Case Study: ICICI Prudential reduces support SLA and speeds ticket resolution with UserExperior

How ICICI Prudential Life Reduced Support SLA by 95% and Optimized User Journeys

The customer, ICICI Prudential Life, faced a significant challenge with its lead management app used by a large, non-tech-savvy sales force. This resulted in over 100 daily support tickets, primarily due to technical and usability issues that were difficult to diagnose. Their support team struggled with a 48-hour SLA for resolution due to a heavy reliance on sales representatives to explain problems. The vendor, UserExperior, was brought in to address these inefficiencies.

The solution from UserExperior provided session replays and app logs, which allowed the support team to independently diagnose issues quickly and accurately. This implementation led to a 95% reduction in the support SLA, cutting resolution time from 48 hours to just 2 hours, a 24x improvement. Furthermore, ICICI Prudential utilized UserExperior's heatmaps to optimize user journeys and UI, significantly enhancing the app's usability.

ICICI Prudential

Kunal Kadam

Senior IT Project Manager