Prudential Insurance, Philippines Case Study – Service & Claims Automation

Revolutionizing Service & Claims Automation

• Client: Prudential Insurance, Philippines
• Industry: Insurance
• Solution: Service & Claims Automation, Omnichannel CRM

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

Prudential Insurance faced significant hurdles in delivering a consistent customer experience due to disconnected systems. Their primary challenges included:

• 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 SimpleCRM Solution

SimpleCRM deployed a customized, integrated solution designed to streamline the entire service lifecycle:

• Omnichannel Service Automation: unified various communication channels into a single platform for service reps.
• Core System Integration: Deep integration with policy administration systems and email servers using REST APIs to ensure smooth data flow.
• Customized CRM Workflows: tailored specifically to streamline After-Sales and Claims processes, focusing on improving ticket management and reducing Turn-Around Time (TAT).

Transformation Achieved

The implementation drove massive efficiency gains and capacity improvements:

• Empowered Workforce: Equipped over 300 service representatives with state-of-the-art CRM capabilities, significantly enhancing efficiency across all touchpoints.
• High-Volume Claims Processing: Achieved seamless processing of over 15,000 SLA-bound claims annually, ensuring compliance and strengthening customer loyalty.
• Massive Scale: Expertly managing over 1 million after-sales tickets each year, demonstrating exceptional capacity for customer service excellence.
• Process Revolution: Automated more than 100 business processes (after-sales and claims) using SimpleCRM’s powerful BPM Engine. This significantly reduced manual intervention and optimized resource allocation.

Project Highlight: Operational Excellence

Drastic Reduction in Breaches: A standout achievement of this digital transformation was a reduction in ticket SLA (Service Level Agreement) breaches by 80%, alongside a significant improvement in overall Turn-Around Time (TAT).

Technical Integrations

To create a unified “single pane of glass” for agents, SimpleCRM integrated with:

• Policy Administration System (for real-time access to policy info)
• Email Servers (for interaction tracking)
• REST APIs (for high-performance data exchange)
• Centralized Ticket Management (linking core legacy systems)

Noteworthy

Improvement in TAT and reduction in ticket SLA breaches by 80%.