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Post the Sale – How Insurers can Maximise the Customer Lifetime Value

I got into a minor accident recently and was not sure if I wanted to file a claim or simply inform the insurance company. So I called up this executive of a hot-shot new-age insurance start-up who couldn’t solve my query. A few follow-ups and irritating calls later, I finally had a resolution. That experience was not half as delightful as their well designed UI.

This set me thinking. While InsurTech start-ups are so focused on conversion numbers – are they missing out on engaging the most pliable customers – Their current ones.

A quick search yielded that while the start-up had done some serious hard-sell pre-sale, post-the-sale there was nothing!

Therein lies the opportunity for an insurer to connect with the customer post-the-sale.

A unique aspect of insurance is that disassociation date with the customer is known during association. Hence, it’s imperative that a structured thought process be used to ensure continuity and expansion of the Lifetime Value of the customer.

Increasing the LTV requires meeting the following 3 objectives.

  1. Ensuring the well-being of the insured.
  2. Upsell & Cross-sell of Products
  3. Building Customer Loyalty

The Customer Experience(CX) post sale makes or breaks these objectives.

In a consumer’s life cycle the steps involved include evaluating need to buy> Researching product > Planning > Opportunity Identification > Getting Quote > buying of policy;

post-the-sale,

the consumer has limited to no engagement beyond  evaluating the need for renewal (assuming a claim-free period)


Insurance Consumer Lifecycle


The Insurance Value Chain intersects with the Consumer Lifecycle to create Customer Experiences.

The Insurance Firm needs to maximise these Customer Experiences to increase the LTV. To achieve this, it is imperative that the Consumer Lifecycle post-the-sale be extended to create more such Experiences.

The key phases to create more Experiences would be

Educate > Engage > Reward > Renew    

Educate:

Inform the customer about his policy benefits leading to secondary ripple effects

Reassure his choice of insurer by serving up social validations, case studies and positive metrics.

Engage:

Create awareness about innovation in insurance and newest products to seed up/cross-sell.

Touch base with him on his go-to social forums online & offline to create conversations.

Reward

Involve the customer by providing ancillary services centred around the insured.

Gamify his engagement by rewarding through social recognition, positive metrics and discounts.

Renew

Initiate renewal by reminding the customer about his experiences over the engagement.

Push out the renewal notices with assurances of even better service experience.

The right Product-Marketing Mix and the effective use of channels like Apps, e-mails, forums, TVCs and social media is key to achieving a world class CX. Structuring the post sale engagement will have a serious positive uptick on revenues.

Note: Motor Insurance was the underlying base for this article. However, it holds true in varying degrees for all types of Insurance products.

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Sales Applications Are Disrupting More Than Just Sales

Sales success today isn’t about luck or lofty goals—it’s about having the right tools in your team’s hands, wherever they go. Following our earlier in-depth exploration of sales technology, we will now examine how cutting-edge sales apps are becoming the backbone of modern industries, transforming complex workflows into seamless, growth-driving machines.

From retail to healthcare, logistics to real estate, businesses are deploying sales applications to enhance operational transparency, cut redundant tasks, and build intelligent sales ecosystems. These tools are not only digitizing workflows—they’re driving growth, improving engagement, and redefining how field teams operate.

Lead Ecosystems: Unified visibility across channels

One app. Five workflows. Zero friction.

A leading insurance brand relaunched their app—a sleek, powerful sales companion that’s turning everyday agents into top performers.

No more paperwork. More time to sell.

Here’s what changed:

  • Every visit is tagged, tracked, and followed through. Renewals? Never missed. Leads? Fully visible.
  • Attendance and reimbursements went on autopilot. No more manual logs. No more chasing approvals.
  • New business and renewals are tracked in real time, with accurate forecasting that sales leaders can finally trust.
  • Dashboards are clean, configurable, and useful—insights that move the business, not just report on it.
  • Seamless Integrations. API connectivity with Darwin Box, IMD Master Data, and SSO authentication for a unified experience.

The result? A field team that moves faster, sells better, and works smarter.

Retail: Taking Orders from the Frontline—Smartly

Field sales agents in retail, especially FMCG, used to rely on gut instinct. Now, with intelligent sales applications:

  • AI recommends what to upsell or cross-sell based on previous order patterns
  • Real-time stock availability and credit status are visible in the app
  • Geo-fencing ensures optimized route planning
  • Built-in payment collection modules streamline transaction closure

Healthcare: Structuring Sales with Compliance and Precision

Healthcare leaders don’t need more reports—they need better visibility from the field.  Whether it’s engaging hospital networks, onboarding clinics, or enabling diagnostics at the last mile, everything needs precision, compliance, and clarity. 

Mantra Labs helped a leading healthcare enterprise design a sales app that integrates knowledge, compliance, performance, and recognition, turning frontline agents into informed, aligned, and empowered brand advocates. 

Here’s what it delivers:

  • Role-based onboarding that keeps every level of the field force aligned and accountable
  • Escalation mechanisms are built into the system, driving transparency across commissions and performance reviews
  • A centralized Knowledge Hub featuring healthcare news, service updates, and training modules to keep reps well-informed
  • Recognition modules that celebrate milestones, boost morale, and reinforce a culture of excellence

Now, the field agents aren’t just connected—they’re aligned, upskilled, and accountable.

Real Estate: From Cold Calls to Smart Conversions

For real estate agents, timing and personalization are everything. Sales applications are evolving to include:

  • Virtual site tour integration for remote buyers
  • Mortgage and EMI calculators to increase buyer confidence
  • WhatsApp-based lead capture and nurture sequences
  • CRM integration for inventory updates and automatic scheduling

Logistics: From Chaos to Control in Field Coordination

Field agents in logistics are switching from clipboards to real-time command centers on mobile. Modern sales applications offer:

  • Live delivery status and route deviation alerts
  • Automated dispute reporting and issue resolution tracking
  • Fleet coordination through integrated GPS modules
  • Customer feedback capture and SLA dashboards

What’s new & what’s next in Sales Applications?

Here’s what’s pushing the next wave of innovation:

  • Voice-to-Text Logging: Agents dictate notes while on the move.
  • AI-Powered Nudges: Apps that suggest next-best actions based on behavior.
  • Omnichannel Communication: In-app chat, WhatsApp, email—unified.
  • Role-Based Dashboards: Different data views for admins, managers, and field reps.

What does this mean for Business Leaders?

Sales Applications are not just tactical tools. They’re platforms for transformation. With the right design, integrations, and analytics, they:

  • Replace guesswork with intelligence
  • Reduce the cost of delay and manual labor
  • Improve agent accountability and transparency
  • Speed up decision-making across hierarchies

The future of field sales lies in intuitive, AI-driven applications that adapt to every industry’s nuances. At Mantra Labs, we work closely with enterprises to custom-build sales applications that align with business objectives and ground-level realities.

Conclusion: 

If your agents still rely on Excel trackers and daily call reports, it’s time to reimagine your sales operations. Let us help you bring your field operations into the future—with tools that are fast, field-tested, and built for scale.

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