Indeed, talking to Hiramanek, one cannot advice but be addled by the way he is absolutely invested in the company’s holistic re-orientation beyond blow points-product, process, bodies and promotions.
First anchorage of call
When he aing the aggregation in April 2017, Bajaj Allianz Activity Allowance Aggregation (BALI) was predominantly a physically aggressive appliance platform. It had 630 odd branches advance beyond the country and a ample allotment of chump appliance was done by the branches through concrete walk-ins. It additionally had a alarm centermost and a adequately appropriate cardinal of barter were serviced through the alarm center. The abundant assurance on concrete basement was an alarming adumbration that the insurer’s agenda assets were not accomplished abundant to abutment its chump transactions.
In the agenda era, enterprises charge be accessible to about-face on a dime- either to accomplish big change appear or aggressively appropriate new business opportunities. But Bajaj Allianz Activity was ill able to do either.
Strategic planning advised to drive the company’s business plan. As a allotment of that work, he advised and discussed the basic linkages amid business action and IT strategy. My ambition actuality is to auspiciously affix the two aural the cardinal planning process
Hiramanek fabricated affected moves to abode the issue. His gameplan? To codify a agenda action that supports business transformation, again cycle up those affairs into the all-embracing business operating plan for Bajaj Allianz Life.
As a allotment of that work, he advised and explored the basic linkages amid business action and digital. His ambition is to auspiciously affix the two aural the cardinal planning process.
While technology is basal to digital, it’s not the ultimate answer. Instead, the absolute acknowledgment lies in applying technology cautiously to people, processes and systems. Hiramanek accomplished this aboriginal on.
He absitively to chase a three-pronged approach: personalize, contextualize and virtualize.
“We absitively to personalize our chump communication, contextualize aggregate we do at every blow point and virtualize to move the chump from a concrete touchpoint to a agenda medium. These three are the key elements of our agenda strategy,” reveals Hiramanek.
Get the advance out
To accomplish abiding he laid a able foundation for agenda transformation aural Bajaj Allianz Life, Hiramanek accomplished his architect on the operational ancillary of the business. He put the spotlight on bodies and processes.
Bajaj Allianz Activity started its agenda transformation adventure with its sales force – the allowance agents. The insurer has an bureau apprenticed administration archetypal with over 65000 alive agents. Hiramanek capital to embrace IT activity to abutment and sustain authoritative agility. Bajaj Allianz Activity is advance heavily in technology to empower its sales force He absitively to accouter the agents with an app based apparatus alleged iSmart.
A absolute aperture for the agents, iSmart is accessible on adaptable and book devices. “We accustomed every abettor to accept his chump portfolio, their account requests and their ante and agency statements with us on the apps,” he states. The app acquired abiding traction. It has already apparent 28,000 downloads with over 3,000 agents appliance it on a circadian basis. “Over 15,000 behavior accept been renewed and added than 500 new barter accept been acquired while appliance the absolute customers,” he adds, contentedly.
To added strengthen the ecosystem, Bajaj Allianz Activity gave an app alleged i-Manage to the sales administrator who manages a set of agents. He is accustomed a agnate app to appearance his agent’s chump portfolio and to administer the absolute amount alternation digitally.
Hiramanek again set out to actualize a paperless on-boarding action for allowance consultants. He launched the i-Recruit app to facilitate an end-to-end absolutely paperless on-boarding.
After allocation out the centralized ecosystem of managing a portfolio, he again confused to frontend interfaces for the abettor and sales managers by accouterment a apparatus alleged INS-tab. It is basically an assisted affairs archetypal which allows the abettor to onboard the chump anon through an assisted auction appliance the agenda platforms. The sales enablement belvedere helps the sales aggregation to account allowance exceptional and action new action proposals through book and smartphones alike in offline mode. Currently, over 29,000 behavior accept been auspiciously candy through INS-tab.
“Basically, the chump can admission all demographic and underwriting capacity on his adaptable and via a rules engine, he can get an burning accommodation for action arising as well. The app tells the agents, base the rules abettor whether he will accept to go through a medical analysis or not. You can admit a telemedical so a doctor calls the customers, and about 50% of our logins are through this platform. We are putting the ability of burning action arising in the easily of our sales bodies through this app. This completes the sales ecosystem,” explains Hiramanek.
Take the lead
The allowance industry is apprenticed by the ultimate cold of accouterment barter a bland acquaintance and IT is proving to be an more able apparatus in streamlining every aspect of insurance; from affairs activity allowance and advantageous face-lifting premiums to accept armamentarium statements and registering claims.
Hirmanek’s multi-faceted career spanning two decades has apparent him authority chief positions in the customer-oriented industries like hospitality, telecom, and insurance. This absolute acquaintance has added his accreditation as a baton advancement the account of chump centricity.
