CASE STUDIES

TECH ENABLED INSURANCE RENEWAL

Example of a Tech Enabled platform for Renewals/Premium reminders& Collections.

1. Enser has set up a technology platform for one of our Insurance client.
2. This Platform is software enabled to pick up variables such as: Name of customer, vehicle type, contact no, premium due and date of renewal.
3. This is an automated Al driven application using integration with client database server and our IT Infrastructure.
4. This system also picks up best case time when the customer is available to interact on his mobile on a link or WhatsApp without any human voice interference.
5. System reaches out to the client and captures if he/she is available to interact if it is yes then the tech proceeds further. A quotation is send to their phone for consideration.
6. A secured payment link for their renewal of policy is shared so that the client does not lose the benefit of the insurance policy. This helps at time to ensure that they don’t miss out the date. Post which the policy lapses.
7. Once the customer has gone through the details he/she captures their interest and pays online.
8. A policy from back end is issued and the customer enjoys the policy benefits without losing out of the same.
9. Record and status is updated at the insurance company end of this transaction.

CUSTOMER ACQUISITION

Example of a Customer Acquisition work flow process

1. Enser manages digital leads / live leads for majority of its customers ; which tend to be the most important data set integrated from client LMS
2. This process basically involves ensuring that such prospective customers are handled within 3 / 5 minutes of them reaching out to the company through any online medium.
3. In case these clients do not reach the specific page i.e. either quote generation / booking / payment page the system triggers the pre decided next steps .
4. This could either be a call from an expert or an email or WhatsApp with additional details.
5. Advisors verifies KYC Documents and issues secured payment link
6. Customer makes the payment and the Client issues document/policy/Course as may be applicable.

LIST OF ACTIVITIES FOR EXISTING CUSTOMERS

Development & Integration with CRM Systems:

Enser Integrates BPM platform with Customer Relationship Management (CRM) tools to streamline customer information and interactions for our customers especially in Insurance and Edtech.

Data Analytics and Customer Profiling:

We Leverage data analytics to analyze customer behaviour and preferences, allowing for more personalized interactions. Like customers that came to our platform and did not purchase any product, we are able to analyse this data set for our customers.

Lead Generation / Customer Acquisition :

Develop targeted lead generation strategies to identify individuals or businesses who may be interested in for example insurance products or edtech products or other such depending on customer types.Utilize marketing data, online campaigns, and to generate leads.

Outbound Calling Campaigns:

Conduct outbound calling campaigns to reach potential customers. Train Advisors to effectively communicate the benefits of product/services coverage and address customer queries.

Scripting and Training:

Develop effective scripts that highlight key features and benefits of insurance products. Provide comprehensive training to Advisors to ensure they are well-informed and capable of handling customer inquiries on web or chat

Multi-Channel Engagement:

Integrate Contact centre efforts with other communication channels such as IVRS, WhatsApp Business, Email, SMS, and online chat to provide a seamless customer experience.

Quality Assurance

Implement quality assurance measures to monitor and evaluate the performance of agents, ensuring a high level of service, Example: we do this for one of our customer in hospitality industry.

Customer Segmentation

Segment potential customers based on demographics, location, and other relevant criteria to tailor the insurance offerings to their specific needs, we generally work around this with clients in Life, Health and Motor insurance verticals

Real Time Data Integration

• Managing Real Time Data flow integration with Clients websites and their technology platforms. We generally work around this for almost all segments of customers where requested for.

MIS

Real Time Monitoring Tools Customised Management Dashboards. This is usually for almost 90% of our customer base offerings.

Business Continuity

System in place to ensure 98.99% uptime. This provides for 100% backup for power, IT and other IT services. Additional site is created for this.

Promotions

Short Term Promotions and Contest through Advertising Agencies. Through these agencies we have done contest on some TV channels in the past.

Tech Based Solutions

Tech based solutions for premium/collections/renewals and other reminders,for sharing quotations with minimal human intervention to help reduce cost for our customers- Explained in a workflow diagram below:

Machine Learning Tools:

We use Machine Learning tools to enhance and Audit 100% of client interactions .This is to achieve 0% error in any way of client interaction.

