Smart Campaigns, Faster Conversions, Higher Growth
With 1Point1’s PIWC optimization and tech-led innovation, a life insurer witnessed 137% seat growth and faster lead conversions within one year.
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THE CHALLENGE:
Delayed Engagement, PIWC Bottlenecks
The insurer was struggling to convert leads efficiently due to delayed customer engagement post-policy issuance.
Manual handling of unconnected data led to long turnaround times (TAT) and missed opportunities.
Follow-ups were inconsistent, and high-priority leads were not actioned in time.
Lack of a centralized system for dispute handling and supervisor controls led to further inefficiencies.
Data-Driven PIWC Optimization
- Designed Day 1, Day 2, and Day 3 campaigns to ensure fresh and unconnected data was acted upon quickly, maximizing contact rates.
- Rolled out NC (Non-Connected) campaigns for leads that required additional dialing attempts beyond regular cycles.
- Introduced Urgent Campaigns enabling clients to upload high-priority customer data directly for immediate response.
- Integrated real-time web services to instantly update lead dispositions on the client’s server, enhancing transparency.
- Developed a customized Supervisor Console to empower clients to manage requests such as data correction, call stops, and mobile number updates on the go.
- Deployed a dispute recall feature for sensitive cases requiring prompt action.
How 1Point1 Helped
- Streamlined and automated PIWC workflows using an outcome-focused calling strategy.
- Enabled faster customer onboarding and improved operational agility.
- Strengthened client visibility and control with live dashboards and supervisor access.
- Delivered rapid ramp-up in capacity to meet increasing business demand.
CX You Can Quantify &
Impact Your Customers Can Feel
Impact Your Customers Can Feel
137%
Increase in operational seat capacity within a year
100%
1st Day contact targets were consistently met or surpassed across PIWC campaigns.
30%
API target overachievement was recorded across multiple high-priority campaigns.
40%
Reduction in lead conversion turnaround time significantly accelerated policyholder engagement.
More about the business solution
With the help of 1Point1’s tech-enabled BPM solutions, the insurer not only transformed its PIWC process but also scaled growth and performance with complete visibility. With live status tracking, supervisor controls, and smart campaign flows, the insurer achieved consistent API target overachievement. The partnership helped the client future-proof its sales engagement with agility, scalability, and measurable outcomes.