Infobip > 实例探究 > Tokio Marine:通过 SMS 提高保单更新和客户满意度

Tokio Marine:通过 SMS 提高保单更新和客户满意度

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技术
  • 基础设施即服务 (IaaS) - 云数据库
适用行业
  • 海洋与航运
  • 运输
适用功能
  • 物流运输
用例
  • 对话机器人
  • 最后一英里交付
关于客户
Tokio Marine 是泰国和日本领先的保险提供商。它在超过 45 个国家开展业务,并以其全球多元化和财务安全而闻名。该公司拥有庞大的客户群,在保单更新过程中面临挑战。
挑战
对于 Tokio Marine 来说,保单续保时间长且成本高。该保险公司多达 20 个内部部门直接向客户发送消息,因为他们的数据库不统一。缺乏一致性、流程效率低下、交付和报告问题以及因客户投诉而导致的销售损失是该公司面临的主要挑战。
解决方案
Tokio Marine 与 Infobip 合作实施定制 SMS 解决方案。该解决方案使该公司能够统一多个数据库,快速识别和解决交付问题,并简化保单更新流程。 Infobip 的报告功能和用户友好的界面是该解决方案的关键组成部分。
运营影响
  • The implementation of the SMS solution by Infobip has led to significant operational improvements for Tokio Marine. The policy renewal process has been streamlined, leading to a 2x increase in speed. The delivery rates of messages have improved dramatically, rising from 50% to 90%. This has led to a significant decrease in customer complaints, which have dropped by 70%. Furthermore, the efficiency of the system has allowed two employees to do the work of ten, freeing up other employees to focus on revenue-increasing activities such as upselling and cross-selling. The company has also seen an increase in conversion rates by complementing the insurer’s existing tools to support customer behavior via Voice, Email, 2-Way SMS, and more. Tokio Marine plans to further enhance its contact center with voice recognition chatbots in the future.
数量效益
  • Policy renewals are completed 2x faster
  • Delivery rates have risen from 50% to 90% with Infobip
  • Customer complaints have decreased by 70% after switching to Infobip

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