ICICI Prudential Life Insurance uses DevRev to slash resolution time by 95%

The company

ICICI Prudential Life Insurance is a joint venture between ICICI Bank, India's second-largest bank by market capitalization, and Prudential plc, a British multinational insurance company. Founded in 2000, the company has grown twenty-fold over the past two decades to emerge as a dominant player among Indian insurers, providing diverse offerings to meet customers' evolving needs.

The challenge

Support overwhelmed by obscure technical complaints

The sales team at ICICI Prudential Life Insurance (ICICI Prulife) has been the backbone of the company’s phenomenal growth. The sales representatives use an internal app for scheduling appointments, updating leads, arranging follow-ups, and more—effectively overseeing the entire customer lifecycle. However, the app encountered technical issues that were affecting sales performance.

Additionally, the support team needed help grasping the issues reported by sales representatives. When they needed more information, the sales reps were often occupied with calls or unavailable to elaborate, leading to further delays in resolving these issues.

Blindspots in troubleshooting issues

The issue of limited ticket details extended from the support to the development teams, leading to less clarity on app issues. Due to the lack of detailed context in the complaint descriptions, developers found it challenging to replicate and identify the reported problems consistently.

Moreover, even with access to Firebase Crashlytics reports, the development team struggled to identify and address all app issues fully. Facing a lack of clear visibility into these issues and an increasing number of daily complaints, ICICI Prulife recognized the urgent need for a more effective solution.

The solution

Real-time insights into app complaints

By using DevRev’s Session Replay, the support team gained the ability to view app issues independently, avoiding disruptions in the sales process. They could now record and replay user interactions in real-time, which helped them accurately identify and categorize issues as either knowledge gaps or technical glitches.

Complete with detailed information, tickets were then raised in the DevRev app for the developer team to tackle the problems. This method provided a full context of the user issues, leading to faster resolutions with minimal back-and-forth and more effective handling of complex engineering challenges.

App logs and stack trace for debugging

The development team utilized Session Replay to reproduce app issues accurately and reviewed corresponding app logs to pinpoint breakdowns. This allowed them to see error messages in the stack trace, significantly accelerating the process of resolving these issues.

The impact

Slashed resolution time by 95%

ICICI Prulife significantly streamlined its app issue resolution process. Previously, resolving app-related issues could take up to 48 hours, a time-consuming process that could impact user experience and operational efficiency. However, with DevRev's solutions, they dramatically reduced this time to less than 2 hours. This marked improvement in resolution speed not only enhanced the app's reliability but also improved overall customer satisfaction by ensuring quicker responses to user concerns.

Enhanced digital services

ICICI Prulife is now on a constant quest to improve its apps and digital services. The product, development, and support teams actively leverage DevRev to unlock optimization opportunities. By revealing exact points of struggle within its apps, the granular and contextual understanding has led to high-impact iterations, significantly improving the sales process.

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