Cholamandalam MS General Insurance Company Ltd (Chola MS) is an Indian insurance firm and a joint venture between the Murugappa Group, an Indian conglomerate, and the Mitsui Sumitomo Insurance Group, a Japanese insurance company. The firm produces a range of insurance products, including accident, engineering, health, liability, marine, motor, property, travel and rural insurance for individuals and corporate insurance. The company achieved a Gross Written Premium of Rs. 13465 million in 2011 – 12 with 93 branches and over 6,000 agents across the country.
Disconnected workforce are impeding collaborations and engagementsChola MS teams are spread across the regions and the dozens of tools they used in the past made it difficult to connect with other teams or collaborate with outsourced providers. Different teams would be using their preferred tools and it added friction for these departments to connect with each other as the technology stacks grew and become cumbersome. Beyond the communication struggle, finding information was not only challenging, but often impossible, with answers buried in email threads and private conversations.
Connecting the decentralised workforceChola MS picked Zippi to bring all these scattered groups onto one common platform. “While email is static, isolated and limited, Zippi is dynamic, collaborative, secure and open. Now everyone uses Zippi. It has everyone there and it’s consistent for everyone.” Says Vamseedhar Soma, Deputy GM – Corporate HR Successful customer service requires collaboration. With Zippi, the employees can pull in more people and it becomes a collaborative discussion to solve a problem or answer a question. Because of Zippi, Chola MS is able to see activity almost instantly as an organisation, triage events if needed, determine the severity, then pull other people in. While there is an 81% adoption with a 62% DAU reported; there was a lot of effort performed to drive this usage and adoption. The core focus was to drive this change throughout the organization and hence the Lewin’s 3 stage change management model was followed. A few of the actions performed to drive change management have been mentioned below:
- Constant communication
- Formal policy for communication
- Road shows and events
- Online contests through app