Bajaj Allianz Life Insurance
- Category B2C
- Client Bajaj Allianz Life Insurance
- Services Online Reputation Management
Bajaj Allianz Life Insurance is a joint venture between Bajaj Finserv Limited (formerly part of Bajaj Auto Limited) owned by the Bajaj Group of India and Allianz SE, a European financial services company. Being one of the private insurance companies in India, it offers insurance products for financial planning and security.
- + Online Reputation Management
To assist BALIC to manage its overall ORM in terms of listening, monitoring and resolving the customer queries and complaints. Webenza also needs to provide a monthly analysis of all the mentions received across different channels.
We used our tool Meltwater and also, 25+ specific websites to monitor BALIC’s coverage and mentions Categorization was done w.r.t. different topics that we identified during our research process We approached the client to setup a dedicated team for social media cases with a fixed TAT We suggested BALIC to ask for a thank you messages to the customer whose complaint were closed
There was a significant increase in no. of conversations generated by customers on Facebook and Twitter managing complaints from September’15. TAT in social media is top in the industry as per the un-matrics tool Number for positive cases has been increased significantly.