Customer satisfaction has become the levelling field in all businesses, now amid intense competition. Digital mediums, offer equal products to all customers, and this is where the need for differentiation sets in, and brands providing better customer service and satisfaction are a win-win. Insurance has been an industry which looks at most renewals and conversions happening online, with many digital insurers garnering new businesses digitally.
The recently crowned second largest private insurer, HDFC ERGO, is targeting instant brand recall as the way to the hearts of its customers—present and future. Anuj Tyagi, Joint Managing Director, HDFC ERGO, talks about their technological plans.
What is your focus following the merger of HDFC Ltd. and HDFC Bank?
We are now the second-largest private insurance company, after the merger, and are now looking at driving growth through maximum customer satisfaction. We want to understand the customer’s needs better, serve them better, and return their trust in us. We have embraced technology to provide better TAT and help in resolving queries. Our initiatives, like the “HERE” app, are garnered towards providing a holistic approach to even non-customers.
Can you tell us about your most recent technological endeavour?
We are a technologically driven company and are looking at garnering more “mindshare” with the public. The “Here “app is a unique proposition which aims to address consumers’ anxiety towards health and mobility and provide convenience and access to save on their daily expenses for healthcare and motor vehicles.
The app provides various first-time solutions like Patient Connect, where customers can connect with verified users who have undergone a medical procedure to get their first-hand experience to ease their anxiety. It also provides myriad calculators and is a one-stop app for all vehicle-related needs. On a lighter note, we have most footfalls on the page to check your challans, rather anywhere else.
Are you looking at product onboarding in this app?
We will gradually look at product onboarding through our technological initiatives, but as of now, we would prefer the market to understand and acclimatise itself to this app, and “Here” is our mantra for now.
What are your plans for reskilling the workforce?
We have the VidhyaVrish programme in place, which helps our employers in their continuous learning journey, and reskill themselves. We have the Onetastic Learning philosophy “to enhance people’s productivity through effective enablement systems”. These two programmes are largely covering our major reskilling process as of now.