250,000 witnessed Pitbull exceptional concert in Riyadh Season 2021 opening    Dazzling shows hold Riyadh spellbound as Season 2 festivities kick off in style GEA Chief Al-Sheikh: Citizen's ambitions rise high under inspiring leadership    Russia urges Taliban not to use Afghanistan's territory against other countries    Saudi Arabia to introduce electronic passport soon    Bollywood superstar's son denied bail in drugs case    KSA, Kuwait, UAE welcome Bahrain govt efforts in implementing Fiscal Balance Program    Olympic flame arrives in China for Beijing 2022 Winter Games    Al-Falih begins US visit, highlights new investment opportunities in Saudi Arabia    Business leaders join UN chief to step up action for sustainability    Build consensus or face desperate reality, UN Middle East envoy warns    Global investment flows rebound, but highly uneven: UNCTAD    General admission tickets on sale now for F1 STC Saudi Arabian Grand Prix 2021    UNESCO, Al-Fozan Foundation create new prize to encourage young scientists    Three million in urgent need of life-saving assistance, protection in Myanmar    Al-Hilal reaches AFC final again    World eagerly anticipates launch of Riyadh Season 2021 in Saudi capital    Cristiano Ronaldo    Jeddah Old Town to be home for Red Sea International Film Festival    REDTAG launches Winter Collection endorsed by Myriam Fares, inspired by a world reawakening to endless discovery    Football star Didier Drogba signs with WHO as new Goodwill Ambassador    Acclaimed Spanish female crime writer revealed to be three men    Saudis, expats mourn death of prominent Filipino preacher in Riyadh    Bollywood actor Sidharth Shukla dies at 40    Custodian of the Two Holy Mosques Directs KSrelief to Urgently Provide Malaysia with Medical, Preventive Equipment and Supplies to Address COVID-19 Pandemic    Weather Forecast for Sunday    Custodian of the Two Holy Mosques Congratulates President of Maldives on Independence Day    RSNF Commander Patronizes Ceremonial Launching of His Majesty's Ship "Jazan"    OIC Condemns Houthi Attempts to Target Civilians in Saudi Arabia    Philippines evacuates thousands as monsoon rains flood cities, provinces    Heavy rain in India triggers floods, landslides; at least 125 dead    U.S. Records 64,321 New Infections of Coronavirus    Without Fans, Tokyo Olympics Kicked Off    Pilgrims Perform Dhuhr and Asr Prayers at Arafat Holy Site    Dr. Mohammed Sulaiman Al-Jasser, Saudi Arabia's Pick to Chair IsDB Group for the next five years, unanimously approved by BoG Committee of Procedures    Saudi Press: Fitch affirms Saudi Credit Rating at "A" with a revised outlook to stable from negative    Handled Cargo at Saudi Ports Increases during June 2021    SDAIA, DARP & STC Launch Pilgrim's Smart Bracelet (NUSK)    Tabuk sculptor spends 8 years in carving entire Holy Qur'an on 30 marble slabs    2 Goals by Diaz Gives Colombia 3rd Place at Copa America    Saudi Cinema Night at Arab World Institute in Paris Kicks Off    KSU Leads Joint International Scientific Project for Early Detection of Breast Cancer    Saudi Arabia to Participate in Cannes Film Festival 2021    Arab Cup U-17 Championship Draw Saudi Arabia, Morocco, Palestine, Kuwait, in the 1st Group    AWI Hosts Saudi Cinema Nights in Paris    Brazil Beats Chile at Copa America Despite 2nd-Half Red Card    Council of Senior Scholars: Muslim Brothers' Group Don't Represent Method of Islam, rather only Follows its Partisan Objectives, Violating our Graceful Religion    Eid Al-Adha Prayer Performed at the Grand Holy Mosque    Pilgrims Perform Dhuhr and Asr Prayers in Arafat Holy Site    







Thank you for reporting!
This image will be automatically disabled when it gets reported by several people.



