Reliance Life Insurance video transcript
Interviewee: Mohan Chandrasekaran, CTO
TEXT: SMART IS... life insurance for the less fortunate
Reliance Life Insurance, Ltd. Is a Mumbai-based coverage provider
With more than 7 million subscribers in the Indian marketplace
And is the nation’s industry leader in customer growth and accessibility
Mohan Chandrasekaran: One of our great vision is to reach out to the poor and low income
masses in India. We want to go back and reach out to the lowest denominator citizens who never
got any insurance in their life before, and we also need to look out for a technological solution,
which empower them to reach out to these masses.
We have more than 1.2 billion consumers in India, out of which we hardly have less than 50 –
million who have taken a policy.
How we are going to disseminate information has become like an agenda right from our initial
architectural stage when we started up setting up this company, to make sure that information
from various source systems being available seamlessly almost near real-time to all the
workforce who are on the field who are selling various insurance product to take decision which is
informed based on the data what they see.
We had started creating multiple self service channels for the end customers to see this
information what he sees either in a mobile way or through an Internet way and it can give a
seamless customer service experience regardless of where the consumer is coming from, what
this consumer wants are and regardless of what language that the consumer speaks.
So my customers or my agents who comes to interact with us he will see the same information
whether he call a call center, or go to my branch, come online to my portal, or operate from his
From the agent perspective it has also given him a huge leap to find how he can able to go back
and see how much type of his customers are happy or unhappier based on the servicing need
that the customer had with the Reliance Life.
It also gives a pattern to find what type of people that we are getting induced to the organization
and it is also helpful in creating a new product portfolio, which has been there for an untapped
So overall with this entire solution we have saved our technology costs in making the customer
service efficiently almost by 30% than what we spent earlier.
We had moved in the last four years from few thousand customers to a seven million customers.
And we had to increase our operational data volume from few thousand records now we almost
have some 20 to 30 millions of records in my data warehouse.
We want a single integrated solution which seamlessly helps us to reduce the cost year on year,
improve the sales efficiency year on year and improve the customer efficiency year on year.
We are looking out for a partner who can come back and help us on this journey... who is able to
come back and help us in giving products
We have also taken services of IBM who had made sure that they brought in a skill, which is
completely transparent about how the hardware and software can work together to get a business
vision made possible.
To make sure that the people in the lower level masses feel that this company really cares for me
and that’s what our journey is all about.
TEXT: The Reliance Life Insurance solution is based on:
IBM® Insurance Industry Framework
IBM WebSphere® Business Modeler
IBM WebSphere Integration Developer
IBM WebSphere Portal
IBM WebSphere Process Server
IBM WebSphere MQ
IBM InfoSphere® DataStage®
IBM InfoSphere QualityStageTM
IBM Global Technology Services – Integrated Technology Services
Reliance recognized that there was an untapped market in India’s smaller cities, towns and villages which they could reach with self-service web technology
- Instrumented: The Lifeline portal solution is integrated with Reliance’s core insurance systems in near real time, ensuring accurate and consistent portal data.
- Interconnected: The portal’s real time integration with core systems provides agents with a unified, cross-sectional view of their customers’ portfolios.
- Intelligent: Analyzing customer and segment data gives Reliance’s product developers and market planners insights to help develop and optimally bundle product offerings.