Case Study: Leading Motor Insurance Company achieves higher sales, improved retention and faster customer service with Newgen Software

A Leading Philippines-based Insurer Digitizes Contact Center Functions for Improved Sales and Customer Service

The client is a leading Philippines-based motor insurer offering motor, travel, property and mobile insurance. It faced fragmented legacy systems—an unintegrated dialer, standalone CRM, separate policy/claims/loyalty systems and manual customer channels—which created duplicate data, long turnaround times and inefficient lead/renewal follow-ups that hurt sales, retention and customer service.

Newgen deployed a digital automation–based contact center solution that integrated the dialer, CRM and backend systems, enabled multi-channel engagement, and gave agents a configurable desktop with a unified interaction thread and dashboards. The automated workflows covered sales, renewals, claims and service requests, delivering faster case resolution, higher lead conversion and renewal rates, reduced TAT and average handle time, improved performance tracking and better overall customer satisfaction.