success story

An American insurance company creates meaningful customer experiences across their omnichannel journey

With Virtusa’s Journey Analytics solutions and VoC platforms

Our client, a leading American Insurance company, wanted to secure its position amongst its clientele by delivering a differentiated customer experience (CX). The pandemic outbreak in recent times has cast an even brighter light on managing the CX. Consumers, worried about their health, travel restrictions, and financial futures, mainly depend on insurers who could provide them the much-required assistance. To enable this, the client had to focus on consumer-centric models and reimagine its omni-channel strategies.

Virtusa as a strategic business partner, assisted the client with a roadmap to digitally transform its business models to improve customer engagement across channels.This approach resulted in effective business outcomes enhancing the customer experience to a level further.

The Challenge

There was an indispensable need for the client to shift their focus to a customer-centric model with the introduction of new channels and formats for communicating, language options, and everyday engagements. Our client had to reimagine their omni-channel servicing strategy to transform the end-to-end customer experience across channels like phone, IVR, online, mobile, social, text, etc. They needed a robust yet integrated approach across competing communication channels to redefine their business models.

The Solution

Virtusa enabled the client to reinvent their business models and omni-channel operations to support customer-centricity, unifying communications leading to superior CX. Our consulting-led comprehensive approach enabled the client to ace six customer journeys over 37 events of moments of truth via solutions like journey analytics, AI, and the voice of the customer (VoC).  

We created a strategic, operational, and technology business architecture through effective management consulting, design thinking, scaled agile execution. 

The solution harnessed the power of AI and automation, cognitive communication, and quality assurance best practices. Our customer-centric focus laid a firm foundation for an effective customer journey orchestration by adapting the cross-channel VoC. 

Our collaboration delivered impactful outcomes within a ten-week program increment consisting of five sprints of two weeks each with an agile development factory model. 

Creating meaningful customer experiences throughout the omnichannel journey
The Benefit

Virtusa’s journey analytics solutions helped create a personalized experience, embedding cutting-edge technologies and intelligent workflows throughout the customer journey. Architecting our solution around the CX helped the insurance client turn into a trusted advisor to drive customer loyalty and ultimately make the right business decisions. Other key benefits include :

  • ~$12MM up in run-rate efficiencies
  • 5-20 points uplift in customer experience
  • Improved NPS and TNPS
  • Reduced call volume
  • Optimized customer conversations across Channels 
  • Improved response and resolution rates


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