Innovate using current technology investments
HSBC Life was able to show positive ROI by layering Surfly’s technology on their current tech stack with minimal integration or changes.
Remote Sales
HSBC Life enables thousands of agents to remotely connect with customers and complete policies
Client
HSBC Life, Singapore
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.
What HSBC Life says:
Jeremy Ong
Chief Customer and Operations Officer,
HSBC Life
“We understand that financial advice and matters relating to insurance policies are personal discussions and we want to make it possible for our customers to have an experience that is as close to meeting in-person, even when our financial consultants cannot be physically present.”
Story:
When HSBC Life needed to instantly connect thousands of agents to new and existing customers via their browsers, they turned to Surfly’s industry-leading Co-browsing and video chat technology. HSBC Life realized that, given the current global environment, the ability to connect with customers as if you are sitting side-by-side is no longer “nice to have” but a strategic imperative. Since HSBC Life’s agents were not able to meet with their customers in person, they needed Surfly’s technology to recreate the in-person meeting experience remotely. Our technology enabled HSBC Life’s agents to connect with customers without requiring them to download additional software and to create and finalize policies from start to finish.
Key Benefits
A secure and seamless way to communicate with customers and recreate the in-person meeting experience
Agents spent an average of sixty minutes using co-browsing and video chat, creating a personal experience that led to increased closed rates.
A personalized and collaborative customer experience
Customer reported they were as satisfied with completing a policy using a Surfly session as they were meeting in person
Surfly & HSBC Life’s CDO Bryan Lee: Driving Distribution & Humanized CX in a Remote World
Awards and Honors
