Businesses must evolve from managing customer relationships to engaging customers proactively to create memorable customer experiences. Enterprises today are creating innovative offerings to connect with customers in their buying and servicing journeys in entirely new ways across non-traditional, insights driven, social and digital touch points. However, non-scalable and operationally expensive legacy applications that manage customer relationships prevent businesses from sustaining their pace of innovation and meet targets.

To attract and retain customers today, insurers need to

• Enable multi-channel access with service provided through the customer’s preferred channel.
• Offer personalized products and services based on accurate and sophisticated client understanding and needs analysis.
• Engage with customers to provide useful information that enhances intimacy through their customers’ preferred mode.
• Leverage sentiment analytics for understanding buyer behavior and take action based on customer preferences.
• Provide unique insights strategically using different support models.
• Modernize contact center to improve service levels (for example, first call resolution, next best action, and contextual data display) by leveraging digital tools.
• Improve customer experience by participating in their physical and digital e-commerce activities.
  

Our solutions 

• Digital Customer Experience Management
  

Focuses on providing connected customer experience across channels, devices and domains.

• Next Generation Customer Experience
  

Offers a solution that combines the latest technology and business tools to create outstanding customer support capabilities, delivering a superior customer experience.

•  Agency Portal (built on Salesforce.com)
  

Enables insurers to empower their agents with a consolidated view of business critical information related to sales, service, campaigns, social and training.

• Customer Analytics
  

Allows organizations to model, measure and manage the most salient customer experience interactions across key touch points, nurture operational excellence, customer delight and advocacy, and improve their end - to - end journey.

Digital customer experience management (DCxM)

Wipro’s DCxM solution offers Experience-as-a-Service model, helping customers in maximizing the value of data and creating an engaging customer journey. The DCxM solution integrates, transforms and processes cross-channel data to provide personalized and meaningful experiences. Focused on marketing, underwriting, and customer service teams, the solution provides analytics based customer insights to achieve personalization and relevancy. This Cloud and open source solution combines technologies such as  natural language ptanalytics, big data, social analytics, lead generation, recommendation engine, and OCR. Figure 1 provides an overview of the solution.

The solution also provides social insights by converting unstructured data into structured data and analyzes that data for insights for:

• Customer profiling
• Contextual leads generation
• Customer service
• Competitor intelligence
• Fraud detection

DCxM : Functional architecture

Next generation customer experience (NGCE)

Wipro's NGCE combines a game-changing technology with proven customer support domain expertise to deliver superior experience across the length and breadth of the insurance customer journey. NGCE will empower your customer service teams to deliver best-in-class customer experience on every interaction; providing actionable recommendations in real time. The solution is powered by an analytical engine that uses structured and unstructured data to present a 360° view of the customer.

The key differentiators of NGCE are depicted in Figure 2:

Agency Portal 

Wipro’s Agency Portal enables insurers to empower their agents (independent, in-house, etc.) with a consolidated view of business critical information related to sales, service, campaigns, social media listening, sentiment analysis, and training. The solution provides a single front-end view, pulling together information from several underwriting and back-end processing systems, and from third party services which agents regularly use. The Agency Portal also offers plug and play integrations to analytical tools, machine learning and BI dashboards to enable higher agent productivity, next best offer and client need analysis. Personalized navigation and customizable views ensure a seamless and tailored user experience to the agents - anytime, anywhere, and on any device. Figure 3 outlines the proposition of the Agency Portal solution.

The Agency Portal solution is built on the Salesforce platform.

Customer analytics

Wipro enables organizations to model, measure and effectively manage the most intricate customer experience interactions, thereby improving customer delight and advocacy, with high level of operational excellence. This pragmatic solution evolved through Wipro’s diverse experiences across insurance, banking, retail and telecom.

Organizations can drive transformative initiatives around these key priorities, delivering new insights:

• New customer on boarding
• Customer analytics/risk analytics
• Customer retention/churn prediction
• Customer segmentation
• Customer profile & initiative mapping
  

Predictive models for customer service

Why Wipro

Wipro’s integrated domain driven consulting, systems integration and solutions help achieve a faster and successful implementation.

At Wipro, we help you implement your customer experience strategy more effectively by combining our industry insights with best-in-class technology to give you a distinct advantage in today's rapidly changing environment. Wipro drives tangible business benefits across the following parameters to help you deliver a differentiated and outstanding value to your customers:

• Revenue generation - Incremental revenues generated from up-sell/ cross-sell recommendations
• Customer loyalty  - Improved customer experience due to proactive customer profiling and customized next best action powered by analytics
• Interaction cost reduction  - Reduced costs with fewer repeat calls and intelligent channel decisions
• Agent productivity - Faster and first time right responses due to unified user interface and real-time next best action prompts

Wipro's in-depth industry and technology expertise can deliver sustained business benefits, thereby enabling your enterprise to experience a seamless customer experience transformation journey. 

Our success stories

Customer experience reinvention for a top 5 US based insurer

Solution: 

• Integrated sales/service agents and call center, spanning ten work-streams across business and technology
• Solution roadmap, platform integration. Execution using distributed Agile – three- year program
  

Benefits: 

• Agency and call center productivity and growth metrics: 34% increase in quotes and conversion in the first month in one state
• USD 2 billion revenue potential through leads in two years
  

Direct sales (online channel) implementation for a top 3 US based insurer

Solution: 

• Revamped user experience for sales across multiple states for the auto product
• Implemented V-process model with distributed Agile. Dynamic screens based on auto product type and state
• Ran a pilot in two states with deployment to 50 states over a period of 2-3 years
  

Benefits:

• 338% increment in online premium in two years
• 40% reduction in elapsed time for online quotes
  

Direct servicing for Australian insurer 

Solution: 

• Technical platform that is adaptable, agile and consistent across all channels to support their evolving business and meet their customers’ needs
• Engaged in implementation of Kana for customer service
  

Benefits: 

• Gross written premium increase of AUD 241 million
• Expense savings of AUD 85 million and margin retention of AUD 125 million