AXA Singapore is on a mission to become the world’s best digital insurer. That means creating value and differentiation for the company’s customers and its vast network of more than 5,000 distribution partners.
The company has undergone an extensive digital transformation that includes Service Cloud and Marketing Cloud deployments. It has also built a new distributor portal on Experience Cloud.
This distributor portal gives the company’s dedicated partners and independent agents direct access to customer policy data and claim status.
“Previously, partners needed to call or email our distributor care team to check on policy details, claim status and renewal dates for their customers,” explains Abhishek Sharma, Head of CRM, AXA Singapore. “Some of our partners may have a portfolio of around 1,000 customers, so this could be quite time consuming.”
The new portal puts an end to this. It also reduces the admin burden on the distributor care team, and enables them to focus on more high-value tasks.
Read the customer story to learn more about how AXA Singapore has improved customer engagement while boosting process efficiency. Sharma also shares his five tips to create a development roadmap that will put your next digital transformation project on the path to success:
