“Rajesh Sood”Executive Vice President - Chief Distribution Officer

Scaling Sales & Customer Excellence Enabling Scale Through Training & Technology – A Case Study

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SETTING CONTEXT

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PAN INDIA PRESENCE

Presence in States and UT29

Branch Offices126

CUSTOMER BASE

No. of Lives Secured2.2 Cr

Sum Insured in force~Rs. 1.4 Lakh Cr

SERVICED BY

No. of Employees~4000

No. of Agents~14000

CUSTOMER SERVICE & ACQUISITION

FINANCIAL STABILITY

Asset under Management~4,200 Cr

Solvency Ratio492%

DPLI Journey – Building Distribution

Note: All figures are as of 30th Sep’183

1142 Cr

2 0 1 7

91%

70%

RANK

13th

1845 Cr

2 0 1 8

97%

80%

920 Cr

2 0 1 6

84%

55%

RANK

13th

237 Cr

2 0 1 3

27%

46%

RANK

20th

Customer Centricity

Scale

Quality

Results

DPLI Journey – Building Customer Excellence

RANK

9th

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Target Group: Open MarketTarget Group: Indian Armed Forces

Target Group: Customers of Group Partners

Target Group: CAPF & ParamilitaryForces

Target Group: Home Loan & Deposit Customers

Bancassurance

Target Group:Tech savvy young professionals

DigitalChannel

Target Group: Bank Customers

Differentiated and Segmented Distribution

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Customer ExcellenceOps, Marketing, Sales & Services

CASE STUDY

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Securing the families of Indian

Armed Forces

Served by Ex-Servicemen or

family members

Covering War & War like

Situations

Customized Product,

Differentiated Underwriting

Creating Competitive Advantage

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Building Differentiated Business

79 Branches covering

108 Cantonments

For Defence Personnel, By Defence Personnel

1000+ ex-serviceman on-board in Sales

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Challenges of a Unique Sales Force

Salesforce Characteristics

Non Sales Background

Non Financial Background

Mindset against commercial transactions

Diversity in Ethnicity

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Business Requirements

Building Scale

Uniform sales and service process

Capability to deliver service efficiently

“I am DPLI” @ Remote Locations

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TRAINING – KEY DIFFERENTIATOR

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Worksite Based Sales

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Worksite

Worksite Setup

Customer Presentation

Business Unit

FLS

Influencer

Manager

Unit Head

Regular on ground activities

Sales Process and Customer Excellence

Session-

Skill Builder and Leadership Session –

Team Manager

Affinity Training Centre, Advance Course –Supervisory Level

Unit

Heads

Manager

Frontline Sales

Frontline Sales

Manager

Frontline Sales

Frontline Sales

Customized Approach

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Structured Onboarding

SALES DASHBOARD

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Sample

Learning Anytime Anywhere

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Technology in Training : Scale & Reach

New technologies have made it possible to:

• Get employees Trained anytime anywhere

• Reduce cost

• Increase the effectiveness of the learning

environment

• LMS helps track Progress

• Integrate Training with business goals

Learning Management System

Class room + e Learning

Mobile App based Learning & interaction

Web based interactive & collaborative forums for cross

learning

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DELIVERING ON CUSTOMER EXCELLENCE

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Customer Centricity: Ease of Buying

Unique Underwriting Guidelines

Easy Documentation

Service at workplace

Sub Affinity – Skill Building Tool

• What is in the Tool - has behavioral pattern of

target customers in different combinations

Exclusive Benefits

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Unique tool to identify ethnicity wise Customer behavior for a seamless experience

ACE App to Empower Sales Force

ACE App a Mobile Based Application to Empower Agents

Seamless onboarding of Customer Integrated workflow and policy issuance

appFunctionalities

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•Customer contactabilityLow–due to frequent transfers and postings

Challenge

Mobile App•Mobile app- designed

and launched- gives all policy info and location tracker- even in case of change of customer coordinates

Solution

Ensuring Connectivity at Real Time

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Claim Paid Ratio: Over 99%

Customer Centricity : Core of DPLI’s Value System

Case # Cause of DeathTime Taken to settle Claim

Case 1 IED Blast 3 Hrs

Case 2Avalanche in

Siachen6 Hrs

Case 3 Naxalite attack 2 days

Customers come first, Documentation & Formalities are automatically taken care of

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Claim Paid Ratio: Over 99%

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