ManuLife
About the Customer
Manulife Philippines is a prominent financial services provider dedicated to offering innovative insurance and investment solutions tailored to the needs of Filipinos. With a strong commitment to financial security and well-being, Manulife Philippines helps individuals and families achieve their long-term goals and aspirations. Trusted for its reliability and expertise, Manulife Philippines is a leading choice for financial planning and protection in the country.
Business Challenges
The business faced challenges in efficiently sending out smart and personalized marketing campaigns and implementing them through personalized customer journeys. Ensuring tailored and effective communication with customers was crucial to address these challenges.
Solutions
To address the challenges, the following solutions were implemented:
- Creation of intelligent customer journeys based on products to enhance engagement and personalization.
- Development of intelligent email templates to support personalized customer journeys effectively.
- Creation of a Single-View of the Customer using an Omni-Channel Dashboard for agents to streamline interactions.
- Provision of access to real-time dynamic reports and dashboards for informed decision-making.
- Implementation of tracking mechanisms for SLA compliance and performance evaluation.
Customer Journeys
Omni-Channel Dashboard
Real-time Dynamic Reports
The Results
The implemented solutions yielded the following results:
- Automation of sending out intelligent marketing emails and SMS with dynamic content, streamlining communication processes.
- Smarter campaign management, leading to real-time results and enhanced efficiency.
- Reduction in manual processes, freeing up resources and improving operational efficiency.
- Noticeable increase in agent productivity, enabling them to focus on more strategic tasks.