TQM unveils omni-channel insurance sales platform
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TQM INSURANCE Broker has announced that the company is developing an omni-channel platform as an integrated marketing approach to optimise customer services nationwide.
In addition, the company plans to launch personal agents certified by TQM during the third quarter of this year.
TQM president Unchalin Punnipa said that after insurers progressed from face-to-face marketing two decades ago to successful telesales systems, digital and social-media marketing was now playing a significant role in the insurance business.
That is why TQM has adopted omni-channel marketing as a total solution to meet changing customer lifestyles for sales and after-sales services.
The company has been working through five separate channels: telesales, corporate approach, face-to-face, website, and direct mail.
Though telesales remain the major channel for premium income, sales through digital and social-media platforms are expected to exceed 50 per cent of the total within five years. Eventually, the omni-channel strategy will be a key to success in approaching all target groups.
Meanwhile, TQM will expand the number of agents nationwide. Besides 4,000 sales staff and sub-agents, the company will appoint personal agents as a new sale channel to provide customers more convenience and better service quality.
“We focus on individuals who want to become car-insurance agents under TQM. This will ensure customers get better-quality service and information about their insurance claims,” Unchalin said.
TQM chief executive officer Napassanun Punnipa added that from now on, the marketing strategy would be more towards niche markets to suit different customer lifestyles. Therefore, the company is moving forward to develop new products to cope with all market segments.
Earlier, TQM launched motor insurance for women and top-up insurance for terrorist impacts.
The company is now considering top-up insurance for holders of universal healthcare cards.
Napassanun said that despite the economic slowdown, the company’s premium income remained on track, with almost Bt3 billion in the first quarter of this year.
It has set a premium-income target of Bt10 billion for 2016, compared with more than Bt9.4 billion last year.
Founded as a family business 60 years ago, TQM Insurance Broker has become the market leader through its partnerships with almost 50 insurance companies.
TQM offers car, life, personal-accident, cancer and fire insurance.
Motor insurance contributes almost 80 per cent of its total premium income but it is focusing more on health and life insurance.
“The company is planning to list on the stock market next year. Meanwhile, the company is looking for market opportunities in Asean.
TQM has already visited Laos, Vietnam and Myanmar,” Napassanun said.
