Digital Transformation for Improved Customer Experience

ABL Life Insurance

ABL Life Insurance, a pioneer in the insurance industry, needed a reliable source of insights and guidance to develop a new digital strategy. With Gartner support, our client implemented industry-leading innovative solutions to achieve higher sales productivity and improve customer satisfaction.

Mission-critical priority

To maintain its dominant market position as an insurance and financial service provider, our client wanted to change the way the company worked by focusing on improving customer experience and sales productivity through the latest technologies.

How Gartner helped

By accessing Gartner research and Executive Partners, our client developed a new digital strategy based on top trends and technologies. They then implemented an e-submission system and a mobile customer center, enabling the company to save time on data collection and analysis. Additionally, the client attended our conferences, such as Gartner IT Symposium/Xpo™, to gain insights for developing annual plans.

 

Mission accomplished

With support from Gartner, ABL Life Insurance was able to successfully:

  • Sell 93% of its insurance policies via the e-submission system and deliver 50% of all customer face-to-face interactions through video-streaming technology, resulting in increased customer satisfaction and improved sales productivity
  • Become well-informed on market competition, industry trends and technologies
  • Use digital platforms to make sales training more accessible at a lower cost

Industry:
Financial Services

Revenue:
$3 million

Employees:
900+

Achieve your mission-critical priorities with Gartner for IT Leaders

Gartner helped us develop our own digital strategies. We can turn to Gartner as a source of information and insight, to greatly reduce the time that my team spends on collecting and turning data into actionable insights.

Wonkyun (Paul) Chang

CDO, ABL Life Insurance

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