Innovation &

Change
Management

Presentation By:
Anurag &
Vishwendra
Aviva

 Global insurance company headquartered in London, UK

 World’s 6th largest insurance company

 Europe’s leading life and pension provider
 Market Cap 11.2 billion pounds
 Operations across 28 countries
 Over 300 years of heritage
 Over 53.4 million customers and 45,000 employees

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Aviva India

 A joint venture between Dabur & Aviva

 Dabur India is a 120 year old leading

FMCG company with turnover of
over INR 1,400 crores

 Distribution network of 159 branches

 Field force of over 20,000 Financial Planning Advisers across the

country
Winning Strategy

 Focus on sustainable long-term business

 Balance customers’ and organization’s needs
 Develop & sell long-term products to meet
specific customer needs
 Improved service levels

Successfully build a sustainable and profitable

business globally and ensure consistent growth
through sound vision and innovation
Aviva Way

 Customer care call centers using technologies to route calls to

appropriate agents (agents with specific skills and temperament
based on customer needs)
 Aviva’s focus is on enhancing the customer’s experience (N=1)
by dynamically routing customer service requests to different
parts of the world (R=G) to provide the best service for that
customer without compromising the cost of that service
 This requires a capacity for real-time matching of customer
profiles with agent skill profiles on a global basis
 Each particular call from a customer in Aviva gets routed to a
specific call centre agent – based on the characteristics of the
customer, the complexity of the call, and the skills of the call
centre agent
Capturing the Data

 Data is the set of facts and measurements represented

through text, numbers, graphics, images, sound or video
 It is the raw material used to create information
 At Aviva
 A typical policy form can take more than an hour to complete
due to the amount of personal information that’s needed
 Reduction of cost / errors and making completing applications
fast and painless
 Manual completion of forms: Well-trained personnel interviewing
customers (completing forms accurately and quickly over the
phone).
Data to Information

 Information is data in context

 Without context, data is meaningless - we create
information by interpreting the context around data
 At Aviva:
 Converting data into information for improved
customer support by using analytical software
 Technologies recognize when the caller is dialing
from his home phone
Information for Competitive Advantage

 Improved Customer Experience

 Optimization of resources
 Improved service
Application of the Model

 Similar Industry
 Investment / Banking

 Different Industry
 Health care
Thank You