Sompo Insurance Indonesia is a leading general insurance provider under the global Sompo Holdings group, offering a wide range of insurance products including travel, motor, health, and property coverage. Their customer service team supports a diverse portfolio including both SOMPO Insurance, requiring brand CRM management under strict regulatory standards.
Operating in the Financial Services Industry (FSI), Sompo faced stringent data compliance requirements around Personally Identifiable Information (PII) protection — governed by Indonesian FSI regulations. At the same time, the team needed to scale outbound customer communication with high-volume WhatsApp notifications while maintaining fast, consistent service across all inbound channels. A solution that balanced compliance, scale, and speed was essential.
Zendesk CRM solution tailored to Sompo’s needs and regulatory requirements. Key highlights include:
With a 1-minute average FRT and an industry-leading 95.4% one-touch resolution rate, Sompo Insurance now delivers exceptional customer experiences at speed — without compromising on regulatory compliance. The dual-brand CRM architecture and high-volume WhatsApp blasting capability have empowered Sompo to proactively engage policyholders while maintaining full PII protection, setting a gold standard for FSI customer service in Indonesia.
