenge

• Siloed & Insufficient Solutions: Existing tools for After-Sales and Claims management were disconnected, leading to inefficient data handling.
• Fragmented Operations: Disjointed operational processes hindered the ability to provide a seamless, unified experience for policyholders.
• Inconsistent Customer Experience: The lack of a centralized view made it difficult to maintain service quality across different touchpoints.

The SimpleWorks Solution

• Omnichannel Service Automation: Unified various communication channels into a single platform for service representatives.
• Core System Integration: Deep integration with policy administration systems and email servers using REST APIs.
• Customized CRM Workflows: Tailored specifically to streamline After-Sales and Claims processes, focusing on improving ticket management and reducing TAT.

Transformation Achieved

• Empowered Workforce: Equipped over 300 service representatives with state-of-the-art CRM capabilities.
• High-Volume Claims Processing: Achieved seamless processing of over 15,000 SLA-bound claims annually.
• Massive Scale: Expertly managing over 1 million after-sales tickets each year.
• Process Revolution: Automated more than 100 business processes using SimpleCRM's powerful BPM Engine.
• SLA Excellence: Reduced ticket SLA breaches by 80% with significant improvement in overall Turn-Around Time.

Project Highlight: Operational Excellence

A standout achievement of this digital transformation was a reduction in ticket SLA breaches by 80%, alongside a significant improvement in overall Turn-Around Time (TAT) — positioning Prudential Philippines among the most operationally efficient insurers in Southeast Asia.

Technical Integrations

• Policy Administration System — for real-time access to policy information
• Email Servers — for interaction tracking and automated notifications
• REST APIs — for high-performance data exchange with legacy systems
• Centralized Ticket Management — linking all core legacy systems

Noteworthy

Reduced ticket SLA breaches by 80% while managing 1 million+ after-sales tickets annually — one of the most significant operational transformations in Philippine insurance technology.