Introduction
Sompo Insurance Indonesia is a leading general insurance provider under the global Sompo Holdings group, offering travel, motor, health and property coverage. Their customer service team supports a diverse portfolio, requiring brand CRM management under strict regulatory standards.
Challenges
Operating in the financial services industry, Sompo faced stringent data compliance requirements around the protection of personally identifiable information, 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 every inbound channel. A solution that balanced compliance, scale and speed was essential.
Solutions
A Zendesk CRM solution tailored to Sompo's needs and regulatory requirements.
- Zendesk CRM deployed for Sompo Insurance
- Integration with Sompo core systems for FSI PII compliance and data governance
- Amaze WhatsApp blasting — up to 16,000 outbound notifications per month
- Omnichannel support: email, webchat, webbot and the WhatsApp official number
Outcome
With a one-minute average first response time 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 let Sompo engage policyholders proactively while maintaining full PII protection, setting a standard for FSI customer service in Indonesia.
