Customer Analytics in Insurance

Customer Journey Decoded

IMPACT AREAS

Customer Analytics

One of the leading Insurance companies based in India, was seeking analytics that would aggregate​ all of their customer interactions, transactions, feedbacks and agent data to provide an end-to-end picture of the customer’s journey.

Customers today can interact with an organisation in many ways, across multiple touchpoints, media and platforms. Inteliment’s unique customer experience analytics help reduce complexity at an operational level, turning many voices into a singular focus.

Impact

Our solution provided insights on categories, classifications and co-relation on structured and unstructured data, through which our client was able to understand the reasons behind their customers choosing them over competitors, how they rate the customer on-boarding journey over a few weeks and the CSAT at the end of the year.

“Our executive team thrusts a lot on Customer Engagement and hence this programme has gained a lot of value internally. Team Inteliment’s expertise and understanding of what’s needed, enabled to deliver just the kind of solutions that were required.”
Head, Consumer Insights
An Indian Insurance Company

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