In a bid to improve their overall responsiveness and customer satisfaction, Taiwan's Cathay Life Insurance and Fubon Life Insurance have adopted the Microsoft Office 365 in July this year.
Microsoft explained that Office 365 has benefitted the insurance companies in three ways. Firstly, it enabled employees to be mobile, thus increasing their efficiency. Insurance sales staff could store their required information and client data on the OneDrive for Business cloud storage platform and access it from any mobile devices at any time. They could also use Office to edit, modify and delete files in the cloud on-the-go, reducing paper wastage and the need for physical document storage.
Secondly, the unified communications functions of Office 365 enabled real-time communication and increased access to customers. By using Skype for Business, employees could update each other of latest information in real time, as well as meet with policyholders online to deliver a personalised and timely service to customers.
Thirdly, Office 365's social networking service Yammer allowed employees of both insurance companies to exchange information and learn from each other. They were able to effortlessly share video materials such as educational and training courses, and disseminate information on policies on the network.
To enable insurance industries to comply with regulations while benefitting from cloud services, Office 365 has achieved independent verification specified in ISO 27001, EU model clauses, HIPAA BAA and FISMA. It also provides user and admin controls, including features such as eDiscovery, legal hold and data loss prevention.
After five months of leveraging Office 365, Cathay Life Insurance saw improvements in its staff productivity and client satisfaction levels. Meanwhile, Fubon Life Insurance gained a 360-degree view of its customers, and was able to move towards an environmentally friendly work environment through the deployment.
"Possessing and utilising mobile and cloud services provides competitive advantage for businesses. Leveraging the cloud management services and communication tools of Office 365, (insurance) sales staff will no longer be constrained by space or distance. They will be able to quickly receive client information and related resources, and make quick and accurate responses to client needs," said Roan Kang, General Manager of Marketing and Operations of Microsoft Taiwan.
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