In December 2019, Heritage Life acquired a closed book of life insurance policies as part of its growth strategy. It selected TCS to build a new, resilient, and scalable customer service platform that would deliver a superior customer experience before the Transition Services Agreement (TSA) expiry and ensure continuity of service to the policy holders.
TCS conducted design thinking workshops with business and IT leaders to examine the entire customer journey, identified information gaps and bottlenecks, and blueprinted a solution that streamlined the processes and data flows to transform the customer experience end-to-end.
At the core of the solution is a platform that gives Customer Service Representatives (CSRs) a 360-degree view of the policy holders, equipping them with all the information they need to swiftly respond to service requests and offer personalized services.
Further, the integrated platform encompasses a cloud-based contact center, workflow management system, document management system and customer communications, to enable a seamless and secure flow of data and work items, for speedy fulfillment of customer service requests. TCS used a low-code/no-code technology platform from Creatio, its Co-innovation Network (COIN™) partner to accelerate the build process.
The new customer service platform has empowered CSRs, reduced the average service call duration, boosted productivity, and significantly improved customer satisfaction. Further, it serves as a digital foundation that Heritage Life can leverage to integrate newer channels in the future for policy holders.
“With the rapid growth of Heritage Life, we wanted to ensure our business was meeting evolving customer needs and expectations. This meant enhancing our digital capabilities. To enable this, we chose TCS as our transformation partner to reimagine user experience and offer highly personalized customer engagement,” said Pamela Lall Brown, Head of IT, Heritage Life.
“TCS helps financial services firms adopt a holistic approach to digital transformation, redesigning all the processes and underlying systems that affect the customer journey, to provide frictionless, compelling experiences.
We are pleased to partner with Heritage Life in reimagining their customer service, leveraging our digital expertise, experience in CX transformations and our COIN innovation ecosystem to provide a differentiated experience,” said Anupam Singhal, Business Head, Banking, Financial Services and Insurance, TCS.
At around 11:10 AM, TCS was trading at Rs3,605.90 per piece down by Rs28.7 or 0.79% on Sensex.