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Life Insurance
Health Insurance
Mutual Fund
Home Finance
Personal Finance
ABC is dedicated to enhancing customer experiences through innovation and a customer-centric approach. We leverage advanced technology to deliver seamless journeys, personalised solutions, and proactive services that put our customers at the center of everything we do.
We prioritise seamless customer experiences through our digital channels, excelling in acquisition,
service,
analytics, and value. Our focus on digital adoption enables us to provide exceptional services and
solutions, ensuring customer satisfaction at every step.
Safeguarding data privacy and cybersecurity is our commitment, while integrating customer and employee
integrity with our growth. We enhance the scalability and availability of our digital assets through
innovative fintech solutions like-
Our digital transformation journey focuses on four key areas, enabling us to implement new technologies and shape the future.
CUSTOMER
ACQUISITION
CUSTOMER
SELF SERVICE
CUSTOMER
VALUE
BUILDING SCALABILITY
IN PROCESSES AND
SYSTEMS
At ABC, we utilise analytics-based models, India Stack APIs, and simplified digital journeys to optimise customer acquisition in our Health Insurance, Mutual Fund, Lending, and Life Insurance businesses. Our seamless integration into ecosystem partner journeys ensures scalable customer acquisition through tech integrations and 1300+ APIs.
- Health Insurance: We offer sachet products with a simple digital journey, resulting in over 1 lakh policies per day through ecosystem partners.
- Mutual Fund: 60% of purchase transactions are conducted through ecosystem partners.
- Lending: We have acquired over 4 million customers through the BNPL (Buy Now Pay Later) product.
We have implemented innovative technologies that enhance our digital onboarding capabilities and enable contactless customer acquisition, reduce time-to-market, and lower costs.
Through video co-browsing, implemented across our Health Insurance, Lending, and Life Insurance businesses, we provide seamless onboarding, telesales, and service journeys.
customers onboarded digitally
across all businesses
services on digital
self service channel
service journeys
are end to end stp
Over 90% of our services can be now accessed digitally by leveraging 24x7 digital channels. This has led to a 50% increase in our customer engagement on digital channels.
We showcase leadership in voice technologies by integrating them into onboarding, service, and retention journeys. With 95 Inbound call centre multilingual bots across ABSLI, ABHI, ABFL, and ABSLAMC, we have implemented an industry-first Voice Biometrics solution for Insurance, Lending, and Housing Finance.
Streamlining of digital renewal journeys has resulted in 92% of renewals conducted digitally in Health Insurance (HI) and 84% in Life Insurance (LI). The Audio-Visual bot alone generated premiums of over Rs. 450 Crore in our Life Insurance business.
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Hyper-Personalization: Unleashing Customer Engagement
Using advanced AI/ML models and data analytics, we analysed customer genomes to personalise conversations across digital channels, resulting in a remarkable 2x increase in click rates and conversions. Leveraging customer data, we create pre-approved products for enhanced cross-selling and upselling. Pre-Approved Sum Assured (PASA) products contribute to 17% of Life Insurance premiums, while Mutual Funds generate ₹6,000 Cr in sales through tailored offers. -
Seamless Omnichannel Experiences: Empowering Customer Journeys
At ABC, we prioritise seamless omnichannel orchestration for intuitive self-service across physical and digital channels. Our proactive approach delivers personalised offers based on customer profiles, eliminating the need for customer outreach. We proactively addressed service requests, resulting in over 4.7 million views this year. -
Boosting Cross-Sell with Digital Capabilities
Our advanced digital tools, including ABC WhatsApp's hand-raiser feature, streamlined lead flow between ABC CRM and LOB CRMs, and Audio-Visual Bots enable scalable and 24/7 cross-selling. In ABSLI, bots handle cross-selling leads with a connect rate of 60–75%, a success we are replicating across ABFL, ABHI, ABSLAMC, and Virtual Relationship Manager (VRM). -
Scalability
We prioritise achieving scalability through modernised digital assets, integration layers, and core systems. This includes modernising core systems in Health Insurance and Lending, and developing a robust integration layer for seamless ecosystem integration.
Our hybrid cloud strategy ensures infrastructure resilience, with 87% of applications on the cloud, setting a benchmark in the Indian BFSI sector. Automation plays a vital role in optimising operations, customer service, finance, and HR, resulting in significant reductions in turnaround time (TAT) and errors. Our ongoing digital transformation journey encompasses modernising our tech stack, covering front-end assets, middleware, and core systems.
Mission happiness at ABC
At ABC, our mission is customer happiness. Through Net Promoter Score (NPS), we listen to the Voice of the Customer (VoC) to enhance our products and services. We use both bottom-up and top-down NPS to understand customer behaviour and evaluate our market position. Adopting a holistic approach, we analyze NPS across all key businesses to diagnose issues and drive improvements. Our commitment to customer centricity ensures your satisfaction is our top priority.
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Bottom-up NPS
Our common live digital NPS dashboard provides real-time data, enabling us to re-engineer journeys with lower NPS scores and higher traffic. -
Top-down NPS
In FY 2021-22, we introduced Top Down NPS across our key businesses, including Life Insurance, Health Insurance, Mutual Funds, Personal Finance, and Home Finance.
customers reached through top-down NPS of which 5,000 are ABC customers and 7,000 are category customers
