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TCS partners with Heritage Life Insurance Company

19 Oct 2021 Evaluate

Tata Consultancy Services (TCS) has partnered with Heritage Life Insurance Company, a US-based provider of insurance and reinsurance services, to transform the customer experience for policy holders in the closed book of business it recently acquired. In December 2019, Heritage Life acquired a closed book of life insurance policies as part of its growth strategy. It selected TCS to build a new, resilient, and scalable customer service platform that would deliver a superior customer experience before the Transition Services Agreement (TSA) expiry and ensure continuity of service to the policy holders.

TCS conducted design thinking workshops with business and IT leaders to examine the entire customer journey, identified information gaps and bottlenecks, and blueprinted a solution that streamlined the processes and data flows to transform the customer experience end-to-end. At the core of the solution is a platform that gives Customer Service Representatives (CSRs) a 360-degree view of the policy holders, equipping them with all the information they need to swiftly respond to service requests and offer personalized services.

TCS is an IT services, consulting and business solutions organization that has been partnering with many of the world’s largest businesses in their transformation journeys for over 50 years.

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