Boosting Customer Retention with Personalised Communications across Devices & Channels



About the Brand

One of the top life insurance companies in Singapore, operating for over 85 years. It provides financial solutions to customers through a multi-channel distribution network.

Business Challenges

Non-engagement of customers across digital platforms, along with non-timely feedback

  • Inexistent Self-1 service features
  • Disintegrated communication channels
  • No nurturing of existing customer relationships

Business Solution

Implement scalable Multi-Channel Customer Communication Strategy

Quadient-Based Solutions

  • High volume of documentation processing enabled, with workflow automation
  • Access comprehensive, personalized policy pack via the customer portal
  • Access comprehensive, personalized policy pack via the customer portal
  • Customer Journey Mapping to deliver highly personalized CX

Business Benefits

  • Improved Real-Time Personalized Communications across devices & channels
  • Customer Satisfaction improved measured by reduction in support call volumes, by >5%
  • Customer Retention increased by 6% during the initial trial period of new solution
  • Access to a wider potential customer base, increasing Acquisition rates, with new channels

Tools & Technologies

  • Inspire Designer
  • IBM Content Manager Java
  • Whispir config files
  • Inspire Automation
  • API & configuration files

Download Case Study

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