DIGITALISATION

A transition to a ‘truly digital’ experience

We deploy the best-in-class technologies to strengthen our system and provides while providing a seamless, safe and elevated omnichannel experience to our customers. We aspire to become a ‘truly digital’ organisation by making our IT infrastructure more robust and leverage the power of next-generation digital technologies like Artificial Intelligence (AI), Machine Learning, Data Analytics, among others.

FY21 key highlights

Transition to Work From Home (WFH)

Prioritising the health and safety of employees and adapting to the new normal, we transitioned them to a remote work environment swiftly, backed by our scalable, secure and sustainable VDI technology. We provided over 9,000 laptops, installed with the latest Windows edition and patches along with the antivirus, NAC and VPN agents, to ensure system availability and better productivity

Improved technology infrastructure

  • Proactively managed Data Centre (DC), Disaster Recovery (DR) and Wide Area Network (WAN) infrastructure to make our growing operations more efficient and provide quality service to customers
  • Moved all email IDs to a single domain using a two-factor authentication, making online transactions easier, with enhanced security features
  • Implemented volumetric Distributed Denial of Service (DDoS) attack mitigation services to enhance data security on all central corporate internet links in data centre
  • Implemented the Network Access Control (NAC) feature on all systems in the Corporate Office, CPC and branch offices to evaluate security policy compliance of desktop systems, before permitting access to the corporate network
  • Implemented the Symantec End Point Detection and Response solution in all the end points for identification, monitoring and automatically resolve external threats.
  • Deployed the Algosec Firewall rule management system to monitor and manage the firewall rules that are being deployed/removed from a central console

Seamless onboarding for customers

We developed a virtual process for our customers to offer a simple and intuitive on-boarding experience that took less than 10 minutes for completion. The system consists of online document submission, payment and verification. We have also outlined a detailed E-Policy and a dashboard for monitoring the process.

Simplified-workflow

Simplified workflow

Automation

Automation with AI

Data-analytics

Data analytics

Real-time

Real-time updates

Strong-backend

Strong backend assurance

41%

Automated underwriting

34%

Reduction in issuance TAT

99%

Digital Adoption

< 10 minutes

Customer onboarding process

Self-service options

Through our website and mobile applications, we provided self-service options through conversational chatbots and intuitive IVR using a propensity model. Our self-service portal is device agnostic and simple to use. We also offered our customers the option to communicate with our experts through WhatsApp, which we also used to send reminders, offers and updates to them.

~2 million

Queries handled by Call Center/IVR

~1.3 million

Self-transactions done by customers

~2.3 million

Customers opted for WhatsApp service

~2 million

Queries handled through bots

~2.4 lakh

Short URL(bitly) business generated

~2 lakh

Cross-sell leads generated

Digital onboarding, training and performance management of distributors

We created a digital mobile application integrated with CRM for onboarding, training and performance monitoring of our distributors. The application has a real-time, hierarchy-based dashboard for assessing productivity levels. It also comes with auto-updated fly information for new business as well as renewal follow-ups.

>39,000

Individual Agents (Life Mitra) added

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