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Driving Growth and Loyalty: A Case Study on Transforming Travel Insurance Sales and Customer Experience

The Client

The customer is a US based leading travel insurance provider, offering comprehensive insurance coverage to travelers around the world. Through their innovative products and personalized solutions, the customer ensures that travelers are protected against unexpected events and can enjoy their journeys with confidence.

Our approach

  • We provided advisory support, leveraging our expertise and industry knowledge.
  • Through human-centric design thinking workshops, we incorporated a persona-based user-centric experience that resonated with their target audience.
  • Furthermore, we identified business-driven key performance indicators (KPIs) to align the solution with their overall objectives.
  • With a meticulous and collaborative planning process, Coforge ensured that every aspect of the solution was aligned with the customer's vision.

How we delivered a winning solution

  • Invested in proof of concepts and demos to identify the best-in-class solution, leveraging Salesforce as the customer success platform.
  • Recognizing the criticality of expertise, we assembled an experienced 'A' team comprising senior Salesforce resources and deep domain experts.
  • Quality was ingrained into every aspect of the engagement, from the initial advisory stages to the final delivery.
  • We maintained a consistent focus on program management, governance, change management, and communication.
  • By incorporating these strategic elements, Coforge ensured a successful and seamless implementation, ultimately delivering a solution that exceeded our customer's expectations.

Business benefits

  • Expected 5000+ additional policy sales per year per Sales Rep, due to enhanced visibility into Pipeline & central place to track & close Opportunities.
  • Increase expected in Gross Written Premium ($500K annually) due to increased Renewals, Increased Sales & better repeat business.
  • Better User Experience and reduced time to close claims & appeals leads to increase in repeat business and improved customer loyalty, thereby increasing customer retention
  • Ability to renew policies themselves leads  to significant uptake in Policy Renewals.
  • Single place to add, edit & update policy details and reduced Claims Disbursement times, which promotes increased CSAT.
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