IndiaFirst Life Insurance Company has embarked on a strategic and technological transformation by transitioning its Customer Relationship Management (CRM) systems to Salesforce, recognized as the leading AI CRM platform. The move aims to bolster IndiaFirst Life’s operational efficiency and elevate its customer servicing capabilities to new heights.
Leveraging Salesforce Financial Service Cloud, IndiaFirst Life aims to centralize customer interactions, streamline data management, foster team collaboration, and notably elevate its customer service standards.
The decision to migrate to Salesforce CRM was driven by IndiaFirst Life’s ambition to harness cloud technology tailored specifically for the intricacies of the life insurance industry. Through Salesforce Financial Services Cloud, IndiaFirst Life gains a comprehensive 360-degree view of its customers, empowering personalized interactions and workflow automation to optimize resources effectively.
Furthermore, advanced analytics and reporting functionalities provide real-time insights while seamless integration with third-party applications minimizes disruption.
The adoption of Salesforce is integral to IndiaFirst Life’s journey towards becoming a more agile, efficient, and customer-centric organization. By embracing these advanced capabilities, the company aims to enhance operational efficiency and align its customer servicing capabilities with the evolving demands of the financial landscape.
Orbit Innovation played a pivotal role in the implementation process, facilitating end-to-end deployment and transforming the service experience for IndiaFirst Life.
Vishakha RM, MD & CEO of IndiaFirst Life, emphasized the organization’s commitment to technological advancement, stating, “Our collaboration with Salesforce underscores our dedication to innovation and delivering exceptional value to our customers. The migration to the state-of-the-art Salesforce CRM platform has streamlined our operations, leading to efficient data management and enhanced team collaborations.”
Arundhati Bhattacharya, Chairperson & CEO of Salesforce India, affirmed Salesforce’s commitment to supporting IndiaFirst Life’s digital transformation journey and hailed the partnership as a significant milestone in propelling the company as pioneers in tech-enabled offerings within the insurance sector.
Remarkably, the project from conceptualization to implementation was completed within a record time of three months. With the first phase of migration concluded, all users at IndiaFirst Life are now leveraging Salesforce for customer servicing.
The company is now focused on further enhancing its servicing capabilities, refining existing processes to improve First Time Right (FTR) and Straight-Through Processing (STP) scores, and reducing overall Turnaround Times (TATs).
