“We believe that technology will be the key to bringing faster and more convenient experiences to customers. And SmartOCR is one of the solutions that helps us realize that desire,” shared Ms. Minh Ngoc, Head of Cathay Insurance Digitalization Department.
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Cathay Non-Life Insurance Company was established in Vietnam in 2010 with the goal of providing Vietnamese people with the best quality insurance products and services.Thanks to continuous efforts over the past many years, Cathay Vietnam Non-Life Insurance has increasingly affirmed its position in the market.
In particular, focusing on customer experience is identified as one of the core values, contributing to the initial success of Cathay Insurance in the Vietnamese market.
Mr. Shih Kai Chun – Director of Cathay Insurance Hanoi branch shared: “Customer experience is always the factor we value most at Cathay. Every improvement, every change in Cathay Insurance’s processes is always aimed at one thing:Improving customer experience”
Mr. Shih Kai Chun shared about Cathay Life’s goals
Commenting on changes in customer behavior in the digital age, Ms. Minh Ngoc – Head of Cathay Insurance’s digitalization department shared: “Most customers are living and working in the era of modern technology. That’s why we believe that technology will be the factor that helps us bring a faster and more convenient experience to customers.”
One of the technologies successfully applied by Cathay to realize this desire is SmartOCR. With the ability to automatically identify and process documents and accurate customer records, SmartOCR has helped Cathay increase The process of providing insurance services is 3 times faster than the traditional process.
Thanks to that, customer experience is optimized and significantly increased, Cathay employees no longer spend much time on manual data entry and customer records. Instead, employees will spend a lot of time on tasks such as caring, consulting and serving customers.
“All activities in the insurance registration process of our staff as well as customers are now coordinated quickly and smoothly. Our customer return rate has increased, which is perhaps the most concrete proof of our effectiveness in increasing customer experience” Mr. Shih Kai Chun shared.
Listen to the success story of Cathay Insurance:
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