Najm targets customer-centric Saudi auto insurance Deploys Interactive Voice Response and WhatsApp BOT solutions to drive customer engagement
Published in The Saudi Gazette on 09 - 09 - 2021

With an increasing demand for the speed and efficiency of digital customer service, businesses have been undergoing a monumental shift to keep up with an ever-changing world shaped by the COVID-19 pandemic and the uptick in digital services and technologies.
With the lack of person-to-person interaction amid the pandemic, industries and consumers have pushed for safer, more convenient alternatives, shifting the bulk of their interactions to digital communication channels.
Recognizing this movement and riding the wave of advancement, Najm for Insurance Services leads the Saudi insurance ecosystem, seeking enhanced engagement with its customer base who can now access their services when they want, where they want, and via multiple channels whether through the Najm App, Najm Website, or the more recent advanced IVR system and WhatsApp support service.
As the epicenter of the auto insurance value chain and the backbone of the insurance industry in the Kingdom, Najm has been at the cutting edge of innovation driving constructive digital transformation and service automation, while maintaining a focus on its customers and promoting their experience.
Commenting on the outstanding performance of the company's digital platforms catering to the needs of its customers despite the challenges imposed by the pandemic, Najm's CEO Dr. Mohammad Al Suliman points out that since the early days of the lockdowns Najm has migrated 95% of its services to its digital platforms, Najm App and Najm Website.
Dr. Al Suliman added that digitalized operations have resulted in higher efficiency in service delivery, indicating that the newly featured IVR and WhatsApp services are anticipated to drive engagement among Najm's customer base, before eventually relaying these benefits to all players in the auto insurance industry.
This aligns with Najm's efforts to contribute to Saudi Vision 2030 and the Kingdom's mission to digitalize its sectors and to achieve wide-scale digital transformation, as Najm cements its position as the leading force integrating technology and automation into the insurance sector through its comprehensive operational strategy BASE.
With this strategy, Najm plans to enhance the company's customer service responsiveness and to promote service automation, another cornerstone for business sustainability and quality of delivery. Setting an example for effectively bridging the provider-customer gap, Najm deploys its IVR system, advancing customer experience and streamlining customer service operations.
At a time of increasing customer demand and higher expectations, the IVR system assists in supplying customers with the necessary information they need, guides them to the channels where they can resolve their inquiries and claims efficiently, enables the registration of accidents accurately in less than two minutes throughout an all-digital process, and details the range of available services, guaranteeing an enhanced experience and boosting customer satisfaction.
With this customer-centric approach, Najm promotes customer engagement and cultivates a loyal customer base. Furthermore, the IVR system allows more time for call centre agents to work on resolving the more complex requests and saves time in the process. Another main advantage of this digital interaction model is that it allows all requests and claims to be adequately addressed and resolved regardless of the traffic volume.
In addition to that, Najm effectively engages its customers by providing instant support and assistance via its WhatsApp service where users can report accidents through their personal accounts and utilize the platform's accurate location sharing feature, prompting a fast response from surveyors and ensuring the seamlessness of field operations.
Capitalizing on the IVR system and the WhatsApp service, alongside the success of the Najm App and Website, Najm's digital ecosystem is anticipated to drive operational efficiencies across the board, further boosting the value of services and ensuring their optimal delivery around the clock.
Building off the momentum of its consecutive achievements, Najm is set to accelerate its technological expansion connecting beneficiaries across the Kingdom and elevating the quality of auto insurance services. With the recent certification of its tier-3 data center by Uptime Institute serving as an additional testimony to its digital readiness, Najm has proven itself as a fully-geared advocate of digitalization, capable of minimizing risk in such unprecedented and uncertain times, and achieving heightened customer engagement as a result.
That being said, and as digital-age customers continue to expect more out of their insurers, providing them with fast, reliable, top-quality services not only fosters their loyalty, but also increases demand for insurance, ultimately enhancing the profitability of the whole industry. — SG


Clic here to read the story from its source.