Technology a Means for Improving Customer Service
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Case Details:
Case Code : INS036
Case Length : 03 Pages
Period : 2003
Pub Date : 2003
Teaching Note : Available
Organization : Varied
Industry : Insurance
Countries : India
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Serene Insurance Company, with its headquarters in Delhi, is one of the top
insurance companies in India, offering individual life insurance and medical
health insurance. The company was established by Sulakshan Malhotra (Malhotra)
who lays great emphasis on customer service.
In one of the monthly review meetings of the company, Malhotra announced to
all the senior managers present, "As more and more players are joining the
fray, it is time that we become competitive and learn to cope with
challenges. For this, we need to keenly consider the changes taking place in
our business environment."
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"What kind of challenges do we have to face?" asked Tariq Rehman
(Rehman), one of the senior managers of the company.
In response to this query, Malhotra elaborated, "The entry of more
players in the industry has changed the dynamics of competition. To
withstand competition, we need to be more innovative."
"But sir, your suggestion is too generalized. Can you be a little more
specific?" questioned Rehman... |
Please note:
This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.
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