Rajesh Krishnan, Bajaj Allianz Life Insurance coverage


Since expertise is a instrument, not an finish in itself, it needs to be used to enhance the worth of service supply. Whereas the insurance coverage sector has developed and launched sure insurance coverage merchandise in response to adjustments within the habits of financial brokers, it has lagged behind in offering clients with the consolation and ease that cell expertise can present.

For the {industry} to enhance considerably, digital transformation is crucial. RPA (Robotic Course of Automation) and Clever Automation pilot applications at the moment are being launched by insurance coverage firms, however they’re more likely to have a big impression on the {industry}.

In an interview with Rajesh Krishnan, Head of Operations and Buyer Expertise, Bajaj Allianz Life Insurance coverage, we mentioned all these factors. Half:

DQindia On-line | dataquest Rajesh Krishnani

DQ: How are you?Enhancing insurance coverage operations by way of course of automation and virtualization,

Rajesh: Within the present enterprise atmosphere, organizations will need to have automation and virtualization as their precedence to ship buyer expertise and stay related to the brand new age buyer. This has been one in all our high priorities and we’re successfully leveraging them with us in our buyer journey, which begins with onboarding a buyer and runs by way of your complete buyer lifecycle.

Holding in thoughts our core focus to allow pleasurable buyer engagement and capability constructing, we consider {that a} strong expertise structure performs a vital function. We’re continually evaluating new age applied sciences and platforms to make sure that we offer the very best options and experiences to our clients, distributors and different stakeholders.

smartassist Our distinctive co-browsing service platform was created throughout Wave 1 of COVID-19, the place assembly folks nose to nose was a problem. This co-browsing platform helped brokers in addition to clients maintain their targets on observe. We had an identical journey.whatsapp for enterprise For brokers in addition to workers. We’ve got created a robust platform to make sure that our stakeholder engagement stays seamless.

DQ: What are P’s?Practices to serve the client with information pushed insights,

Rajesh: The insurance coverage {industry} generates huge quantities of beneficial buyer information. Elevated expertise adoption, higher entry to on-line customers’ footprint, and use of evolving applied sciences similar to AI and ML permit us to churn out attention-grabbing information insights, serving to us create personalised experiences for purchasers.

We’ve got a number of information analytics fashions that use new applied sciences like AI and ML to ship higher outcomes and create safe workflows. For instance, our strong and mature fraud detection mannequin continues to assist us establish excessive development fraud patterns, mitigate potential dangers and optimize our enterprise efficiency. We additionally leverage these information pushed insights to enhance buyer retention by persistently reaching excessive persistence ratios and establishing steady engagement throughout a number of touchpoints.

DQ: n. what areNew investments made in expertise and future tasks,

Rajesh: Buyer ardour stays our objective. We’re targeted on consolidating our investments in expertise together with many facets of UI/UX, information integration, course of automation and digitization.

One in every of our most up-to-date service improvements is an industry-first QR code function throughout our 509+ branches, permitting clients to self-service their wants with prompt closure. It’s a easy and safe function, and offers clients entry to fifteen standard providers on their telephones. The shopper simply has to scan the QR code and benefit from the ‘palm at department’ expertise. We repeatedly improve the options of all our digital property to make sure a clean and pleasurable expertise for our stakeholders.

DQ: Developments that may drive buyer expertise post-pandemic?

Rajesh: We consider that we at the moment are residing and constructing in a post-pandemic enterprise atmosphere. Companies like life insurance coverage have been in a position to ship by way of all parameters through the lockdown imposed through the pandemic interval. Our expertise and digital transformation journey that started a number of years again in 2020 has seen us carry out nicely on the life targets of our clients and allow us to grow to be one of many quickest rising life insurers within the {industry}.

Every of our stakeholders anticipate seamless supply, and it’s our fixed endeavor to make these deliveries easy, protected and quick, making your complete expertise a joyful expertise. We’ve got a spread of digital property for all stakeholder teams, and every is enhanced holding in thoughts the evolving enterprise atmosphere – ​​whether or not it’s to recruit and prepare our gross sales drive and brokers or to offer our shoppers with our Be it to offer a chance to affix or volunteer. their questions, and even studying platforms for our workers and brokers.

Digital and technological traits level in direction of making certain a joyful, fast and safe expertise. Bajaj Allianz Life Insurance coverage is nicely positioned on this path.

dq: what are tApplied sciences affecting enterprise of buyer expertise,

Rajesh: New age applied sciences like AI, ML, Large Information, NLP (Pure Language Processing), and so forth. are enjoying an important function in serving to firms to have interaction meaningfully with clients by way of varied revolutionary purposes. Advances in these applied sciences will assist enhance back-end effectivity, which may even enhance front-end buyer expertise.



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