{"id":148218,"date":"2021-11-15T14:38:00","date_gmt":"2021-11-15T08:08:00","guid":{"rendered":"https:\/\/ayasompo.com\/revamp_website?p=148218"},"modified":"2022-01-06T07:18:36","modified_gmt":"2022-01-06T00:48:36","slug":"aya-sompo-insurance-leveraging-digital-transformation-to-lead-best-in-class-insurance-cx-in-myanmar","status":"publish","type":"post","link":"https:\/\/ayasompo.com\/en\/aya-sompo-insurance-leveraging-digital-transformation-to-lead-best-in-class-insurance-cx-in-myanmar\/","title":{"rendered":"AYA SOMPO Insurance leveraging digital transformation to lead best in class insurance CX in Myanmar"},"content":{"rendered":"
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AYA SOMPO Insurance<\/span>\u2019s<\/span> (AYA SOMPO)<\/span> tagline and promise <\/span>\u2013 <\/span>\u2018Your Partner for Life\u2019<\/span> \u2013 <\/span>inspires the company to provide solutions that go beyond customer expectations and market trends.<\/span> Providing solutions that matter, solutions that work. To eventually provide peace of mind to its customers.<\/span><\/span>\u00a0<\/span><\/p><\/div>

One pain point that AYA SOMPO encountered was the lack of easily accessible stored customer information. Customers had to continuously provide their <\/span>details<\/span> through the<\/span> company\u2019s<\/span> call centre or <\/span>through <\/span>other digital platforms instead of going straight to business with<\/span> their concerns and needs<\/span>.<\/span> Recognising<\/span> this opportunity, AYA SOMPO engaged<\/span> relevant stakeholders <\/span>with a daring, market-first<\/span> CRM Project<\/span>. <\/span>AYA SOMPO enhanced its customer experience through a holistic integration of the company\u2019s systems and processes<\/span>.<\/span><\/span>\u00a0<\/span><\/p><\/div>

With <\/span>this <\/span>CRM, customer information became readily accessible to the company\u2019s customer-facing employees.<\/span><\/span>\u00a0<\/span><\/p><\/div>

No<\/span>w, its customer experience and digital communications teams are omnipresent. Both teams are present in the call centre, physical locations, social media, website, and email, as well in digital messaging tools like <\/span><\/span>Viber<\/span><\/span><\/a>,<\/span> <\/span>Telegram<\/span><\/span><\/a>, and <\/span>Signal<\/span><\/span><\/a>.<\/span>\u00a0<\/span><\/p><\/div>

The amount of customer data that is processed through these channels adds up to hundreds in a single day work shift.<\/span>\u00a0<\/span><\/p><\/div>

Previously, less innovative means were employed such as Microsoft\u2019s OneDrive system with shared Excel files managed by various teams. This was not only tedious work but also disadvantaged the company\u2019s teams from utilising their time more efficiently.<\/span>\u00a0<\/span><\/p><\/div>

With the new CRM system, the customer experience and digital communications teams can access customer data anywhere and whenever they need to, securely. They can also update customer information through the CRM, reflected across other integrated systems through APIs.<\/span>\u00a0<\/span><\/p><\/div>

According to the company, the system understands multilanguage inputs ranging from English to Myanmar <\/span>Zawgyi<\/span> and Unicode fonts, to <\/span>Burglish<\/span> or <\/span>Burmese-English<\/span> which uses the Latin alphabet to express Burmese words. The automated and integrated systems allow for seamless flow.<\/span><\/span>\u00a0<\/span><\/p><\/div>

In addition, its claims team can now receive automated notifications whenever a claim has been received through AYA SOMPO\u2019s social media or website chatbots. Delays in the claim process are now significantly shortened and customers are sent an SMS or email message for updates regarding the status of their claims.<\/span>\u00a0<\/span><\/p><\/div>

For motor insurance policyholders, this also means a faster turnaround time so that the customer can drop by the workshop or centre once repairs have been completed.<\/span>\u00a0<\/span><\/p><\/div>

AYA SOMPO received the \u201cMyanmar Customer Experience of the Year – General Insurance\u201d award in the recently concluded Asian Experience Awards for the innovations they have contributed to the insurance industry in Myanmar.<\/span>\u00a0<\/span><\/p><\/div>

The awards programme hosted by Asian Business Review recognises the ingenious initiatives of creative companies delivering meaningful brand experiences to their stakeholders in all industries in Asia.<\/span>\u00a0<\/span><\/p><\/div>

Among AYA SOMPO\u2019s key achievements include creating the first 360\u00ba Customer Relationship Management System for any insurance brand in Myanmar and introducing CRM integration of various systems used within the company to handle, process, and store customer information.<\/span>\u00a0<\/span><\/p><\/div>

The company adds that as it develops new systems, AYA SOMPO is moving towards potential integrations and systems upgrades and improvements with its existing CRM ecosystem in mind.<\/span><\/p><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

AYA SOMPO Insurance\u2019s (AYA SOMPO) tagline and promise \u2013 \u2018Your Partner for Life\u2019 \u2013 inspires…<\/p>","protected":false},"author":1,"featured_media":234677,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_uf_show_specific_survey":0,"_uf_disable_surveys":false,"footnotes":""},"categories":[12],"tags":[],"class_list":["post-148218","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news-event"],"yoast_head":"\nAYA SOMPO Insurance leveraging digital transformation to lead best in class insurance CX in Myanmar - AYA SOMPO Insurance<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ayasompo.com\/en\/aya-sompo-insurance-leveraging-digital-transformation-to-lead-best-in-class-insurance-cx-in-myanmar\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"AYA SOMPO Insurance leveraging digital transformation to lead best in class insurance CX in Myanmar - 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