How Harel Insurance improves sales process conversions by 15% while reducing outbound calls to customers by 20%
“EasySend is a very engaging product. And this is something that we’re looking to improve upon all the time – engagement with our customers. EasySend has this specialty in everything that has to do with signing forms. I think EasySend will play a bigger and bigger part in our engagement processes with our customers. We’re now looking into transforming 50 processes with EasySend, and I think we won’t stop there.” Eyal Efrat, CIO and Deputy CEO at Harel Insurance
The challenge: Replace outdated manual data and signature collection and improve digital engagement
Harel Insurance is one of the three largest insurance groups in Israel, well known for its commitment to technological innovation.
Harel’s team was looking to replace manual processes that required customers to print, sign and send documents back with a web-based eSignature product that would allow customers to sign documents remotely without having to download anything to their device.
The solution: Collect eSignatures, assist in real-time and automatically integrate data into legacy systems with EasySend
EasySend product was selected, as it answered all requirements and provided a stable and well-established product with a promising roadmap.
- Web-based eSignature collection – EasySend generates a link to the form that can be opened by the customer on any device. The customer doesn’t need to download any additional applications or documents.
- Real-time remote virtual assistance – Harel’s customers can collaborate with customers in real-time on any documents, eliminating the need for back-and-forth communications and reducing errors and incomplete forms.
- Integration with internal systems – Simple and robust two-way integration with internal systems, including Salesforce CRM and legacy apps.
““Working with EasySend was one of the better experiences in working with a service provider that I’ve had. EasySend’s team was great. They understood what we wanted, they understood what was important to us. And I think that we work out very well together. We have regular meetings about improvements for our processes every quarter. “ Eyal Efrat, CIO and Deputy CEO at Harel Insurance
The results: Collect and automatically feed data into relevant internal systems
There are three components of the cost savings with EasySend: reducing the time call center employees have to dedicate to running after customers for signatures and missing data, increased number of signed and correctly filled forms we are getting back and eliminating manual processing by automating data entry.
Increased completion rates by 15%
EasySend completely transforms the customer experience. By replacing manual processes with fully digital experience helped Harel team reduce drop-off rates and improve completion rates of processes by 15%.
““We use EasySend in all of our sales processes. A manual form and a digital form provide a completely different customer experience. Previously, we used to send the customer a form to print out, sign and send back to us. Beyond saving ink and paper, now that everything is done automatically, we see significantly improved form completion rates, directly impacting our bottom line.”
Reduced outbound customer calls by 20%
By fully digitizing and automating data collection processes, Harel reduced the need for outbound calls and back-and-forth communications with customers.
“When the process is handled manually, it involves endless back-and-forth with the customer to get the correctly filled documents back. Our service reps had to call customers, resulting in a 20% fall-rate on our processes. EasySend saves us this hustle, saves us the time, both in the call centers and for the customer. EasySend saves us a lot of time.”
Eliminated manual processes and reduced paper waste
All the data is validated at the point of entry and then automatically entered into all relevant systems, reducing error rates, manual handling, and paper waste.
“The other thing is that because of the high integration that we’ve done to our systems, all the inputs from EasySend forms are automatically entered into the relevant systems. The employees who dealt with manual document processing can now concentrate on higher-value tasks and improvement of customer service, since everything is done automatically by EasySend.”
Empowered real-time remote assistance
Employees can now connect with customers in real-time and assist in the filling in of forms, improving the level of customer satisfaction and boosting completion rates.
“I think the most important feature is the online signature. This allows our company to continue providing various insurance processes remotely in an efficient way. When one of our reps can assist the customer in real time and to see what the customer does and to be with them throughout the process, it results in a high level of engagement, even with remote service, and allows us to complete both basic and complex processes very quickly. During the Coronavirus crisis, we are seeing a 20% increase in the usage of processes we are running on the EasySend platform.”
Simple and intuitive no-code platform for building and optimizing digital customer journeys in insurance and banking. EasySend empowers enterprises to engage with customers through digital journeys, gather data, optimize and drive revenue growth. No coding required.