Resources | Study Case

How Indolife Reduced Customer Complaints by 90%

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Our Impact

60%

Increase in customer
satisfaction

90%

Reduction in customer
complaints

98%

Successful Transaction
Rate

Every success starts with a shared vision

Meet the company that trusted us to help bring their vision forward.

About Indolife

PT Indolife Pensiontama (Indolife) is an Indonesian life insurance and pension fund company established in 1991 and part of the Salim Group. Indolife provides a wide range of individual and group life insurance products, as well as pension programs, with a strong commitment to fast claims processing, security, and customer trust.

The road to results begins with real business hurdles

Business Challenges

As a long-established life insurance and pension provider in Indonesia, Indolife faced key challenges in ensuring reliable customer communication, including:

● Limited message reach when relying solely on SMS
● Growing need for WhatsApp as customers shift to digital messaging
● Ensuring reliable delivery of critical customer communications

To overcome these challenges, Indolife needed a more reliable, multi-channel messaging approach.

Our Solution

Primary Backup Messaging (SMS & WhatsApp)

Sprint Asia implemented the Primary Backup feature, enabling Indolife to connect SMS and WhatsApp into a single delivery flow. When messages fail to reach customers via the primary channel, they are automatically delivered through the backup channel—ensuring higher reach and reliability.