Case Study · General Insurance · Retention & Training
+10%
Increase in customer retention, from on-time premium collection
40%
Lower service costs, through automation
25%
Lower training costs, via a unified LMS
Client Profile
A leading general insurance company operating across India, spread over 200+ cities, with a workforce of 3,500+ employees.
Its product portfolio runs to 95+ approved and listed products, sold through both direct and indirect sales teams.
That scale is exactly what created the pressure: a large, constantly changing product book meant agents needed regular retraining just to sell correctly, and high churn across the direct and indirect sales force turned training into a permanent cost rather than a one time expense.
On top of that, premium collection wasn't consistently on time, so policies lapsed and customers left, and the company had no way to gauge customer sentiment to catch that risk early.
The Situation
Before
Premiums were often collected late, causing policies to lapse and customers to leave. A 95+ product portfolio needed constant retraining across a direct and indirect sales force with high churn, and customer sentiment was invisible until a policyholder had already walked away.
After
Analyzer, LMS and BI run as one platform. Every channel is scored for sentiment automatically, agent training is delivered through a single LMS, and retention teams get a signal early enough to act before a customer decides to lapse.
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