Customer Education:

Educate customers about the importance of product or services of our customers. Ensure that all regulatory requirements and ethical standards are followed in cases where applicable. Communicate transparently about terms, conditions, and pricing.

Complaint Redressal and Improvement :

Collect feedback from customers to identify areas for improvement in the customer acquisition process. Continuously refine scripts, training programs, and strategies based on customer feedback

Cross-Selling and Up-Selling:

Identify opportunities to cross-sell or up-sell additional iclients products based on the customer’s profile and needs.

Customer Support:

Offer extended hours for customer support to cater to individuals who may prefer contacting outside regular business hours

DATA MANAGEMENT

Example of Data Management work flow process
NHA – Government of India

1. PMAM Login with the registered mobile Number On NHA Service Portal and OTP gets generated for Authorization for access of Portal
2. Approve Request Tab is clicked and Hospital AR displays the records of beneficiary
3. Beneficiary Authentication is checked for Aadhar Verification Data
4. Beneficiary Records are Displayed for Verifications
5. Post Verification of Data, PMAM selects appropriate Options as Acceptable Match or Not match, against
6. Each defined parameter
7. All verifications are done based on standard Checklist Provided by NHA & Approved for Further benefits
8. All Rejected Or Not Match status are disposed with valid comments and updated.

Enser’s foray in BPM- Data Management.
Experience in a Government Tender Project.

Process current in process with National Health Authority under Ministry of Health and Family welfare.

  • Ayushman CAPF – DEFENCE

  • Rashtriya Arogya Nidhi

  • Health Ministers Discretionary Grant

IT INFRASTRUCTURE (EDTECH)

Example of IT Infrastructure – Work flow process for EDTECH Company

Edtech company approaches Enser to set up a technologyto help them with their Customer Service reps
(CSR) to connect with students that have come to their app based platform to enquire about courses. These are courses from 2nd to 12th for state boards or CBSE boards.
1. Enser Develops a platform to integrate with their live database of students on the CRM
2. Logics to dial out and connect the right CSR to the student in appropriate course is developed.
3. In the event that the CSR is not able to close the sale with the student or the parent, a call is patched in with the supervisor to do the same.
4. During the interaction with Students or parents all information is picked from CRM, of student on the edtech platform on how may lectures he has attended, course that the student is interested in, how long the student has been on the app etc.
5. Information on dashboard of daily sales, weekly sales,sales by course,sales by CSR etc is available for online access.
6. Training courses are also conducted online for CSR.

IT INFRASTRUCTURE

LIST OF ACTIVITIES FOR EXISTING CUSTOMERS

Hardware:

Servers and Data Storage:

solutions to handle the organization’s data and applications.

Networking Equipment:

We Ensure a reliable and high-performance network infrastructure, including routers, switches, and firewalls.

End-User Devices: Provide employees with up-to-date and secure devices such as laptops, desktops, and mobile devices.

Network Infrastructure:

High-Speed Internet Connection: Virtual Private Network (VPN): Wireless Connectivity:

Data Security and Backup:

We implement Data encryption protocols to protect sensitive data.
Regular Data Backups: Establish automated and regular data backup \procedures to prevent data loss.

Access Controls:

Implement strict access controls to ensure that only authorized personnel can access sensitive information

Cloud Services:

Cloud Storage and Computing: Leverage cloud services for scalable storage,
computing power, and backup solutions. We offer this solution to one of our Insurance customers and some other edtech companies.

Cybersecurity Measures:

We use tools suchas firewall (SOPHOS) routers and Anti virus solutions to ensure data security and privacy for our clients needs.

Scalable Infrastructure:

Enser has invested in scalable infra to ensure that the infrastructure can scale to accommodate growth in data volume and user numbers.

Enser provides IT Support and Monitoring:

Help Desk Support: Establish a help desk or support system to assist users with IT-related issues.
Monitoring Tools:
Implement monitoring tools to track the performance and health of the IT infrastructure in real-time.

Disaster Recovery and Business Continuity:

Develop and regularly test a
comprehensive disaster recovery plan to ensure business continuity in the event of IT system failures or disasters We have created an additional DR site.