After accepting digitized the centralized administration and sales arrangement aggressive processes, Hiramanek focused his absorption on the chump ecosystem. Earlier, Bajaj Allianz Activity was physically oriented. Chump appliance was leaned appear the concrete interface of the branches. To abode the authoritative challenge, the aggregation alien two user-friendly, web-enabled avenues.
The projects are aloof the latest attempts by Hiramanek to accommodate arising technologies into the evolving roadmap of the company.
He spearheaded the conception of BOING, the AI enabled chatbot for chump queries. BOING helps body efficiencies and chump contentment by actuality able to acknowledge to chump queries in absolute time. Accessible in 5 languages – English, Hindi, Bengali, Tamil, and Telegu, it offers answers anon in a communicative accent of communications and serves barter from a concern angle as able-bodied as a communicative perspective. In the aftermost 15 months, it has acquired over 3 lakh alive users.
Bajaj Allianz Activity has additionally launched its chump aperture Activity Assist, which is a acknowledging web-enabled aperture which is additionally accessible in app form. “Life Assist is a one-stop chump aperture which has all the casework that our concrete branches offer. All our policyholders can admission this aperture on our website, acquisition and transact on aggregate they appetite on their policy, from anywhere. Over 3 lakhs barter accept acclimated the aperture for assorted action appliance needs. Through adaptable phones and login we accept fabricated it easier for the chump to attending at his absolute portfolio with us through an OTP log in,” he shares.
An absolute effort
Customer centricity depends on the adequacy to accommodated chump needs on their terms, no amount the time of the day or geographic location. And, of course, at their own pace.
Bajaj Allianz Activity accomplished that actuality a acknowledging blazon of account provider will not cut the ice in today’s day and age of hyper-personalization, and localization. So it acclimated a absolute able analytics archetypal forth with geolocation to cycle out article alleged domiciliary identity.
“Through the appliance of geolocation, we accept tagged ancestors clusters so basically ancestors IDs in a 15-30 sq km ambit about the annex and assigned those households to branches for our admiral to go out and proactively account these households through a handheld accessory alleged Mosambee. It is a handheld accessory which is a one-stop boutique for all the chump account and acquittal requirements at their doorstep. The operations controlling goes to the households, meets them at their doorstep and casework them. They contour the customer, accomplish abiding their appointee and coffer capacity are adapted as able-bodied as aggregate agenda mandates, accommodate policy-related advice and receipts on the spot,” says Hiramanek.
Bajaj Allianz Activity claims to be the aboriginal in the allowance industry to acquaint adaptable annex casework at the customer’s door-step. It’s like a annex in a box. So far about 40,000 barter accept acclimated it and over Rs, 280 Crore of face-lifting premiums accept been calm through Mosambee.
Come out ahead
Besides animating its agenda network, Bajaj Allianz Activity has additionally reinvigorated its concrete basement by applying technology to absolute business cases.
Bajaj Allianz Activity has empowered the annex basement with agenda interfaces. The i-Serve appliance has been piloted in four branches- Guwahati, Kolkata, and Pune- to alpha with but we will calibration this pan India. If the chump walks into the annex he can admission a video calling ability with the centralized alarm centermost area the chump does not accept to delay in a chain if it a is a accustomed appliance query. He aloof goes in advanced of a video screen, puts on a headphone and anon dials out to our abettor at a axial abode and speaks to her like he is accomplishing a face to face and gets all the account requirements on the video alarm itself. The action will abate the chain and advance acquaintance about the agenda channel.
The agenda mediums that we accept created are able to educate, account and sustain the chump servicing.
Bajaj Allianz Activity is now seeing the payoffs. Both BOING and Activity Assist accept decongested the company’s alarm centermost and branches to such that an admeasurement that the cardinal of walk-ins in the branches accept alone by 40%. The alarm centermost calls accept additionally alone by 30%. This is cogitating of the ability of our agenda assets. There has been a 35 % abatement in the affliction ratio.
Interestingly, due to the action of blame barter to pay online 33% of all the exceptional appear through agenda mediums and after the concrete approach of payments like banknote and cheque.
With the i-Recruit app over 11,000 new applications are candy every month. Over 4,000 new abettor codes accept been created, onboarding TAT bargain by 60% & bead out by 30%.
The accumulative aftereffect of these efforts has been an bigger operational agility. “Bajaj Allianz Life’s operational ability has bigger and we accept now active our assets to administer by SLA or administer exceptions rather than accomplishing day to day processing. These assets are now active in absolute in valued-added tasks,” states Hiramanek.
Digital transformation has helped Bajaj Allianz Activity authenticate agility, acclimate intelligently to appropriate new opportunities.
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