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

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