亚信科技

Recently, “Chinese 2020 Annual Conference on Finance and Technology” hosted by the Financial Electronics Magazine announced a series of annual awards in the finance, the People’s Life Insurance Company of China (hereinafter referred to as: PICC Life) won the “2020 Outstanding Contribution Award of Financial Technology Innovation” with its CRM (customer relationship management) system construction project that promotes its own transformation. The CRM was built as well as upgraded and maintained by AsiaInfo.

PICC Life    Overcoming the obstacles in digital transformation of insurance companies with smart and efficient CRM system construction

At present, the insurance industry in China has completed a period of rapid development focusing on new increment, and has entered the stage of competition among the “superpowers” on stock operation. At this stage, the improvement of operational efficiency, tapping the potential of the stock market and the search for market increment are equally important. Coupled with the entry of Internet “intruders”, the intensity of competition among insurance companies has not been reduced due to the slowdown in new increment.

At the same time, digital transformation has swept the entire industry in recent years with an unprecedented breadth and depth. Whoever can make full use of digital technology to find a good way to reduce costs and increase efficiency will first make a breakthrough in the battle of transformation. There are numerous ways leading to transformation. With the assistance of AsiaInfo, PICC Life has developed a digital transformation “shortcut” suitable for itself in customer service and development.

In recent years, with customer-oriented philosophy, PICC Life has actively implemented high-quality development strategies, and focused on improving the service capabilities, management capabilities and sales support capabilities of the company. Relying on the CRM system built by AsiaInfo, at the business level, PICC Life has integrated the company’s all insurance policies and customer data, and established a unified customer service management platform consisted of five competence centers including customer resource management, marketing and service management, customer experience management, supplier management, and statistical analysis management, which not only realizes the full life cycle management of customers, but also empowers call center, mobile service platform, and agent sales platform, forming professional, normative and standard service window capabilities.

At the technical level, the CRM system uses the mainstream Spring Cloud microservice architecture as the R&D framework, adopts Docker containerized deployment based on PICC Life’s private cloud platform, and utilizes a mixed data architecture of big data and traditional database to guarantee the experience of front-end users.

At the level of functional innovation, the system supports recorded and controllable flexible workflow configuration, and has functions such as automatic allocation and automatic recovery of customer resources, which achieves efficient utilization and refined management of customer resources. After the completion of the system building, the previous data structure based on “insurance policy dimension” was changed, and a standard, orderly, complete and personalized data structure based on “customer dimension” has been built, which realizes hierarchical management and group management for customers, and forms a unified front-end applications of customer data empowered by middle-ground, statistical analysis, precision marketing and service optimization. The most direct experience for insurance users is that they have more diverse and considerate business choices, timely and continuous services, and greatly reduced waiting times. This improvement in service capabilities will naturally bring performance growth to insurance companies.

At present, this CRM system has been put into use in dozens of provincial branches, hundreds of municipal and county branches of PICC Life, serving hundreds of millions of customers; it has realized millions of allocation of insurance policies, which greatly improves the efficiency and accuracy of customer resource allocation, effectively empowers front-line agents, and greatly increased the percentage of premiums for key target customers.

AsiaInfo’s AISWare CRM products facilitate the digital ecosystem construction of companies    Entering the fast lane of reducing costs and increasing efficiency

CRM is the core business support system of an enterprise as well as a traditional competitive product of AsiaInfo. With wide application in finance, communications, broadcast, postal service and other industries, it serves hundreds of millions of customers.

After more than 20 years of accumulation, AsiaInfo’s AISWare CRM has formed a standardized product system including business suites, tool framework products, business baseline products, service governance products, etc., generating a mature model of “products + solutions + cross-industry application” required by the operation and production of an enterprise. Based on the “full life cycle” construction mode, AsiaInfo helps insurance companies build data-driven smart CRM systems to achieve the three major business goals of “understanding customers”, “optimized services” and “smart operation”.

Smart CRM framework based on the “full life cycle” of customers

In addition to the functions possessed by similar products, AISWare CRM products also have the following features:

1. Provide flexible business modules assembled on demand based on the order-focused system framework

AISWare CRM designs the framework based on the concept of “business modules assembled on demand”, and realizes rapid support for overall business of customers through business component reuse and business framework scheduling.

2. Optimize channel contacts with customer experience as focus to realize omni-channel Internet-based support

AISWare CRM has been equipped with the access capability of “transformation in one back-office, unified adaptation in multiple front-offices”, which effectively supports the efficient processing of online and on-site channel businesses; at the same time, the Internet-based system interface can be automatically adapted to different terminals such as computers, mobile phones and pads, which significantly improves customer experience and shortens the training time for new employees by about 80%.

3. Provide a cloud-based service integration framework to support massive concurrent access

An efficient and reliable cloud-based remote service communication framework is created based on the microservice architecture, and service management, automatic registration, service invocation, load balancing and other measures are provided to ensure efficient service communication, support massive concurrent access, and realize the visibility and controllability of various central services.

4. The built-in systematic performance guarantee mechanism greatly improves the system efficiency

This guarantee mechanism enables the product to have great advantages in terms of distributed processing, system-level fault tolerance, cross-platform operation, cluster deployment and centralized monitoring.

5. A flexibly scalable framework that supports second-grade scaling and sharing of resources

The product adopts a flexibly scalable framework, which can automatically adjust system computing resources according to user business demands and strategies to ensure that the system will not be interrupted during peak business hours and resources will not wasted when demand drops.

6. Build an enterprise-level capability opening platform to coordinate enterprise capabilities and services, and support external empowerment and ecological construction

Relying on AISWare CRM, internal and external applications and platform resources can be aggregated to integrate and control various capabilities of the enterprise, and conduct external empowerment. In this way, it can help corporate customers work with upstream and downstream partners to create a win-win industrial ecosystem.

In addition to products, from more than 20 years of service experience in large enterprises, AsiaInfo has been deeply aware that in the face of huge and complex enterprise systems as well as the personalized and plentiful needs, the “unconventional” actual problems of customers cannot be solved by products alone - AsiaInfo’s on-demand personalized service capabilities are critical to bringing CRM into play, and also provide sufficient guarantee to meet the diverse needs of customers.

In addition, AsiaInfo has insight and understanding of vertical industries and their business scenarios, “TBO” IT full life cycle service capabilities covering consulting planning, system construction and operations, and DSaaS digital operation capabilities that can fully explore the value of big data of enterprises, which not only adds unlimited possibilities to the industry universality of AISWare CRM products, but also leaves great imagination for creating revenue and adding value for customers with CRM.