Starting with its offices in Singapore and Malaysia, the firm thrust customer experience priority into the digital domain of its infrastructure.

How does a general insurance brand with a presence in 46 countries tap on digital transformation and pandemic opportunities to stay relevant and competitive?

At that scale of operations, MSIG Asia had to empower modern work arrangements (remote and hybrid arrangements), enhance omnichannel customer experiences, and drive efficiencies in every aspect. In the Singapore and Malaysia offices, here is a sample of what they implemented:

  • An extended enterprise content management system to integrate content services with lead applications to ensure employees can easily access the information they need for better productivity
  • A multichannel customer communication management system to transform data and content into actionable insights and deliver highly personalized, engaging customer experiences across all channels
  • A platform to facilitate easier development of engaging, smart, and easy to deploy process automation applications. Through a common information layer and mobile-first focus, all workflow designs drive enterprise integration from any location
  • A document digitization system that allows insurance teams to provide and process eco-friendly insurance-related documents and tools that empower customers to opt for self-service online wherever appropriate

The firm’s CIO, Joseph Yew, said that the implementation of the above systems can empower the firm to “maximize our operational efficiencies across different lines of businesses and locations, while helping to improve customer satisfaction and enhance convenience for customers who are increasingly requesting self-service insurance transactions.” He also noted that this continual digital transformation “supports future growth and delivers the flexibility we need to drive competitive advantage.”

According to Muhi Majzoub, Chief Product Officer, OpenText, which supplied the technology: “We are thrilled to provide MSIG Asia with the solutions they need as they continue to invest in modern digital capabilities to better understand and serve the unique needs of their customers and drive exceptional experiences.”