scaling sales & customer excellence · pan india presence 29 presence in states and ut 126...
TRANSCRIPT
“Rajesh Sood”Executive Vice President - Chief Distribution Officer
Scaling Sales & Customer Excellence Enabling Scale Through Training & Technology – A Case Study
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SETTING CONTEXT
2
PAN INDIA PRESENCE
Presence in States and UT29
Branch Offices126
CUSTOMER BASE
No. of Lives Secured2.2 Cr
Sum Insured in force~Rs. 1.4 Lakh Cr
SERVICED BY
No. of Employees~4000
No. of Agents~14000
CUSTOMER SERVICE & ACQUISITION
FINANCIAL STABILITY
Asset under Management~4,200 Cr
Solvency Ratio492%
DPLI Journey – Building Distribution
Note: All figures are as of 30th Sep’183
1142 Cr
2 0 1 7
91%
70%
RANK
13th
1845 Cr
2 0 1 8
97%
80%
920 Cr
2 0 1 6
84%
55%
RANK
13th
237 Cr
2 0 1 3
27%
46%
RANK
20th
Customer Centricity
Scale
Quality
Results
DPLI Journey – Building Customer Excellence
RANK
9th
4
Target Group: Open MarketTarget Group: Indian Armed Forces
Target Group: Customers of Group Partners
Target Group: CAPF & ParamilitaryForces
Target Group: Home Loan & Deposit Customers
Bancassurance
Target Group:Tech savvy young professionals
DigitalChannel
Target Group: Bank Customers
Differentiated and Segmented Distribution
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Customer ExcellenceOps, Marketing, Sales & Services
CASE STUDY
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Securing the families of Indian
Armed Forces
Served by Ex-Servicemen or
family members
Covering War & War like
Situations
Customized Product,
Differentiated Underwriting
Creating Competitive Advantage
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Building Differentiated Business
79 Branches covering
108 Cantonments
For Defence Personnel, By Defence Personnel
1000+ ex-serviceman on-board in Sales
8
Challenges of a Unique Sales Force
Salesforce Characteristics
Non Sales Background
Non Financial Background
Mindset against commercial transactions
Diversity in Ethnicity
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Business Requirements
Building Scale
Uniform sales and service process
Capability to deliver service efficiently
“I am DPLI” @ Remote Locations
10
TRAINING – KEY DIFFERENTIATOR
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Worksite Based Sales
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Worksite
Worksite Setup
Customer Presentation
Business Unit
FLS
Influencer
Manager
Unit Head
Regular on ground activities
Sales Process and Customer Excellence
Session-
Skill Builder and Leadership Session –
Team Manager
Affinity Training Centre, Advance Course –Supervisory Level
Unit
Heads
Manager
Frontline Sales
Frontline Sales
Manager
Frontline Sales
Frontline Sales
Customized Approach
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Structured Onboarding
SALES DASHBOARD
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Sample
Learning Anytime Anywhere
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Technology in Training : Scale & Reach
New technologies have made it possible to:
• Get employees Trained anytime anywhere
• Reduce cost
• Increase the effectiveness of the learning
environment
• LMS helps track Progress
• Integrate Training with business goals
Learning Management System
Class room + e Learning
Mobile App based Learning & interaction
Web based interactive & collaborative forums for cross
learning
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DELIVERING ON CUSTOMER EXCELLENCE
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Customer Centricity: Ease of Buying
Unique Underwriting Guidelines
Easy Documentation
Service at workplace
Sub Affinity – Skill Building Tool
• What is in the Tool - has behavioral pattern of
target customers in different combinations
Exclusive Benefits
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Unique tool to identify ethnicity wise Customer behavior for a seamless experience
ACE App to Empower Sales Force
ACE App a Mobile Based Application to Empower Agents
Seamless onboarding of Customer Integrated workflow and policy issuance
appFunctionalities
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•Customer contactabilityLow–due to frequent transfers and postings
Challenge
Mobile App•Mobile app- designed
and launched- gives all policy info and location tracker- even in case of change of customer coordinates
Solution
Ensuring Connectivity at Real Time
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Claim Paid Ratio: Over 99%
Customer Centricity : Core of DPLI’s Value System
Case # Cause of DeathTime Taken to settle Claim
Case 1 IED Blast 3 Hrs
Case 2Avalanche in
Siachen6 Hrs
Case 3 Naxalite attack 2 days
Customers come first, Documentation & Formalities are automatically taken care of
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Claim Paid Ratio: Over 99%
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