Page 10 - WOW Magazine Feb 23

3. Bot enabled WhatsApp Services for Policyholders (HAPPINESS)
Self-servicing options in the hands of policyholders and at their fingertips have been the need of the hour. As part
of ‘Azadi ka Amrit Mahotsav’ initiative, we launched our Bot enabled services for policyholders on WhatsApp on
15-Aug-2022 with 7 top servicing queries. It is exciting to note the upward trend in adoption during Q3, and basis
which we have already initiated work on the second phase of policyholder self-services to be launched at the
earliest. It is my request to all of you to keep popularizing our digital services at every customer interaction and
assist them getting onboarded on the self-servicing platform.
Secondly, it is critical to understand our role as contributors to these Service initiatives. In line with our
organization philosophy of Converting Transactional Relationships into Subscriptional Relationships, it is
imperative in today’s continuously evolving and dynamic business environment to demonstrate Service as an
Attitude, and not merely as an Action. If Service has to be an Attitude, it is not only about the external customer
experience, but a lot and lot more about the readiness of internal customers i.e., ALL OF US, collaborating with
each other within the organization to own the external customer to deliver the desired positive experience.
CUSTOMER ENGAGEMENT function has tried to facilitate the same through a series of actions for both Field Sales
and Operations as under:
a) Learning Hours Engagement – which has been institutionalized and where Field Operations spends
dedicated time with all sales colleagues to streamline understanding gaps, clarify documentation
discrepancies and promote First Time Right (FTR)
b) Bot enabled WhatsApp Services for Employees (TOMODACHI) – Phase 1 launched in Sep’22 to enable daily
business updates to all Sales colleagues at the click of a button – PUSH summary for total Business pipeline
and PULL summary for detailed requirements.

c) Business Intelligence (Power BI) Dashboards – developed to create visibility and transparency till last mile,
disseminate one source of information and data across roles and levels, facilitate insight driven Distribution
Support and Business Quality
d) Upskilling of CSM teams – to knit a common thread across front-office and back-office roles for uniform
understanding and standardized operations through various initiatives like Last Mile Connect – ECHO with
COO, Process and Product Month Celebrations for new updates and refreshers, Competency Assessments
for customer facing officers, Managerial Effectiveness Program for First Time Managers ‘Learn to Lead’, Zonal
Conclaves as off-site connect between Field & Corporate teams, implementation of Branch Operations
Scorecard and Service dashboards on Power BI

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