Outcreating Insurance Teleservices with Zero-Loss Interactions and 40% Higher Throughput

About Client

The client is a leading financial services institution in India, operating in life insurance and long-term savings. It is a joint venture between a major private sector bank and a global financial services group.

The organization offers solutions across protection, savings, retirement, and investments. It serves millions of customers through a multi-channel distribution network, including digital, agency, and bancassurance channels.

Market Context

Insurance providers are accelerating digital transformation to meet rising demand for faster onboarding, real-time servicing, and personalized offerings. Further, customers are increasingly expecting seamless, multi-channel interactions and instant access to policy information. However, legacy teleservices systems limit visibility, disrupt communication, and increase operational costs.

As insurers adopt cloud, automation, and low-code platforms, integrated communication and advanced analytics for insurance are becoming essential for scalable growth. For organizations with legacy-heavy teleservices environments, these shifts expose critical gaps in visibility, efficiency, and customer experience.

Key Challenges

• Customer service agents relied on fragmented tools, impacting interaction quality and increasing manual effort.
• Underwriting teams lacked access to recorded interviews, limiting traceability and compliance validation.
• QA and compliance teams faced restricted access to call data, reducing effectiveness of audits and reviews.
• Operations teams managed high tele-servicing costs due to legacy platforms and licensing overheads.
• Frequent call disruptions affected customer experience and slowed underwriting processes
• Business leaders lacked advanced analytics for insurance, limiting visibility into performance and operational bottlenecks.

Key Needs

• Enable unified, multi-channel communication across voice, video, and digital channels
• Capture and manage interaction data securely for compliance and quality assurance
• Reduce operational costs and dependency on legacy platforms
• Provide real-time analytics and actionable insights for business decision-making
• Improve underwriting efficiency through automation and guided workflows

Our Solution

LTM partnered with the client to modernize teleservices operations and accelerate policy acquisition.

As part of this transformation, a cloud-based teleservices platform built on Dynamics 365 for insurance was implemented and integrated with Channel Integration Framework (CIF). The solution:

• Enabled seamless audio and video interactions within a unified interface for real-time underwriting interviews.
• Integrated multiple enterprise systems using Power Automate to orchestrate end-to-end workflows.
• Captured and linked call metadata, recordings, and interaction history within Dataverse for traceability.
• Provided controlled access to recordings, improving compliance and audit readiness.
• Delivered built-in dashboards and analytics for real-time visibility into operations and performance.
• Leveraged low-code architecture to enable rapid enhancements and reduce long-term maintenance effort.

This approach established a scalable, integrated teleservices model aligned to digital-first insurance operations.

Business Benefits

•  Increased agent productivity by 30–40%, enabling higher interview volumes without additional headcount.
• Reduced data entry errors to below 2% through automation and guided interaction workflows.
• Eliminated call recording loss, ensuring reliable access for compliance and quality assurance teams.
• Lowered operational and licensing costs by replacing legacy systems with a SaaS-based, low-code platform.
• Improved customer experience through uninterrupted, multi-channel communication and faster response times.
• Enhanced decision-making with real-time analytics and dashboards across underwriting and service operations.
• Reduced maintenance effort through low-code architecture, enabling faster updates and scalability.

Conclusion

The transformation established a unified, cloud-based teleservices model that improved efficiency, compliance, and customer experience. Integrated communication and automation enabled faster underwriting, reduced operational overhead, and improved data accuracy.

The client’s ongoing efforts focus on expanding digital channels, enhancing analytics, and scaling automation across customer journeys. This foundation positions the organization to deliver consistent, high-quality service while supporting long-term digital growth.

“This transformation reflects a clear shift from optimizing processes to reimagining how insurance operations are designed. By unifying workflows, data, and interactions, LTM has demonstrated how platforms can evolve into true systems of orchestration. It highlights the impact of aligning technology with business intent, not just implementation. This is the kind of approach that builds resilient, future-ready operating models.”
Dinesh Khedkar
Director - Program & Project Management, ECA, LTM

Outcreate insurance operations with intelligent, connected customer experiences.

Build scalable, data-driven teleservices for the digital-first era.

Contact eca.mbacore@ltm.com to know more.