AIA x whispir
customer story

AIA use whispir to deliver exceptional customer experiences with automated communication

Currently serving more than 29 million individual policies and over 16 million members of group insurance schemes, AIA Group Limited is the largest public listed pan-Asian life insurance group. AIA offers insurance and financial services, writes life insurance for individuals and businesses, manages accident and health insurance, retirement planning, and wealth management services, - this diverse range of services poses a customer communications challenge for AIA.

The best communications delivery method needs to be selected to support the message and the customer to get the information they need and with such a large and diverse customer range, AIA needs a flexible, reliable and scalable solution that can reliably deliver crucial and personal information. With each unique customer segment requiring quality customer care, timely communications is crucial for both acquiring and nurturing customer relationships. This is where automation has revolutionised AIA customer engagement.

The Solution for AIA

Through the automation of a variety of both internal and external communications, AIA can spend time crafting their message for a better customer comms experience. AIA use Whispir’s cross channel messaging solutions, layered communication workflows and real time analytics for a variety of customer experience and marketing automation applications across the customer lifecycle. End to end delivery of the following day to day applications used by AIA globally, include:  

Acquisition & Awareness: 

  • Marketing & Operational communications within the AIA Vitality app and AIA Healthcare app.
  • Appointment scheduling reminders, claims status notifications and transmitting policy documents for AIA policy holders and customers.
  • Multiple surveys for customer service, compliance and change management training. AIA agency communication portal for communication between AIA head office and AIA agency consultants.
  • Two factor authentication and communication of one time passwords for multiple AIA applications.

Nurture & Renewals:

  • Through digital automation of customer policy renewals, AIA are enabled to reduce cost to serve through digital packs.
  • Engage customers early for policy renewals and follow up customers who have not responded via a trigger comms campaign to support customer retention.
  • In addition to saving time and money, AIA are able to offer their customers ease of use, enhancing their experience by eliminating the hassle of returning paper mail.
  • Incentivising customers with online activation.
  • In addition to saving time and money, AIA are able to offer their customers ease of use, enhancing their experience by eliminating the hassle of returning paper mail, incentivising customers with online activation.

Because the Whispir platform is built using Amazon Web Services, AIA can be assured that their message sends will scale with their growing customer segments. This allows them to scale to any size while offering personalised communication experiences for each and every customer across across multiple channels and applications.

Whispir chose to launch its platform on the AWS cloud to meet performance, scalability and security needs. Whispir runs its platform on Amazon Elastic Compute Cloud (Amazon EC2) instances, along with Amazon Simple Storage Service (Amazon S3) buckets. Whispir also uses Amazon Simple Notification Service (Amazon SNS) to power the push notification messages in the case of AIA, used for various messaging applications.

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