Technology a Means for Improving Customer Service
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Case Code: INS036 Case Length: 03 Pages Period: 2003 Pub Date: 2003 Teaching Note: Available |
Price: Rs.100 Organization: Varied Industry: Insurance Countries: India Themes: - |
Abstract Case Intro
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."
"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...
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