Tawuniya was the first company licensed in the Kingdom of Saudi Arabia to sell business insurance. Over their last 37 years, they have provided their customers with more than 60 types of insurance including medical, motor, fire, property, engineering, casualty, marine, aviation, liability, and many other types of insurance.
Wanting to reduce costs associated in the operation of their customer service departments, while at the same serving more customers in less time, they chose Oracle Digital Assistant and a preferred partner Wind-Is. This allowed them to very quickly publish in WhatsApp a Digital Assistant to provide customers with a set of services that previously would require them to go to a branch. ODA handles services for vehicles (issuance new policy, renewal, transfer ownership), health (policy issuance), travel (issue short-term policy, issue long-term policy). Their Digital Assistant can also answer FAQs from their customer service and retail sales divisions, and transfer to a Live Agent if need be. ODA even handles payments via credit card, SADAD payment gateways, and the operator payment gateway STC. Thanks to ODA and WhatsApp, their digital assistant is the only chatbot in the Kingdom that can sell/renew/activate policies, and accept payment with credit card or payment hubs.
In just the first month Tawuniya was able to save 70% of the costs associated with their call center given the huge number of requests that were successfully handled by ODA and didn’t instead need a Live Agent. Those metrics allowed them to achieve an 180% ROI. Their digital assistant successfully handles between 800-1200 unique conversations per day; from the perspective of Digital Leads, every fourth prospect that uses their digital assistant ultimately buys a service. One unexpected benefit from using the offering Wind-IS configured for them: the ODA Insights dashboards that provides them a ‘helicopter view’ for their customer behaviors and needs. These are collected and studied by the business to create new innovative offerings and services. For more information please see this excellent webinar.
