HSBC Life enables thousands of agents to remotely connect with customers and complete policies
When HSBC Life needed to connect thousands of agents to customers via their browsers, they chose Surfly’s co-browsing and video chat technology. Surfly’s technology allowed agents to recreate the in-person meeting experience remotely, enabling them to connect with customers without requiring additional software downloads and to create and finalize policies from start to finish.
Challenge
HSBC Life’s Digital Innovation Team had one goal: to find ways to digitize processes – fast. Since their insurance agents were still reliant on in-person meetings, they were looking for solutions that could quickly enable visual collaboration on their pre-existing EASE Agent Portal, to allow their agents to speak and collaborate with customers digitally.
But, they couldn’t find any solution that solved all of their requirements. They needed a solution:
1) With visual and collaborative features
2) Embedded within their existing platform
3) That could get integrated ASAP
Solution
Enter Surfly – our solution enabled visual collaboration features such as video chat, co-browsing, e-signing, and annotations on HSBC Life’s EASE platform in just 2 weeks. Using Surfly’s well-documented APIs, HSBC Life was able to add a digital interaction layer on top of their existing infrastructure and the technology they had already invested in.
This allowed HSBC Life to recreate the in-person meeting experience remotely, while continuing to use their current site, portal, and the other 3rd party applications needed to complete a policy from start to finish.
Results
With a high speed to innovation, zero hindrance to their existing tech stack, and minimal developer effort, HSBC Life was able to quickly provide their agents with an innovative solution with collaborative features. They could now send customers a link and immediately begin a Collaborative Session, with the ability to co-browse, video chat, upload and edit documents, e-sign, and complete a payment.
The impact Surfly made
Increased ROI by layering Surfly’s technology on their current tech stack
Average time spent using co-browsing and video chat, creating a personal experience that led to increased closed rates
Customer reported they were as satisfied with completing a policy using a Surfly session as they were meeting in person