TCS enables Heritage Life Insurance in transforming customer experience


Tata Consultancy Services (TCS) has joined forces with Heritage Life Insurance Company, a US-based insurance and reinsurance services provider, in order to enhance the customer experience for policyholders in the closed book of business that was recently acquired by the latter.

Heritage Life Insurance had acquired a closed book of life insurance policies in December 2019 in line with its growth strategy.

The company has roped in Tata Consultancy Services to develop a new, robust, and scalable customer service platform. According to the Indian IT firm, the platform will be designed to provide a superior customer experience before the expiry of the transition services agreement (TSA) and provide continuity of service to the policyholders.

Pamela Lall Brown — Head of IT of Heritage Life Insurance said: “With the rapid growth of Heritage Life, we wanted to ensure our business was meeting evolving customer needs and expectations. This meant enhancing our digital capabilities.

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“To enable this, we chose TCS as our transformation partner to reimagine user experience and offer highly personalized customer engagement.”

Tata Consultancy Services enables Heritage Life Insurance in transforming customer experience

Tata Consultancy Services enables Heritage Life Insurance in transforming customer experience. Photo courtesy of Naveen.kumar.kotta/

Tata Consultancy Services said that it has held design-thinking workshops with IT and business leaders to analyze the entire customer experience. Following this, the company is said to have identified bottlenecks and information gaps and then optimized the processes and data flow to enhance the customer experience from start to finish.

The core of the solution is said to be a platform that provides a 360-degree view to customer service representatives (CSRs) of policyholders. Besides, it equips CSRs with all the details they need to respond quickly to requests for service and offer customized services.

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The integrated platform includes a cloud-based contact center as well as a document management system and workflow management system, and customer communications to facilitate an unhindered and secure flow of data and work items that allow for a quick fulfillment of the customers’ requests for service.

Tata Consultancy Services said that it has employed a low-code/no-code technology platform provided by its co-innovation Network (COIN) partner — Creatio to speed up the build process.

The Indian IT company said that the new customer service platform has empowered CSRs, cut down the duration of service calls, increased productivity, and greatly increased customer satisfaction. Additionally, it provides a digital foundation that Heritage Life Insurance can leverage to incorporate newer channels in the future for policyholders.

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Anupam Singhal — Tata Consultancy Services Business Head of Banking, Financial Services and Insurance said: “TCS helps financial services firms adopt a holistic approach to digital transformation, redesigning all the processes and underlying systems that affect the customer journey, to provide frictionless, compelling experiences.

“We are pleased to partner with Heritage Life in reimagining their customer service, leveraging our digital expertise, experience in CX transformations and our COIN innovation ecosystem to provide a differentiated experience.”

Earlier this month, Tata Consultancy Services (TCS) was roped in by home improvement retailer Cainz Corporation to fast track its digital transformation, enhance customer experience, and drive growth.

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