Byju Joseph is the Chief Technology Officer at Future Generali, a joint venture between leading groups: Future Group – A leading retailer in India, Generali Group- A global insurance group that features among top 50 companies in the world. Joseph has nearly two decades of experience in the technology world. Prior to his current role, he was working with Raymond, where he was responsible for major digital transformational SAP Projects across multiple group companies for Manufacturing, supply chain solution and APO (advance planning and optimization) implementation.
As a late entrant in the insurance market, Future Generali were pitched against stalwart organizations that were operating since long in India. Insurance being a subscription business, the customers do not experience the benefit of the product till he lodges a claim. The company was posed with the challenge to identify the right insights at each touch-point of the policy life-cycle and accurately quantify the magnitude of its impact on the spectrum of pain-points to delighters. This would in turn help the company drive their high-impact structural improvements and innovations.
Future Generali introduced the insights program in 2017 across six touch-points measuring transaction - NPS at purchase, claims, renewal, service and relationship-NPS for intermediaries and corporate-clients. Within the first six months, the company had a plethora of insights. Some clear themes emerged through the analysis and scrubbing of the customers-comments and the findings from the close-loop calls. At the point-of-sale, customers expected greater clarity on policy benefits and wanted the documents to reach them faster and without errors. On the other hand, the company’s intermediaries expected an end-to-end solution to manage their customers’ needs as well as their own account. This helped the company have a quicker turnaround time, better experience for the customers and an end-to -end closed loop on renewals.
These insights helped Future Generali to launch multiple products/solutions to simplify customer service. The ‘WhatsApp for Service’ is an initiative designed to empower customers to access their policies and provide them a host of services over WhatsApp ranging from policy sharing, Aadhar/PAN document verification to policy renewal, premium alerts, document collection and receiving important updates. They also aunched iVISIS for real-time claim settlement on intelligent video interaction.