IndiaFirst Life taps on Salesforce Financial Service Cloud

Private life insurer IndiaFirst Life Insurance Compance has migrated its customer relationship management (CRM) systems to Salesforce. As per the announcement made on Tuesday, IndiaFirst Life will leverage Salesforce Financial Service Cloud to unify customer interactions, manage data efficiently, enhance team collaboration, and improve its customer servicing capabilities.

Using Salesforce Financial Service Cloud, IndiaFirst Life expects to get 360-degree customer view, enabling personalized interactions and automating workflows to optimize resources. Advanced analytics and reporting will enable real-time insights and integration with third-party applications has helped minimize disruption. The project conceptualisation, designing, and implementation was completed in three months.

 With the completion of first phase of the migration,  all users at IndiaFirst Life are now using Salesforce for customer servicing. IndiaFirst Life is now working on enhancing its servicing capabilities, fine-tuning its existing processes to improve on its First Time Right (FTR) and Straight-Through Processing (STP) scores, and reduce overall TATs, the company said in a statement.

“The migration to the state-of-the art Salesforce CRM platform has streamlined our customer interactions, led to efficient data management, and enhanced team collaborations. This strategic partnership further strengthens our #CustomerFirst philosophy and underscores our dedication to innovation and delivering exceptional value and a hyper-personalised experience to our customers,” said Vishakha RM, MD & CEO, IndiaFirst Life.

Salesforce reported growth in India, with a 35% increase in new business, driving efficiency and productivity across various industries,  Arun Kumar Parmeswaran, SVP & MD (Sales and Distribution), Salesforce India told TechCircle in an interaction earlier this month.He attributed this growth to India's robust macroeconomic environment and strong digital infrastructure, which have laid a solid foundation for customers to pursue digital transformations.