(Image credit: Larisa Koshkina.)
National Life Group (Montpelier, Vt.) has expanded its relationship with professional services company Cognizant (Teaneck, N.J.) Cognizant as part of a multi-year initiative to create a digital self-serve customer experience. Cognizant reports that it is advising and providing technology and solutions expertise to National Life to enable the insurer’s customers to securely and conveniently conduct business anywhere, on any device.
“Our experience working with Cognizant has demonstrated a journey of opportunity and success,” comments Mehran Assadi, Chairman, CEO and President, National Life. “For 170 years, our cause has been to bring peace of mind to everyone we touch and to keep our promises. We know that 21st century customers expect convenience. That’s what we’ve introduced, and it’s a perfect fit with our values to do good, be good and make good.”
National Life launched a Customer Experience Program in 2017 with the stated goal of creating a seamless experience for customers and the employees who service them. The insurer created a team focused on addressing customer experience innovation composed of professionals from both National Life and Cognizant. The team is focused on developing what a Cognizant statement calls new and innovative ways for employees and policyholders to securely check account balances, make payments and conduct other transactions online or through mobile devices.
New Native Mobile App
Cognizant reports that its consultants have helped National Life better understand its competitive landscape, define its customer habits, and create a multi-year roadmap for transforming the business’s digital strategy. The company collaborated on the development of a private customer portal and new native mobile app as initial steps in 2018, with further refinement continuing to the present. Since deploying the new capabilities, National Life has enjoyed a monthly increase of 260 percent in self-service transactions and a 117 percent increase in monthly customer visits, compared to its legacy infrastructure, according to the Cognizant statement.
“Investment in digital and mobile-first products is an essential step to compete for new business and maintain an existing customer base that expects convenience, security and innovative products,” comments Ben Bengtson, Senior VP, Insurance, Cognizant. “Today’s policy holders, agents and even employees expect high levels of sophistication in the tools with which they conduct business. Together, Cognizant and National Life will design and build out experience-led solutions that drive business efficiencies while creating value, and delivering peace of mind for National Life’s customers.”