INSURANCE·SERVICE CRM + BPM·January 19, 2026

Prudential Assurance Uganda — Enhancing Service Delivery with Automated BPM & C360

Prudential Assurance Uganda
SOLUTION
Service Automation, BPM, Lead Management
Client
Prudential Assurance Uganda
Industry
INSURANCE
Solution
Service Automation, BPM, Lead Management
AI
Email Sentiment Analysis
USSD+Web
Lead Capture Channels
CSAT+NPS
Satisfaction Measurement
Real-Time
Core System Sync (SMART)
THE CHALLENGE

The Challenge

Executive Summary

Prudential Assurance Uganda partnered with SimpleWorks to eliminate manual inefficiencies in ticket and lead management. By deploying a robust CRM driven by BPM workflows and real-time core integrations, the company streamlined case routing and introduced AI-driven sentiment analysis.

The Challenge

  • Manual Inefficiencies: Manual ticket and lead management caused delays in SLA compliance.
  • Fragmented Data: Scattered customer data prevented a unified view.
THE SOLUTION

How SimpleWorks Helped

The SimpleWorks Solution

  • Comprehensive CRM with ticketing, lead management, and Customer 360 dashboards.
  • BPM Workflows to automate case assignments, escalations, and SLA tracking.
  • Real-Time Sync with core systems like SMART and Premium Register.
RESULTS

Transformation Achieved

Project Highlight: AI Innovation

Introduced AI Sentiment Analysis for categorizing email-based cases, allowing the team to prioritize critical issues based on customer sentiment.

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