Winner of Most Impactful Brick&Mortar Adoption says business needs drive adoption Danger of irrelevance for companies that fail to deliver world class user experience Alex Tan, Chief Agency Officer of Life Insurance provider, Manulife Insurance Bhd was quick to answer the question about the key mistake brick & mortar companies can avoid when embarking on their digital transformation journeys.
Winner of Most Impactful Brick&Mortar Adoption says business needs drive adoptionAlex Tan, Chief Agency Officer of Life Insurance provider, Manulife Insurance Bhd was quick to answer the question about the key mistake brick & mortar companies can avoid when embarking on their digital transformation journeys.
You cannot be fixated with the shiny new technology in the market, fight for the budget and then sit around figuring out how to use it in your digital journey. “That is the failure of many digital transformation efforts,” warns Alex. Running a pilot was critical in this situation. “We wanted to hear and better understand from this initial group about the obstacles they faced and their understanding level of the tools we had created for them,” said Alex, adding that Manulife did not just create a digital version of their existing forms and processes but rather, took the opportunity to improve and shorten processes and eliminate redundancies.
Adoption today is almost 100% by agents and staff. Alex does not expect 100% as he understands that some agents in rural areas may encounter customers who do not want to deal with digital forms or could face hardware/connectivity issues as well. “When as agent makes a sale and uses ePOS, it has to be instant, straight through processing and online. Not coming back to the office to submit the sale, or sending forms by mail to HQ.”
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