Lina One, the sales subsidiary of Lina Life Insurance, is at the forefront of the insurance industry in South Korea. Part of the Lina Korea group and affiliated with Chubb, the world’s largest publicly traded insurance company, Lina One is integrating telemarketing operations for both life and non-life insurance products across six call centers. With a workforce of 2,000 agents dedicated to customer-focused direct sales, Lina One aims to streamline its operations and boost productivity in a highly competitive market.
Business Challenges & Goals
As Lina One merged its sales and marketing efforts, it faced significant challenges. The existing dual systems created conflicts due to duplicate data and inefficient performance, hindering productivity and customer satisfaction. The organization needed a centralized database platform that allowed for flexible resource sharing while complying with stringent security regulations, including the Payment Card Industry Data Security Standard (PCI-DSS). The goal was to enhance agent productivity, optimize sales opportunities, and improve the overall customer experience.
Business Results & Metrics
By deploying MySQL Enterprise Edition, Lina One achieved remarkable improvements in telemarketing operations. The new system provided a single, secure source of information for agents, allowing them to interact efficiently with customers across various devices. This integration led to a significant increase in new contracts and agent incentives, as telemarketers could quickly supply clients with accurate product information and contract terms.
Key outcomes from the implementation include:
– Speed and Performance: MySQL Enterprise Backup performs backup tasks 49 times faster and recovery tasks 80 times faster than the previous system, greatly reducing administrative burdens.
– Centralized Authentication: MySQL Enterprise Authentication streamlined access for all agents through Single Sign-On, enhancing user satisfaction by reducing the need for multiple logins.
– Enhanced Security: With features like MySQL Enterprise Encryption and Masking, Lina One effectively protects sensitive customer data, meeting global security standards while providing an audit trail of database access.
Additionally, MySQL Thread Pool ensures consistent performance across the large number of agents accessing the database simultaneously, while Oracle Premier Support Services guarantees 24/7 expert assistance for any security or scalability issues.
Why MySQL Enterprise Edition?
Lina One selected MySQL Enterprise Edition for its robust security features and powerful open-source capabilities. The choice was supported by Rockplace, a trusted system integrator specializing in MySQL, which has partnered with Lina Korea for over two decades. Access to Oracle’s expert support was crucial in ensuring a smooth transition to the new platform, allowing Lina One to focus on enhancing its telemarketing efficiency without compromising on security or performance.
Conclusion
With the successful deployment of MySQL Enterprise Edition, Lina One has not only improved telemarketing productivity across its call centers but also set a new standard for efficiency and security in the insurance industry. As Lina One continues to evolve, its commitment to leveraging innovative technology will drive further growth and customer satisfaction in a rapidly changing market.
Additional resources: