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Tower Insurance: Digital-First Customer Experience

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14 March 2022
Jamie Macgregor

Winner of a Model Insurer 2022 Award for Customer Experience Transformation

Abstract

Tower is a specialised personal and commercial lines insurer in New Zealand with approximately 304,000 customers across New Zealand and the Pacific Islands.

Starting in 2020, Tower looked to create and execute a fresh customer experience approach, recognising that manually processing outbound and inbound communications would no longer suffice to meet their customers’ high service expectations. Using a combinbation of Ushur's intelligent automation platform, Ignite's Contact Centre, EIS's Digital Core Insurance platform and Microsoft Azure Integration Services, Tower have approximately 50 campaigns live today focused on delivering a highly personalised customer experience.

This case study is relevant for insurers looking to deploy a customer engagement strategy, using a rapid campaign-driven approach in which the tools enable quick turnarounds and the broader technology infrastructure is set up to enable simple integrations via easily accessible application programming interfaces (APIs) into the core system and external data for AI model deployment.

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