PRUDENTIAL

How to re-design the agent sales & customer service experience

Despite recent transformation for Prudential B2C online experience, their offline customer service centre remains largely disengaged and chaos for the customers to interact with. About 3% of customers switching to other brands, because of unclear process, lack of transparent with policy account balance, inefficient to resolve issues and claim. Moreover, there are a lot of repeated workflow and wasteful effort for multiple workforces.