Infobip
Case Studies
Gibraltar BSN: Streamlining e-Policy Delivery and Reducing Costs with WhatsApp Business Platform
Overview
Gibraltar BSN: Streamlining e-Policy Delivery and Reducing Costs with WhatsApp Business PlatformInfobip |
Automation & Control - Human Machine Interface (HMI) Platform as a Service (PaaS) - Application Development Platforms | |
Finance & Insurance Transportation | |
Logistics & Transportation Sales & Marketing | |
Chatbots Last Mile Delivery | |
Operational Impact
The implementation of the WhatsApp Business Platform and the introduction of the automated chatbot, GINA, resulted in significant operational improvements for Gibraltar BSN. The process of delivering e-policies became faster, more secure, and cost-effective. GINA helped optimize the performance of the contact center by handling simple customer service inquiries, which led to an improvement in first-contact resolution and higher customer satisfaction. The company's innovative approach to e-policy delivery and customer service earned it the award for Digital Insurer of the Year for Malaysia by the regional insurance publication InsuranceAsia news in January 2020. | |
Quantitative Benefit
40% reduction in costs associated with delivering policy contracts | |
Faster delivery of e-policies | |
Fewer inbound contact center engagements due to the introduction of the automated chatbot, GINA | |