CASE STUDY claims and more . Instead of focusing on admin , staff spend their time prioritising customer satisfaction and building stronger customer relationships .
With a single view of customers , TFG can now drive greater revenue and operational efficiency through its existing financial services products and easily build , sell and service new products without technical barriers .
Boosting inclusion
The Foschini Group , TFG has now started moving its insurance book onto Cape Town-based start-up Root ’ s digital policy administration system . This has changed how TFG develops , markets , sells and manages insurance policies for its existing store card account holders . The platform allows TFG ’ s customers to easily access their insurance policies , make claims , and pay their premiums , all in real-time .
The project has provided TFG with flexible pricing structures and the capability to easily build products that bundle solutions for customers according to individual risk .
The move is aimed at broadening financial inclusion in the South African market by making a wider range of financial services products accessible to its customers through TFG ’ s extensive stores network .
Khim Franciscus , Product Manager at TFG Insurance says Root has changed the work lives of the Group ’ s insurance staff . “ The platform allows our customers to easily access their insurance policies , make claims , and pay their premiums , all in real-time . For our employees , the entire customer journey can be managed through one interface . Before , our backoffice processes required us to work across multiple platforms with disparate spreadsheets and reports .”
“ Now , we manage the full policy lifecycle on one system , from quote generation to policy administration , premium collection , reporting , claims and more . Instead of focusing on administration , we spend our time prioritising customer satisfaction and building stronger customer relationships ,” Franciscus says . p
Charlotte Koep , Chief Operating Officer , Root
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