Customer Success Stories | Quality Assu rance Solutions

CXGuardian For Manulife Indonesia

About Client

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.
  • Benefits
    • 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%


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