Salesforce Partners with IndiaFirst Life to enhance Customer Experience and boost Operational Efficiency

IndiaFirst Life Insurance Company Ltd (IndiaFirst Life), a rapidly growing private life insurer in India, has embarked on a strategic and technological advancement by transitioning its Customer Relationship Management (CRM) systems to Salesforce, the leading AI-powered CRM platform. Leveraging Salesforce Financial Service Cloud, IndiaFirst Life aims to streamline customer interactions, optimize data management, foster team collaboration, and elevate its customer service capabilities.

IndiaFirst Life's choice to transition to Salesforce was driven by its aspiration to utilize state-of-the-art cloud technology features tailored specifically for the life insurance sector. By adopting Salesforce Financial Services Cloud, IndiaFirst Life gains a comprehensive 360-degree view of customers, enabling personalized interactions and automated workflows to optimize efficiency. The incorporation of advanced analytics and reporting facilitates real-time insights, while seamless integration with third-party applications minimizes disruption. Enhanced client engagement is achieved through personalized communication, reinforced by robust security measures to safeguard data integrity, thereby enhancing trust and compliance. Salesforce's scalable architecture ensures IndiaFirst Life's preparedness for future market dynamics, empowering adaptability to evolving trends.

The functionalities provided by Salesforce are essential in IndiaFirst Life's transformation into a more agile, efficient, and customer-centric organization. They enable the company to achieve success by improving operational efficiency and aligning customer service capabilities with the demands of the modern financial landscape. Orbit Innovation has been instrumental in the implementation process, facilitating end-to-end deployment and revolutionizing the service experience for IndiaFirst Life.

"Our collaboration with Salesforce reflects our ongoing commitment to continuously improve our technological infrastructure. 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-personalized experience to our customers”, said Vishakha RM, MD & CEO, of IndiaFirst Life emphasizing the organization's commitment to technological advancement.

“With technology driving rapid evolution in India's financial landscape, it's crucial to seize the opportunity to enhance customer experiences, harness data insights, and empower employees. We are thrilled to be a part of the digital transformation journey of IndiaFirst Life, by enabling them to redefine customer interactions and drive operational efficiency, staying ahead in the dynamic financial landscape and driving success. Our collaboration will further streamline operations, propelling IndiaFirst Life as a pioneer in tech-enabled offerings in the insurance sector. The association with IndiaFirst Life will fortify our growing reputation as a partner of choice for the financial sector”, said Arundhati Bhattacharya, Chairperson & CEO, of Salesforce India.

The project was conceived, designed, and executed in an unprecedented timeframe of three months. With the initial migration phase accomplished, all IndiaFirst Life users are now utilizing Salesforce for customer service. The focus now shifts to enhancing service capabilities, refining existing processes to enhance First Time Right (FTR) and Straight-Through Processing (STP) scores, and decreasing overall Turnaround Times (TATs).