Case Study: ICICI Prudential Life Insurance slashes resolution time by 95% with DevRev

ICICI Prudential Life Insurance slashes resolution time by 95% with DevRev

ICICI Prudential Life Insurance faced a challenge where its sales team's internal app was plagued by technical issues. Their support team was overwhelmed by vague complaints and struggled to get further details from busy sales reps, while developers lacked the context needed to replicate and fix problems. This led to significant delays and hindered sales performance, prompting the company to seek a solution from DevRev.

By implementing DevRev's platform, specifically its Computer for user insights feature, the support team gained real-time visibility into app issues. This allowed them to accurately categorize problems and create detailed tickets for developers, who could then use app logs and stack traces to quickly pinpoint and resolve breakdowns. The solution slashed resolution time by 95%, from up to 48 hours down to less than 2 hours, significantly improving app reliability and customer satisfaction. DevRev continues to be leveraged by ICICI Prudential for ongoing digital service enhancements.

ICICI Prudential Life Insurance