Reliance Nippon Life is one of India’s leading life insurance companies in India, primarily offering products for individuals and groups across four main segments: protection, children, retirement and investment plans. As part of the Reliance Capital holding company, it took its current name after Japanese-based Nippon Life acquired a 49% stake in the company. Reliance Nippon Life has a strong track record with its sales growth, repeat business, and the way claims are handled.
Before the pandemic, the renewals department at Reliance Nippon Life used a traditional phone-line system connecting up to 1,250+ agents across 713 branches (as of 31st March 2021) and a few dedicated call centres across the country.
When the pandemic made work from home mandatory for sectors like insurance, the organization needed a digital, anywhere-available telephony solution to offer the freedom to work from home.
While sales are the oxygen of a business, existing customers are the lifeblood that keeps it thriving. Payment of renewal premiums is essential for customers to keep their policies active and to ensure that their insurance coverages address unfavourable life events.
Many customers needed reminders to pay their renewal premiums on time. And Reliance Nippon Life knew the importance of getting communications at the renewals department back in action at the earliest. Before that, they put in specific requirements as they began to look for a competent cloud communication solution.
Here is a glimpse into how they met their requirements using Exotel.
Exotel’s reasonably met their expectations, including improving their support team’s productivity and efficiency scores. Let’s unpack this:
1. Call reliability:
The institution needed a solution that could not only provide great call quality, uptime and platform security, but also one that could support any surge in call volume that may come about through the year.
Having a rapid setup process given the overnight shift to remote working was an implied expectation right from the get-go. Renewal premiums are a lifeline of any life insurance player. Any delays would have had impacted Reliance Nippon Life’s top line and would have expired customers policies, especially those willing to continue using their services.