Overview of FWD
FWD is an insurance group of Pacific Century Group established in 2013 and is headquartered in Asia. FWD operates across various nations such as Hong Kong, Macau, Thailand, Indonesia, the Philippines, Singapore, Japan, Malaysia, and Vietnam. With its customer-centric commitment, the company is dedicated to realizing its vision of becoming the premier insurance group in the Asia-Pacific region and revolutionizing the way customers perceive insurance.
As an insurance provider, FWD aims to introduce customer care programs via messages to diversify customer engagement with current clients, boost the response rate for customer care campaigns, and streamline Marketing expenditures. Furthermore, FWD maintains an extensive network of insurance agents nationwide, necessitating centralized management, particularly in the dissemination of information and ensuring consistent levels of agent interaction with notifications, to foster a cohesive business message.
The challenges of FWD
Expand its automated customer care programs through messages to optimize customer touchpoints, enhancing customer experience and satisfaction.
Address the issue of customer access rates to FWD’s current customer care campaigns, particularly those involving the transmission of notifications and post-sale support.
Centrally manage its insurance agents, facilitating the cost-effective and efficient transmission of automated notifications with a high engagement rate, promoting consistency in communication messages.
Optimize operational costs associated with customer care and remarketing activities, as well as marketing expenses incurred by the company in its dealings with insurance agents.
With its experience in executing large-scale customer care campaigns for numerous enterprises and centralized management and automated messaging system in large volumes aligned with FWD’s requirements, along with its consultants with deep expertise in the insurance sector, GapOne has been selected by FWD to address its challenges.
Enhance the engagement rate for customer care campaigns
To address customer care challenges
- Send multi-channel messages automatically with the established flow tailored to the business’s needs via a customizable script. Additionally, a fail-over mechanism will be employed to automatically switch messaging channels in case of errors, enhancing campaign efficiency and reducing marketing costs by prioritizing free or low-cost channels.
- Organically increase the business’s Zalo OA followers at no cost and develop programs to send Zalo follower messages to customers, maximizing cost savings for the business.
- Provide promotional packages coupled with multi-channel customer care campaigns, utilize effectively up&cross-selling for existing customers
To solve the centralized management problem and send information quickly to the insurance agents
- Establish and develop Zalo OA channel for centralized management of agents
- Implement a script system of sending automated interaction messages with agents, transforming agents to Zalo channel
- Personalize notifications for each agent with GapOne’s smart categorization and personalization features
- Establish and manage a comprehensive Zalo OA channel, facilitating information search and automated questions and answers exchanges between businesses and agents.