faster ticket resolution
reduced support SLA
ICICI Prudential Life Insurance Company Limited (ICICI Prudential Life) is promoted by ICICI Bank Limited and Prudential Corporation Holdings Limited. Their team has a set of sales representatives that need to manage customer relations, upsell to existing ones and could be working in desk or field. They have been provided with a lead management system form the product and technology team.
The sales team has to schedule appointments with prospects, update on lead activity, setup followup calls etc. on the App - Essentially managing the entire customer lifecycle. The typical user is not the most tech-savvy, and hence support tickets could go well beyond 100 in a given day. The production support team categorized issues in three segments:
The technical support issues were the biggest challenge. A 6-member support frontline team takes calls to understand the issue. Because of the user demographic, it’s often difficult to understand, comprehend and diagnose the issues. Further, sales representatives may not always be available for a call to explain the issue, which further delayed resolution. Issues that don’t get resolved trickle down to the technical team which needs to fix the technical problem.
The ICICI Prudential team wanted a solution that could help them achieve the following:
ICICI Prudential’s production technology team started using UserExperior in 2019 to fight these challenges. UserExperior was able to impact every step of the problem and bring the required changes in the following ways.
Over the last year, ICICI Prudential has been recording about 3500 user sessions everyday, with the team logging into the app
for solutions on a daily basis.
Today, support resolution time is down from 48 hours to 2 hours - 24x faster ticket resolution!
The team at ICICI Prudential keeps looking for ways to optimize their app for the best experience and highest business impact, and in the same quest, they actively use UserExperior’s heatmaps for their app also. Some changes they could bring about were:
The team used heatmap drill-downs to understand why users were not able to find the right options. They were also able to change the position and layout of a UI element that was being clicked by the user with different expectations.
For scheduling a meeting on the app, the users had more than one way to reach the appointment page. The production team was able to find the least resistance path and make it available to the users, improving usability for one of the most used features significantly.
"UserExperior has helped us to bring down the analysis time for a production issues, and enabled us to provide drastically faster resolution. The heatmaps have helped us guide our UI changes based on user behaviour and in identifying flaws in application flows."
Senior IT Project Manager, ICICI Prudential Life