MAKING INSURANCE SALES PERSONAL

SALESFORCE SUPPORT | FINANCIAL SERVICES CHAT | RESPONSIVE WEB & APP | ON-PREMISE

THE CHALLENGE

To provide excellent customer service, Zurich agents and marketers needed quick and reliable access to their customers policy information and updates on claim status. However, this information was often on disconnected and disparate systems. An Internal IT Helpdesk was created to assist with this, however, call volumes mounted to over 1,000 queries per month and it distracted the marketers from focusing on their customers.

THE ANALYSIS

Hyperlab begun with a user study to investigate how agents accessed and utilised the information required to assist their customers.

THE FINDINGS

Upon understanding this, Hyperlab built and designed Zac, a mobile-responsive functional CRM Assistant that gave them direct access to Zurich's systems, while allowing a multitude of questions to be asked.

THE SOLUTION

Upon understanding this, Hyperlab built and designed Zac, a mobile-responsive functional CRM Assistant that gave them direct access to Zurich's systems, while allowing a multitude of questions to be asked.

The automation of key intermediary workflows is powered by deep integrations with Malaysia's Insurance e-Claiming System (Merimen), Malaysia's Road Transportation Department (JPJ), and Zurich's other core systems.

THE RESULTS

Within the first month of deployment, Zac managed to reduce call volume by 15%. After winning an internal innovation challenge, Zac is now embarking on a company-wide launch.