Building Trust Through Every Response with Bajaj Allianz Life Insurance

Client

Bajaj Allianz Life Insurance (BALIC) is one of India’s leading private life insurance companies, known for its innovative products, customer-first approach, and strong digital focus. As part of the Bajaj Finserv Group, the brand has built a reputation for reliability and long-term financial security, helping millions of Indians achieve their life goals with confidence.

Objective

To strengthen Bajaj Allianz Life’s digital reputation and ensure real-time customer response management by implementing a proactive, data-driven ORM ecosystem. The goal was to improve customer satisfaction, reduce resolution time, and extract meaningful insights from conversations to enhance brand communication and service strategy.

Approach

Webenza established a full-scale Online Response Management framework, operational 365 days a year across two shifts (8 AM–9 PM) with an average TAT of just 30 minutes.

• Continuous Monitoring & Listening: Tracked 20,000+ monthly mentions across BALIC and four competitor brands to identify sentiment trends and emerging issues.
• Active Response Management: Managed over 6,000 responses every month, addressing queries, complaints, and feedback with empathy and precision.
• Escalation & Coordination: Coordinated with the CRM team on 1,000+ customer emails and handled 300 escalations monthly to ensure quick resolutions within an average of three days.
• Insight-Led Brand Building: Used ORM data to identify recurring themes, inspire campaign ideas, and guide service improvements through analytics.
• Reporting & Feedback Loop: Delivered daily, weekly, and monthly performance reports that kept stakeholders informed and enabled timely course correction.

Results

• Significantly improved response times and customer satisfaction across digital touchpoints
• Strengthened brand trust through consistent, empathetic engagement
• Combined ORM and analytics insights shaped campaign strategies and service innovations
• Established a best-in-class ORM process still active after four years of partnership

Key Takeaway

Through real-time responsiveness and data-led insights, Webenza helped Bajaj Allianz Life Insurance turn online reputation management into a strategic advantage — transforming customer feedback into trust, and trust into loyalty.