Sitecore Experience Awards

MLC Life Insurance

SEA category: Most sophisticated implementation

Sitecore Honorable Mentions 2019

In its bid to transform into a “digital insurer,” MLC has increased engagement, improved customer experience and delivered huge operational cost savings.

The new insurance platform looks fantastic! It’s incredibly streamlined and clear regarding what the client has and whether it’s in force or not. It’s very impressive and significantly better than other providers.

Spokesperson

MLC Life Insurance

Industry

Financial Services

Region

Australia

See the project

mlcinsurance.com.au

Challenges

Deliver the vision to be Australia’s #1 life insurer, provide great customer and employee experiences, innovate
Make MLC a “digital insurer” able to drive speed to value in a cost-effective, customer-centric manner
Build a public website and two secure portals
Introduce more self-service to reduce costs
Uplift the experience to meet both advisors’ and customers’ expectations
Consolidate 15 different digital ecosystems into one customer-centeredplatform
Reduce technical overhead and complexity, and restriction on innovation

Solutions

Sitecore Experience Manager (XM)
Sitecore Experience Platform (XP 9.0)
Sitecore Experience Database (xDB)
Sitecore JavaScript Services ( JSS)
Sitecore Services
Integrations include:
- React
- Mulesoft

Results

Delivered big savings: AUS$10M annually from a 40% cut in call center traffic, AUS$1M by digitizing underwriting processes
In a short time, the site has hit 95% penetration with existing users with 9 minutes average time on site
Reduced process and paperwork burden on call centerwith a digitized quote function
Processed over 7K quotes in 1stthree weeks, expected to beat current target of 10K per month
Cut quote process from 45 minutes to 9 minutes
Scored very high rate of return and conversion
Achieved 99.5% engagement from tier one advisors
Delivered a low drop off and high adoption rate

Solution Partner

Publicis Sapient uses the disruptive power of technology, a startup mindset, and agile methods to help clients unlock value in ways that delight their customers and improve operational effectiveness. In the space between next and now is how. Publicis Sapient believes that how you seize that space is everything.

Learn more about Publicis Sapient

Products

Articles

MLC Life Insurance

Challenges

Solutions

Results

Solution Partner

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