To enable seamless customer sign-up, reduce complaints of mis-selling by sales agents, and detect high risk applicants at the sign-up stage itself, Tata AIA Life implemented several digital initiatives such as mobile applications, video post sales calling (PSC), predictive and analytical tools, and Optical Character Recognition technology (OCR). ..

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LEVERAGING DIGITAL TECHNOLOGIES – POST SALES

Tata AIA Life leveraged several digital technologies to provide exemplary post-sales customer service. Adoption of cloud-based tools to improve customer service across various touch points, deployment of chatbots across social media platforms and messenger service applications, and use of predictive analysis to remind select customers of their premium due dates enabled Tata AIA Life to streamline business operations and maintain cordial relations with customers. .

CUSTOMER SERVICE DURING COVID-19 LOCKDOWN

Tata AIA Life was able to run all its operations during the Covid-19 lockdown in India by quickly maneuvering them in line with the lockdown regulations. Digital technologies played a vital role in this strategic move. According to Yusuf Pachmariwala (Pachmariwala), Executive Vice President & Head – Operations,..

ROAD AHEAD

The Covid-19 pandemic was expected to drive growth in the adoption of digital technologies. In the words of Pachmariwala, “We want to ensure that at a time when the country is dealing with an unprecedented crisis, we are stretching ourselves for them. We are continuing to see ground level enquiries coming in through our online platforms. Companies will also become more digitally inclined having experienced a total digital dependence in this period.” ..

EXHIBITS

Exhibit I: TATA AIA Secure Life App
Exhibit II: Good Friend Application
Exhibit III: Eazy Connect App
Exhibit IV: WhatsApp Registration Page
Exhibit V: Customer Reviews