ICICI Prudential Life Insurance Company
- Over two years, in the current role at ICICI Prudential Life Insurance (IPru) - responsible for customer- service/ central operations solutions; encompassing the website, SMS solutions and the BPMS solution.
- Responsible for carrying through a lot of initiatives on customer self-service/ reliability on IPru’s website (www.iciciprulife.com) , leading to differentiation from other Private Insurers and recognition in the form of Genius of the Web Award, in 2007 by Frost & Sullivan and WEB 18
- Automation of New Business Process at IPru through the re-launch of the BPMS solution – a system which had been unable to take off for close to two years prior to take-over.
- Launched SMS engine for customers & sales at IPru which was very well received – over a million hits within a couple of months of launch accompanied by commensurate reduction in call-center volumes
- Implementation of ‘Report Suite’- central communications engine used to generate all customer statements and Advisor statements – volumes of over a lakh statements/day.