Resources | Study Case

How Indolife Reduced Customer Complaints by 90%

Jadwalkan Demo Sekarang

Dampak Kami

60%

Increase in customer
satisfaction

90%

Reduction in customer
complaints

98%

Successful Transaction
Rate

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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.

Perjalanan Menuju Hasil Dimulai dari Tantangan Nyata Bisnis

Tantangan Bisnis

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.

Solusi Kami

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.