He cites a recent Point of Sales (POS) system they launched as a case in point--an end-to-end system that lets sales members fill out online proposal forms to perform underwriting actions. Thomas mentions that the number of forms filled online, once the HSD implementation was in place, has increased over earlier times when the members used desktop PCs.
As Thomas says, "If the HSD system we implemented wasn't user-friendly or effective enough, this POS system would have collapsed as people would have been complaining about how their systems were slow.""In fact, in March, 60 percent of new business login was happening through this online channel," says Thomas. "I have zonal reviews that happen with my leadership team located across the country. The most prominent issue in the past one and a half years has been that of systems being slow. Now, we don't have to hear any complaints on those lines," he adds.
Thomas also reports 60-75 percent improvement in application response.A rather soft benefit is that the storage space allocated to users, as it is now centrally managed, is not being 'abused', with the users' saving their own personal files onto the system.
Thomas plans for another refresh this year--2,000 more HSD systems will be setup as well for the remaining desktop-using sales members. Thomas further plans to set up the HSD implementation in other sections of the life insurance giant. The firm is also currently involved in setting up a BYOD initiative for the sales force to help access work applications.
With the new HSD system in place, HDFC's sales force is well-positioned to be able to deliver yet again. And Thomas can look back and say, "Sar utha ke jiyo."
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