Prudential Zenith Life Insurance Transforming Insurance Service with Automated BPM & C360

• Client: Prudential Zenith Life Insurance
• Industry: Insurance
• Solution: Service Automation, Business Process Management (BPM), Lead Management

Executive Summary

Prudential Zenith Life Insurance partnered with SimpleWorks to modernize its customer service and lead management operations. By deploying a comprehensive CRM driven by Business Process Management (BPM) and deep system integrations, the company successfully reduced manual errors, optimized claims management, and enhanced customer engagement through automated multi-channel communication.

The Challenge

The organization faced operational inefficiencies due to manual processes and disconnected systems. The primary challenges included:

• Manual Inefficiencies: Manual ticket management led to operational delays and difficulties in meeting Service Level Agreements (SLAs).
• Lack of Insight: A fragmented view of customer data hindered the ability to personalize service and effectively track resolution progress.
• Integration Gaps: Inadequate connectivity between existing platforms for claims, policy administration, and communications created data silos.

The SimpleWorks Solution

SimpleWorks implemented a unified digital solution designed to streamline operations and connect data:

• Comprehensive CRM: Deployed a central system integrating ticketing, Customer 360 dashboards, and lead management.
• Automated BPM Workflows: Utilized Business Process Management to automate ticket closure, reminders, and escalation paths.
• Real-Time Sync: Enabled seamless data synchronization and multi-channel communication through WABA (WhatsApp for Business) and email integration.

Transformation Achieved

The implementation delivered significant improvements in resolution speed and customer engagement:

• Improved Ticket Resolution: Automated workflows significantly reduced manual errors and prevented SLA breaches.
• Deep Customer Insights: Agents now utilize 360-degree dashboards displaying comprehensive policy, claims, and interaction history.
• Lead Conversion Boost: Integrated lead management now captures opportunities directly from Instagram, web forms, and chatbots.
• Efficient Claims Management: Real-time integration with claims portals has streamlined backend operations.
• Proactive Communication: Automated SMS and email notifications ensure customers receive timely updates.
• Timely Escalations: SLA tracking triggers automated alerts for overdue cases, ensuring accountability.
• Quality Monitoring: Implementation of CSAT surveys allows for actionable feedback and continuous service improvement.

Project Highlight: AI-Driven Service

AI Sentiment Analysis: A noteworthy feature of this transformation is the incorporation of Sentiment Analysis for email-based tickets. This intelligent categorization allows the service team to prioritize cases effectively, addressing urgent customer dissatisfaction immediately.

Technical Integrations

To build a connected ecosystem, the solution integrated with the following key systems:

• Policy Administration & Claims Portals (for real-time data retrieval)
• Genesys CTI (for seamless call center operations)
• Instagram API & WhatsApp Bot (for lead capture and engagement)

Noteworthy

• AI Sentiment Analysis: Incorporated sentiment categorization for email-based tickets to prioritize service improvements effectively.