Page 8 - WOW Magazine Feb 23

Operations Efficiency

Message from

Customer Engagement Desk

“Do the best You can until You Know better.
Indrajit Dutta Then when You know better, Do better.”
SVP and Head – Maya Angelou
Customer Engagement

Dear Colleagues,
Greetings (of the Season) and Congratulations (for the robust stage set for a grand FY closure)!
As we approach FY22-23 closure, it could not have been a better opportunity for me to reflect on certain aspects
of CUSTOMER ENGAGEMENT with an objective to ENABLE and EMPOWER our customers – YOU and POLICYHOLDERS.
Let me first talk about 3 specific Service initiatives for this year that have had significant impact on overall
Customer Experience:
1. Customer Best Advisory Call (BAWC)
This is a very critical parameter in the customer onboarding journey, that will eventually decide customer’s
stickiness and engagement level with us as his/her long-term preferred insurer. Also, this is a key business quality
metric to prevent anti-selection. It is our responsibility to exercise necessary due diligence at the time of
prospecting, soliciting and processing to ensure that the RIGHT customer for us has bought the RIGHT plan for
himself/herself. There is quite a scope for improvement on this front as evident from the dashboards below. I urge
all of you to call out for any support required to get our Customer Connect and Verified ratios at greater than 95%
till we come up with an enhanced solution to make our digital onboarding process more efficient and seamless.

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