Singlife selects Quadient Inspire Journey to create an integrated view of their customer engagement
Singlife was established in 2017 as the first local insurer to be licensed by the Monetary Authority of Singapore since 1970. In 2022, Singlife and Aviva Singapore unveiled their new brand, Singlife with Aviva, as an outcome of a merger deal, making it the largest Singaporean insurer. Singlife with Aviva also became the signatory of the United Nations Principles for Sustainable Insurance in their first year in market. In 2023, the brand evolved into Singlife.
Singlife’s mission is to give people the freedom to control their financial wellbeing, and they pride themselves as a technology-empowered financial services organization to better serve their customers.
Their core values of agility, collaboration, empathy, innovation, and trust position them as one of the strongest players in financial services and insurance in Singapore and across Asia.
Singlife offers a range of life and medical insurance products, investment and wealth, savings, and retirement solutions, as well as specially-tailored products for those serving the nation of Singapore.
The Drivers Behind this Initiative
In a highly competitive market, price and product are no longer the main differentiating factors. Singlife has determined that customer experience is a vital differentiation factor and considering this, continuously seeks ways to evaluate the experience across online and offline customer touchpoints.
Singlife has embarked on a journey to complete the circle of engagement and achieve a 360-degree view of their customers. This means identifying and rectifying pain points and processes, and the ability to see ‘blind spots’ across the journey, all to elevate the customer experience.
How Journey Mapping is Relevant and Why Inspire Journey was Selected
Journey mapping has always been key for Singlife. However, standard tools that were being used were not necessarily connected, integrated, and visible across all the relevant stakeholders. Collaboration was key to initiating the change to something modern, efficient, and collaborative.
Singlife was seeking a tool that enables easy collaboration, is scalable through the cloud, simplifies their journey mapping process, and that is also reasonably priced. After careful evaluation with several journey mapping solution providers, Quadient® Inspire Journey was found to cater to their business needs, primarily with its mapping and collaboration capabilities, as well as being competitively priced with an easy subscription model.
How Inspire Journey is expected to help Singlife Achieve their Objectives
With this implementation as part of their wider customer experience roadmap, Singlife is looking to achieve an integrated view of their engagement with customers, to prioritize and respond with timely correspondence, as well as identify opportunities to deliver best-in-class experiences.
