Philam Life, the country’s leading insurance company, again added an innovative facility dubbed SPARK.
SPARK is a state-of-the-art customer service center that offers members fully digital and personalized services. The first flagship center is located in Bonifacio Global City Taguig and is now rolled out to key cities nationwide.
Last week, SPARK facilities opened in Davao City in a formal launching at Philam Life building along Rizal Street. The ceremony was attended by the firm’s Chief Agency Officer Anagel “Jay” Ledesma and Richard Bracken, Philam Life’s Chief Life Operations Officer.
In her speech Ledesma said that “ Philam is transforming our customer service centers into one-stop shops to make sure we cater to their growing and differentiating needs in this fast paced environment”. She stressed that with the growing and expanding business of the company, the state of the art technological platform makes up for a faster and easier services for Philam Life clients. The Philam Group had expanded its services to bancassurance and mutual fund business transactions, Ledesma explained. With SPARK Philam has boosted its latest technological capabilities such as the online customer portal called e-Plan, the Agency Portal for Philam Life financial advisors; and My PAMI Investor Portal, for the company’s mutual fund customers.
E-plan, the newly launched customer portal, allows Philam Life clients to manage their policy details and transact anytime and anywhere. This transforms the level of customer service beyond the traditional face-to-face transactions.
Philam Life’s Chief Life Operations Officer Richard Bracken said, “At Philam Life, we believe that everything should start and end with the customers. This portal has a human centric design, which means that this was designed by the customers for the customers. For example, one of our key findings revealed that 90% use mobile devices for online actiities, so we have made e-Plan to be mobile-optimized.”
But for customers that prefer traditional face-to-face transactions, SPARK has customer service representatives to assist members with their inquiries and policy concerns. Digital ambassadors are also included to guide policy holders in the use of digital platforms available in the center. In addition, an “Advisor for the Day” is also present to perform financial needs assessment to members looking for solutions for their real life needs.
A special corner is dedicated to Philam Vitality – the first full-scale wellness program offered by Philam Life to promote healthy living. Through the program. Members earn points, discounts, and rewards for living a healthier life.
Ledesma and Bracken explained that SPARK is the outcome of Philam Life extensive series of customer relationship studies that were devised to understand our customers in terms of ways to make it easier for them to do business with the company. The vital findings guided Philam Life on how to reinvent and improve the quality customer service.