Introduction 
A key insurance provider in the UK was grappling with outdated customer relationship management (CRM) processes. With a 100% reliance on a traditional contact center and legacy systems, the organization faced significant challenges, including declining customer satisfaction and limited digital adoption. Truviq Systems partnered with the provider to design and implement a cutting-edge CRM strategy that would drive growth, streamline operations, and enhance the customer experience. 

The Challenge 
The client’s reliance on legacy systems and contact center operations had resulted in several pain points: 

  • Slow time-to-market for new features and maintenance challenges. 
  • Declining breakdown memberships and low digital sales rates. 
  • Increasing customer support costs due to inefficiencies. 
  • A slowdown in business growth and a lag in adopting new technologies. 
  • Low customer satisfaction scores, which hindered retention and acquisition efforts. 

These challenges required a robust CRM transformation to drive efficiency, boost customer satisfaction, and enable scalability. 

The Solution 
Truviq Systems deployed an innovative CRM solution tailored to address the client’s challenges. The key components of the solution included: 

  1. CRM Strategy Design: Leveraging Pega and MDM Informatica to reimagine the client’s CRM approach. 
  1. Enhanced Call Center Application: Introducing Pega Customer Service for streamlined case management and a single customer view. 
  1. Automation and Efficiency: Implementing one-click deployment DevOps for end-to-end automation, reducing deployment and release times by 70%. 
  1. Unified Digital Channels: Integrating digital platforms with Pega to create a seamless omnichannel experience. 
  1. Customer Support Integration: Connecting customer service with social and chat platforms for enhanced accessibility. 

The Results 
The CRM transformation delivered measurable results that significantly impacted the client’s business: 

  • 30% Growth in New Business: A substantial increase in new business growth due to improved customer engagement and streamlined processes. 
  • £3 Million in GWP Renewal Benefits: Enhanced renewal strategies leading to greater revenue retention. 
  • 82% Retention Rate: Automated marketing campaigns helped achieve a high retention rate, boosting overall customer loyalty. 
  • Cost Savings: Transitioning from an OEM partner and leveraging the Opti-Shore Model resulted in $3 million in IT savings for the customer. 
  • Improved User Experience: High satisfaction levels among both end-users and agents, thanks to the omnichannel experience and user-friendly platforms. 
  • Business Configurability: A configurable mechanism for pricing, products, and coverage allowed the client to be agile in responding to market demands. 

Conclusion 
Through its innovative CRM transformation strategy, Truviq Systems empowered the

insurance provider to overcome its operational inefficiencies and drive customer-centric growth. By enabling a unified, automated, and digital-first approach, the client achieved significant cost savings, improved customer satisfaction, and positioned itself as a leader in the competitive insurance market.

Ready to transform your business? Let Truviq Systems help you achieve your goals with cutting-edge solutions.