Struggling with high call center volumes and slow response times in its Japanese market, a global insurer knew it needed a modern customer website to enable a more efficient customer interaction method. Manual intervention through the call center was slow—it typically took up to two weeks for changes to appear in the legacy policy administration system—error-prone and limited to call center hours. The company used Salesforce.com as its customer relationship management platform, but it wanted to integrate a new, friendlier customer web portal that its aging customer base could easily use and that would improve customer satisfaction and elevate its brand image.
The company turned to Cognizant to integrate a responsive, self-service web portal into its existing Salesforce.com cloud platform. Cognizant took a two-phased hybrid-agile approach to building the portal using Salesforce Customer Community with a framework to capture customer feedback throughout the process. The Cognizant team included bilingual Salesforce staff to ensure that customer engagement happened in Japanese.
A single data repository lets customers access their personal and policy data, make changes, request quotes and perform other functions once available only through the call center. Customers can access the portal from a variety of devices, view their policies and perform 60 to 70 percent of required processes on their own.
Modernizing the company’s customer engagement capabilities improves customer satisfaction, reduces call center volume and improves sales operations. Having a single, unified platform that captures and stores all customer data reduces IT efforts by 10 to 15 percent and enables the company to provide a better customer experience.
lower call center volume
faster time to market