20th December 2024 Delhi, India SBI General Insurance, one of India’s leading General Insurance companies, has successfully implemented the BUSINESSNEXT platform, a specialized Insurance Customer Relationship and Experience Management (CRM) solution, marking a significant milestone in its digital transformation journey.
This strategic launch empowers SBIG employees to deliver a superior and seamless insurance experience to its customers across India. The collaboration with BUSINESSNEXT aims to revolutionize customer journeys and boost operational efficiency on a large scale.
Key Highlights of BUSINESSNEXT Implementation:
The BUSINESSNEXT platform is seamlessly integrated with 20 different systems to ensure a unified and efficient operational workflow. There are Advanced Lead and Campaign Management features for automatic prioritization of leads and rating based on campaign sources for ensuring targeted and effective marketing efforts. Contact Centre (CC) and Learning Management System (LMS) teams are added to the complaints workflow, ensuring prompt and efficient resolution of customer issues. There are significant enhancements for Net Promoter Score (NPS) tracking, specifically tailored for servicing and renewals, ensuring a continuous improvement in customer satisfaction. The platform enables user groups like branch operations and underwriters to operate seamlessly across various channels. Straight Through Processes (STP) have been built-in via an API layer for higher First Contact Resolutions (FCR) ensuring accurate and quick processing. It also provides pre-issuance support for digital sales, enhancing the customer acquisition process.
The BUSINESSNEXT platform underscores the company’s commitment to adopting state-of-the-art technology solutions that enhance customer experience and operational efficiency.
“We are excited to integrate the BUSINESSNEXT platform into our operations,” said Pankaj Pandey, Chief Information Officer, SBI General Insurance. “This will not only strengthen our service delivery but also ensure that we continue to meet and exceed the evolving needs of our customers.”
Sushil Tyagi, Executive Director, BUSINESSNEXT, said, “Our partnership with SBI General Insurance highlights the transformative potential of purpose-built CRM solutions in the insurance sector. This deployment allows SBIG to deliver personalized experiences at scale while adapting to evolving market dynamics.”