Customer Story
How Reliance Nippon Life uses Exotel to boost its service quality
About Reliance Nippon
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.
Challenges
Prior to the pandemic, Reliance Nippon Life's renewals department operated with a conventional phone-line system, linking over 1,250 agents in 713 branches (as of March 31st, 2021) and several dedicated call centers nationwide. However, with the onset of the pandemic enforcing remote work mandates in sectors like insurance, the organization faced the pressing need for a digital telephony solution that could facilitate work-from-home flexibility.
Challenges
Dip in Productivity
Risk of Onboarding Inefficiencies
Poor Platform Uptime
The Solution
Uptime Reliability
Exotel provided Reliance Nippon Life with a highly reliable and efficient cloud telephony solution, enhancing their support team's productivity. The solution featured exceptional call quality and uptime, capable of handling call volume surges, essential for Reliance Nippon's business continuity.
Implementing Remote Call Center
Exotel's rapid implementation enabled a seamless transition to remote working, crucial for managing renewal premiums without service disruption or revenue loss.
Platform Security
This user-friendly solution was integrated quickly, meeting the urgent needs of Reliance Nippon's remote work setup.