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Client Spotlight: 1Life Insurance, our client embarked on their journey in 2006, fuelled by a vision to revolutionise the insurance industry in South Africa. The aim for 1Life was to offer accessible, affordable, and customer-centric insurance solutions directly to South Africans.
As in many businesses, our client encountered challenges over time, in book growth and ensuring fair treatment of customers.
They aimed to expand their insurance book to reach a broader South African market while adhering to ethical practices. Addressing the insurance gap was crucial, but achieving these goals required assistance.
So the partnership between Boomerang and 1Life began, in July 2014 – with a shared dedication to transformation and delivering excellent customer service.
Here we look at 3 key factors that have lead to the success of this BPO partnership over the last 10 years:
1. Leveraging specialised expertise
Harnessing our specialised expertise in sales and contact centres, and expanding on our reach through collaboration – Boomerang has become top sales contributors, enhancing the client’s market position and reputation since the partnership began.
2 . Being dedicated to the customer
Boomerang stepped in to provide solutions for 1Life and its customers.
Through “making meaningful connections” – Boomerang teams across the business apply their understanding of the customer to deliver customer service excellence, consistently.
While always keeping the customer top-of-mind, Boomerang has maintained a good partnership with 1 Life, evolving and adapting as customer needs shift over time.
3 . Maintaining quality standards
Through training, certification and regular audits – Boomerang maintains quality standards in financial products. Maintaining these standards over a decade requires commitment to continuous improvement. With thorough vetting, on-going optimization, and effective communication, Boomerang has proven its role is crucial in achieving the objectives 1Life has.
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Says Cherene Kotze, 1Life Account Manager, “Boomerang has been a leading partner, and I see no reason why they wouldn’t continue to do so in the future with us. Our partnership with Boomerang SA has been a journey of excellence, continually striving for quality and customer satisfaction. The absence of customer complaints underscores their exceptional approach to customer interactions.”
The partnership between Boomerang and 1Life reflects a true commitment to making meaningful connections, changing lives and mutual success through BPO.
