Manulife Indonesia offers a wide range of financial services, including life insurance, accident and health insurance, investment and pension plans to individual and group clients in Indonesia. Through a network of more than 11,000 employees and professional agents spread across 25cities, Manulife Indonesia serves more than 2 million clients in Indonesia.
Case Study Summary
- Project Details To achieve operational excellence, Manulife Indonesia had to increase productivity, take on a proactive role to monitor user experience. Manulife was keen to understand user behavior and trends in order to obtain actionable insights to react quickly and confidently for incident resolution.
- 22 days to 22 minutes reduction in average time for policy-closing cycle.
- 92% reduction in helpdesk calls.
- Application availability improved from 90% to 99.45%