Bajaj Allianz General Insurance chose CRMNEXT to create and automate multi-asset insurance journeys, processes for retail, corporate to deliver a unified experience across channels and bring in business efficiency with consistent growth.

1. Leveraging Digital Journeys for a
Continuous, Delightful Experience
BAJAJ ALLIANZ GENERAL INSURANCE - Case Study
The general insurance industry in India is projected to cross US$50bn in 2025. Bajaj General Insurance, a
leading general insurance provider, aims to corner the lion’s share of the market by serving retail and corporate
customers, dealers on digital sales, service journeys across omnichannel touch points anywhere and on any
device. It chose CRMNEXT to create and automate multi-asset insurance journeys, processes for retail, corporate
to deliver a unified experience across channels and bring in business efficiency with consistent growth.
ASPIRATIONS
The immediate needs revolved in having a unified platform that automated tracking of corporate insurance prospects and
leads. The insurer wanted to bring in efficiency growth in lead conversion amid complete business visibility. BAGIC, also
wanted to eliminate siloes between sales, service and renewals for deeper process streamlining, improved intermediary
management and automated actionable intelligence on a unified insurance technology platform.
Users: 11 Straight Through Processes
400+ Service Request Types
40+ Auto Emailer Templates
15+ Integration Touchpoints
- 400 Service
- 300 Web Sales
- 200 Renewal
- 100 Corporate
HIGHLIGHTS

2. Intelligent Corporate Customer Relationship
Management
CRMNEXT empowered BAGIC Relationship Managers
to employ value driven account planning. RMs could now
track key account values to prioritize activities. RMs can
leverage the power of CRMNEXT to track insurance
budgets & annual plans with current achievements
for existing customers. RMs got real time intelligence
on corporate customer activity for superior product
targeting, service and cross-sell opportunities. Seamless
integration through Autonoma Integration Engine with
multiple systems delivered rich customer profiles with
detailed engagement history to develop profitable
long-term business relationships.
Faster Retail Web Sales Management
CRMNEXT equipped BAGIC users to capture leads
and opportunities through digital journeys on web,
emails, social media, Referrals, IVR etc. The platform
automatically assigned leads based on pre defined,
customizable assignment rules. CRMNEXT equipped
BAGIC users with predefined templates and guided call
scripts that could be customized for call, email, SMS or
print communications to target website drop offs via call
back, chat, social media etc.
Delightful Customer Service
CRMNEXT equipped BAGIC with out of the box custom
views that displayed a holistic customer 3600
view that
included customer information, contact information,
interactions, preferred contact channel, associated
opportunities, service requests ,escalations and customer
history etc and provided real time updates and complete
intelligence on a customer service request. Inbuilt template
management in CRMNEXT allowed service teams to
configure more than 40+ plain text, SMS, Email, PDF/print,
multilingual templates with mail merge functionalities that
can also be used in automated acknowledgement.
Visual designers also allowed BAGIC to create
configurable workflows that captured all types of service
requests types (more than 400+) across channels.
Seamless integrations and 10 straight through processes
reduced redundant processes. Well defined escalation
management allowed the company to configure rule
based escalation and reporting of service requests in
case of TAT breach. Centralized Document Management
System (DMS) allowed agents to fetch and store KYC
documents, collaterals etc., as an attachment for customer
or internal communication. Advanced report creation
wizard allowed for creating multiple reports such as
service reports on backlogs, closure statistics etc. It also
has the functionality to add graphs (single-axis/ multi-axis,
graphs, pie charts etc) and filters to the final generated
report.
Solutions
Integration Systems
Core System (OPUS)
Core System (TCS BANCS)
DWH
HRMS
Dispatch System
Chat - Customer Service
(Yellow Messenger)
Chat - Sales (Live Help)
Website
ORM (Online Reputation
Management)
ASPECT
Cloud Cherry
IGMS
Communication Hub
Netcore
CBM Portal

3. Higher Cross Sell Conversions
Based on customer intelligence analyzed in AI, ML driven
frequency scoring, whitespace analysis, BAGIC users are
able to deliver personalized offers across channel in real
time with CRMNEXT’s Trinity Cross Sell modeler. Alerts
from various systems integrated to provide event based
triggering enabled RMs to take advantage of real time
opportunities.
Effective Policy Servicing
CRMNEXT made policy servicing faster by providing
BAGIC executives a unified insurance policy view that
delivered a 3600
policy information on a single screen.
This holistic intelligence was generated through mashups
based on on-demand fetches. BAGIC teams could also
quickly create layouts that included customizable fields
like demographics, transactions, interaction, payments
etc.
Easy Renewals Management
CRMNEXT empowered BAGIC to auto generate
renewal base and execute rule based renewal allocation
to different vendors. Different allocation rules were
applied to ageing buckets. This ensured real time update
on payment status and calling buckets with monitoring
of allocated vs. called vs paid. Responses from renewal
campaigns that are run outside CRMNEXT are captured
on CRMNEXT with the help of webapi calls.
Reach us at: sales@crmnext.com
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