Roojai, Thailand’s online insurance provider, has transitioned from a traditional tech setup to an integrated digital platform to streamline core operations, including sales, marketing, service, payments, and customer engagement.
It has unified customer operations across sales, marketing, payments and services.
This has led to a jump in sales per agent from 80 in 2022 to 150 in 2024, nearly doubling.
The company leverages Salesforce’s suite of solutions, including Sales Cloud, Marketing Cloud, and Heroku, to deliver personalised digital experience for customers across Thailand and Indonesia.
Roojai’s chief customer officer, Gratiano Yeung, said with Salesforce, the company gets a unified platform that integrates key customer functions like sales, service and marketing, giving a comprehensive 360-degree view of customers.
Shifted all insurance processes to Salesforce
Roojai was using a traditional insurance technology platform, with Salesforce Service Cloud layered on top to deliver CRM capabilities.
This led to heavy capital expenditure and a lack of flexibility, affecting the company’s ability to respond to business expectations in a timely manner.
To overcome, the company shifted all its insurance processes to Salesforce, using it as its core platform.
The Roojai website now integrates with Sales Cloud, enabling customers to perform real-time transactions and online payments.
Marketing Cloud helps facilitate the management of customer journeys, including sales, collection, renewal, and claims, and enables an automated customer engagement process, such as auto-triggering of email, SMS, push notifications or calls.
Customers also get access to MyAccount, a self-help services platform supported by Salesforce Heroku.
All customer interactions are recorded in Salesforce for a single view of the customer in one place.
This, in turn, allows the company to create a better experience for customers and employees.
For instance, prioritising call back requests from web customers has enhanced the company’s reach rate, leading to improved conversions.
