Aviva Life Insurance and Talisma Solutions have built a strong relationship spanning over two decades. Talisma's CRM solutions have effectively addressed Aviva's challenges in handling customer experience, and modernized their operations, earning their unwavering trust.
Aviva relies on Talisma CRM for managing their customer service and internal operational teams, handling customer communications. Talisma's comprehensive features have not only supported Aviva's existing business processes, but also facilitated new ventures. Aviva greatly values Talisma's expertise and commitment to customer satisfaction. As a reliable partner, Talisma consistently delivers benefits, enhancing Aviva's overall performance. Their enduring collaboration drives efficiency and is creating exceptional results.
Challenges
Lack of a dedicated system to store customer data:
- Customer Interaction data was stored in silos, separately among different customer service team members
- Customer interaction data present in external tools such as Microsoft Outlook and IGMS was tracked in different Excel sheets, resulting in unstructured customer data storage
Difficulty in tracking a large number of customer interactions:
- Reliance on Excel for interaction tracking, lacking integration with Outlook and IGMS
- Communication barriers when multiple teams were involved in resolving customer queries
- It was thus very difficult to track over 10,000 customer e-mails per day
Regulatory changes:
- Data Privacy concerns regarding usage of Aadhar no. was a major challenge in recent years
- Integration with the IRDA's IGMS portal was needed for better complaint tracking and management
Solutions
Extensible and flexible platform:
- Business users and IT users can configure and manage business process workflows
- Customer E-Mails are now directly logged in Talisma system. Integrated Email ticket resolution within CRM system makes it easy for agents to access customer data and understand customer issues easily
- The Customer Service solution was integrated with IGMS portal. Interactions were automatically created in the Talisma system, once a complaint was received in the IGMS portal
Regulatory compliance and customer privacy:
- Aadhar details of customers are masked, wherein agents cannot see the Customer's Aadhar no. mentioned in the interactions
Benefits
Single unified platform to capture customer data:
- Single unified platform for the Customer Service Group to access customer interaction history from purchase to grievance history, across 10,000 interactions per day
- Single point of access to important customer details such as customer requests, customer interactions, policy no. and tenure information
- The solution is used by multiple departments within AVIVA, apart from Customer Service and Operations
- Even branch offices have easy access to customer data, making branch operations more efficient.
- Customer grievances on the IGMS portal seamlessly flow into the CRM
Customer service processes are now agent-independent:
- Agents can access the entire history of customer past interactions
- This makes it easier for agents to understand customer issues
Regulatory compliance and customer privacy:
- With Aadhar masking, agents cannot have access to the Customer's Aadhar no. mentioned in interactions. This ensures data privacy of customers
- Integration of the CRM with IRDA's IGMS portal
Faster closure of customer requests and complaints:
- Aviva has control to define SLA's and escalation matrix based on the nature of the leads.
- More than 90% TAT compliance was achieved, which is respectable as per industry standards
Provide consistent customer experience:
- Enquiries and complaints captured through various channels such as mail & IGMS are tracked to resolution using single platform
Ability to configure and manage CRM process workflows:
- This enables automatic assignment of customer queries to the relevant teams and agents