IndiaFirst Life Insurance Company Ltd (IndiaFirst Life), one of India’s fastest-growing private life insurers, has taken a strategic and technological leap by migrating its Customer Relationship Management (CRM) systems to Salesforce, the #1 AI CRM. This move aims to leverage cutting-edge cloud technology functionalities tailored specifically for the life insurance industry.
Harnessing Salesforce Financial Service Cloud
IndiaFirst Life will leverage Salesforce Financial Service Cloud to unify customer interactions, manage data efficiently, enhance team collaboration, and significantly improve its customer servicing capabilities. This strategic decision stems from the desire to optimize resources, gain a robust 360-degree customer view, and automate workflows to deliver personalized interactions.
Empowering Operational Efficiency
With advanced analytics and reporting, IndiaFirst Life gains real-time insights, while integration with third-party applications minimizes disruption. Personalized communication and enhanced security features ensure data integrity, boosting trust and compliance. Additionally, Salesforce’s scalable architecture empowers IndiaFirst Life to adapt to evolving market dynamics and ensure future readiness.
Driving Success Through Agility and Customer-Centricity
These capabilities mark a significant milestone in IndiaFirst Life’s journey toward becoming a more agile, efficient, and customer-centric organization. By enhancing operational efficiency and aligning customer servicing capabilities with modern financial landscape requirements, IndiaFirst Life aims to drive success in a competitive market.
Orbit Innovation: A Key Partner in Implementation
Orbit Innovation has played a pivotal role in the implementation process, enabling end-to-end deployment and transforming the service experience for IndiaFirst Life. Despite the complexity of the project, the migration was conceptualized, designed, and implemented within a record time of three months.
Emphasizing the organisation’s commitment to technological advancement, Vishakha RM, MD & CEO, IndiaFirst Life, said, “Our collaboration with Salesforce reflects our ongoing commitment to continuously improve our technological infrastructure. The migration to the state-of-the-art Salesforce CRM platform has streamlined our customer interactions, led to efficient data management, and enhanced team collaborations. This strategic partnership further strengthens our #CustomerFirst philosophy and underscores our dedication to innovation and delivering exceptional value and a hyper-personalized experience to our customers.”
Arundhati Bhattacharya, Chairperson & CEO of Salesforce India, added, “With technology driving rapid evolution in India’s financial landscape, it’s crucial to seize the opportunity to enhance customer experiences, harness data insights, and empower employees. We are thrilled to be a part of the digital transformation journey of IndiaFirst Life, by enabling them to redefine customer interactions and drive operational efficiency, staying ahead in the dynamic financial landscape and driving success. Our collaboration will further streamline operations, propelling IndiaFirst Life as pioneers in tech-enabled offerings in the insurance sector. The association with IndiaFirst Life will fortify our growing reputation as a partner of choice for the financial sector.”
Looking Ahead
With the first phase of migration completed successfully, all users at IndiaFirst Life are now utilizing Salesforce for customer servicing. The company is now focused on enhancing its servicing capabilities, fine-tuning existing processes to improve First Time Right (FTR) and Straight-Through Processing (STP) scores, and reducing overall Turnaround Times (TATs).
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