Sitecore Experience Awards
MLC Life Insurance
SEA category: Most sophisticated implementation
Project brief
In its bid to transform into a “digital insurer,” MLC has increased engagement, improved customer experience and delivered huge operational cost savings.
About
MLC Life Insurance
Financial Services
Products
XP
XM
CHALLENGE
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-centered platform
- Reduce technical overhead and complexity, and restriction on innovation
SOLUTION
Solutions used
- Sitecore Experience Manager (XM)
- Sitecore Experience Platform (XP 9.0)
- Sitecore Experience Database (xDB)
- Sitecore JavaScript Services ( JSS)
- Sitecore Services
- Integrations include:
- React
- Mulesoft
OUTCOME
In a short time, the site has hit 95% penetration with existing users with 9 minutes average time on site
- Delivered big savings: AUS$10M annually from a 40% cut in call center traffic, AUS$1M by digitizing underwriting processes
- Reduced process and paperwork burden on call center with a digitized quote function
- Processed over 7K quotes in 1st three 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
What they said
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.
Publicis Sapient
Publicis Sapient
Digital-first. Customer-centered. Startup-inspired.