Case Study 3

Industry: Insurance

Overview

This Insurance Group ranks number 112 on the Fortune 500 list and is one of the top life insurance companies in Malaysia with a team consisting of over 10,000 agents promoting life insurances products across multiple industry sectors.

Problem

Their rapid growth over the past few years, multiplied their admin and reporting challenges. The situation was becoming become more acute as the numbers grew was at risk of hampering sales results. The Business and Agency teams were receiving sales data on excel reports on a weekly or monthly based on the criticality of the report. The process was as follows.

This day to day manual alignment process involved massive effort on the part of the IT and Business Teams. Both teams needed to sit down and validate the reports each day to make sure agents were receiving the right content.

In addition, the Agency team was also having difficulty identifying and tracking active agents, which prevented them from sending targeted communications and insights to the agents.

Company executives knew they needed a single view of their performance parameters. A single source of truth for the Corporate & Agency teams that would trigger action based insights. But the solution was daunting. How would this be implemented? And what should each team should exactly look like?

Too add to this, the Malaysian Central Bank mandated that all life insurance agents have their own balanced scorecard, forcing the company to create a performance scorecard solution as well.

Solution

Through various consulting workshops, KPISOFT assisted the client in identifying designation-wise key performance metrics (for Balanced Scorecard and Contests).

The team also drilled down to the actual business challenges. KPISOFT automated the process of daily reports and eliminated multiple levels of validation that was previously required.

Through KPISOFT’s proprietary database agnostic data mart tool, data was seamlessly integrated from all existing operational systems and linked into the each agent’s performance scorecard.

The reporting challenges the company faced were addressed with a best in class Performance Analytics tool, that targeted performance insights to specific groups of agents. With KPISOFT platform:

  • Every agent is now given a personal dashboard to check their personal performance metrics and commission earned on it
  • Every manager has a group dashboard to manage their team performance metrics and manpower data to maintain active users
  • The key management team gets high level data on team performance across the branches
  • All the agents receive frequent communication through push notifications

Impact

In one stroke, KPISOFT allowed the client to be Central Bank compliant and substantially increased their Revenue Per Policy compared to the same period last year. The company experienced a 15% increase in the number of active agents and revenue, through automation of strategy and KPIs. Like a performance virtual assistant for, KPISOFT gives its 10,000 agents constant push content with actionable insights that are contextualized and time relevant.

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