NAIROBI, Kenya, July 25 – Old Mutual East Africa will roll out a new self-service app, allowing customers to access insurance, investments, and savings digitally.
On the app, customers will have a single view of their solutions, which they share with the group.
This will enable them to plan and execute their lifetime financial goals.
“Too often, the financial industry has focused on products rather than considering the customer and their different financial needs at different life stages,” Old Mutual East Africa Group Chief Operating Officer Isaac Nzyoka said.
“Our customer experience strategy, which is aimed at an Integrated Financial Services model, considers the customers short term, mid-term and long-term goals and the tools that they will need to meet them,” Nzyoka added.
“When a customer is clear about their financial journey, they can achieve more across multiple facets of their life.”
Besides having a single view of all the financial solutions that the user has, customers will also be able to perform some transactions that previously required customer care intervention.
Customers will be able to view, search, and download statements, initiate claims for car insurance, and request new solutions that fit their needs.
“It is not enough to have an effective call centre. We aim to offer first touch resolution across multiple platforms that are convenient for our customers,” Christine Sogomo, Head of Customer Experience, said.
