Infobip > Case Studies > Gibraltar BSN: Streamlining e-Policy Delivery and Reducing Costs with WhatsApp Business Platform

Gibraltar BSN: Streamlining e-Policy Delivery and Reducing Costs with WhatsApp Business Platform

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Technology Category
  • Automation & Control - Human Machine Interface (HMI)
  • Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
  • Finance & Insurance
  • Transportation
Applicable Functions
  • Logistics & Transportation
  • Sales & Marketing
Use Cases
  • Chatbots
  • Last Mile Delivery
About The Customer
Gibraltar BSN is a rapidly growing life insurance company in Malaysia. For over six decades, it has been offering relevant and affordable protection solutions to Malaysians from all walks of life. The company is known for its innovative approach and was the first insurance company in Malaysia to use WhatsApp for sending e-policies. Gibraltar BSN is committed to providing excellent customer service and is constantly seeking ways to optimize its operations and engage with customers through modern digital channels.
The Challenge
Gibraltar BSN, one of Malaysia’s fastest-growing life insurance companies, was facing a significant challenge in delivering important and sensitive documents to its customers. The traditional method of delivering policies via post was not only slow but also expensive. Moreover, there was a regulatory requirement for the insurer to ensure that the life policy is delivered to the policy owner. This process was further complicated by the fact that many customers were not receiving these documents. In addition to this, Gibraltar BSN was also seeking to optimize their contact center to engage customers using modern digital channels.
The Solution
Gibraltar BSN turned to the WhatsApp Business Platform to address their digital transformation challenges. This popular chat app made the delivery of e-policies fast and convenient. It also facilitated the creation of their automated chatbot, GINA (Gibraltar INtelligent Assistant), which provided clients with information like e-forms, branch locations, panel hospitals, etc. The Infobip web interface allowed Gibraltar BSN to track the real-time delivery status of e-policies. This feature enabled the insurer to take action on any undelivered e-policy, thereby improving the customer experience and ensuring that policy contracts reached the intended recipients.
Operational Impact
  • The implementation of the WhatsApp Business Platform and the introduction of the automated chatbot, GINA, resulted in significant operational improvements for Gibraltar BSN. The process of delivering e-policies became faster, more secure, and cost-effective. GINA helped optimize the performance of the contact center by handling simple customer service inquiries, which led to an improvement in first-contact resolution and higher customer satisfaction. The company's innovative approach to e-policy delivery and customer service earned it the award for Digital Insurer of the Year for Malaysia by the regional insurance publication InsuranceAsia news in January 2020.
Quantitative Benefit
  • 40% reduction in costs associated with delivering policy contracts
  • Faster delivery of e-policies
  • Fewer inbound contact center engagements due to the introduction of the automated chatbot, GINA

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