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What does the Digital & Connected Patient Experience of Tomorrow look like?

Over the last two years, between setting up new hospitals, handling the patient load, rearranging floors, and turning ICUs into covid wards quickly, the healthcare ecosystem faced a paradigm shift. Virtual visits that seemed like a mere possibility a few years ago, turned into reality in just a matter of months. Hospitals turned up at doorsteps and digital consultations became the new normal. The pandemic gave momentum to the rapid adoption of newer technologies by both providers and patients.

The Healthcare of Tomorrow

According to Deloitte, by 2040, health care as we know it today will cease to exist and the focus will shift from ‘healthcare’ to ‘health’. While it’ll be impossible to eradicate disease and illness completely, early detection, proactive intervention, and progress tracking will help to prevent serious consequences and promote well-being. 

Smartwatch market share is expected to reach $ 95.78 Billion by 2028 and register a CAGR of 19.1%, according to Emergen Research. A 71-year-old woman in the US collapsed while she was alone, but the Apple Watch’s fall detection feature was able to warn her son and first responders. When she was taken to the health center, she was detected with a mass in her lungs that was cancerous. The future of healthcare will be strongly empowered by the digital revolution where the focus will be more on wellness rather than illness.

What does a Digital Patient of tomorrow want?

Patient loyalty is directly linked with their overall experience. According to Accenture, “Two-thirds of patients are likely to switch to a new health system if their expectations are not met.”

Ideal Patient Journey

Let’s look at what a future healthcare consumer is looking for:

  1. Omnichannel Experience

According to Mantra Labs report, “healthcare providers that successfully initiate conversations, advise, engage and then close over multiple channels can potentially retain up to 7X more customers.”

Earlier healthcare customers relied more on in-person visits and consultations. But with change in consumer dynamics in the past two years, industries have shifted to omnichannel engagement strategy to reach out to their customers who now expect a similar experience in healthcare as well. They want flexibility and control to communicate with their providers on their own terms over all the channels via chat, web, email, text, and call.

  1. Digital Infrastructure is an absolute necessity

Covid-19 has taught us that there is an urgent need to build a strong Digital Infrastructure for a pandemic-like situation in the future.

Global Digital Health Funding

A study by CB Insights says, “Global digital investments in healthcare went record-high of $57.2 billion in 2021, a 79% jump from the $32 billion raised globally in 2020.” The number will keep going higher every year as there is a huge demand-supply gap in the healthcare industry. Providers would be better aligned with their patient’s demands if they invested in digital front-office transformation. This would also increase overall cost efficiencies.

Recently, ₹200 Cr has been allocated by the Indian government to set up an open platform for the National Digital Health Ecosystem (NDHE) which will include an exhaustive list of digital registries of health providers and health facilities, unique health identity, consent framework, and universal access to healthcare. This will create a much-needed interactive and transparent platform for healthcare providers and seekers to manage stacks of health data in the country.

  1. Insurance & Financing

When it comes to healthcare, people have been compelled to pay for their healthcare coverage out of their own wallets, especially in developing countries like India. According to research conducted by the Public Health Foundation of India, healthcare-related expenses push 4% of India’s population below the poverty line every year. This creates an urgent necessity for insurance and healthcare partnerships to go beyond working in silos and integrate with each other for creating a better patient journey.

What does a Future Health workforce want?

There has been a massive shift in not just consumers’ but providers’ mindsets too. The health workforce has been the fastest to adapt and evolve into this new digital healthcare setting. 

Coming out of this crisis, knowing what they want has become critical for healthcare organizations. 

Digital Health Provider Experience
Source: Mantra Labs Whitepaper
  1. Technology that benefits clinicians rather than the other way around

Collaboration solutions with real-time video and audio capabilities are rated as a significant sales conversation accelerator by 57% of healthcare agents. 

Accenture found that since COVID-19, 60% of patients want to use technology more for their healthcare. 

Given the fact that AI adoption rates surged by 51% in 2021, usage rates remain low. This shows that there’s a huge scope for the industry leaders to make conversational AI a better partner for healthcare providers.

  1. Regular training to upskill the workforce

Healthcare providers need to upgrade not just their technical skills but their soft skills as well to connect with the patient at a deeper level. With multitudes of data available to the doctor, what’s important for them is to train their clinicians and workforce to learn to process that data in a timely and meaningful way during the consultation. 

Conclusion

“The global healthcare interoperability solutions market is expected to grow from $ 2.9 billion in 2021 to $ 5.7 billion by 2026, growing at a CAGR of 13.9% during the forecast period 2021-2026”, according to marketsandmarkets.

Global Healthcare Market Trends
Source: marketsandmarkets

Factors like lack of unified patient data, soaring patient demand, and an overburdened legacy health system have resulted in disjointed care experiences. The interoperability between different healthcare systems will facilitate healthcare practitioners to see a complete panoramic picture of their patients. 

Health experts need to strike the right balance between digital and physical channels because the human touch will always take the center stage. 

Going forward, the health industry requires a framework that allows them to remain agile during the healthcare crisis and be tech ready to provide a connected patient experience.

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How Smarter Sales Apps Are Reinventing the Frontlines of Insurance Distribution

The insurance industry thrives on relationships—but it can only scale through efficiency, precision, and timely distribution. While much of the digital transformation buzz has focused on customer-facing portals, the real transformation is happening in the field, where modern sales apps are quietly driving a smarter, faster, and more empowered agent network.

Let’s explore how mobile-first sales enablement platforms are reshaping insurance sales across prospecting, onboarding, servicing, renewals, and growth.

The Insurance Agent Needs More Than a CRM

Today’s insurance agent is not just a policy seller—they’re also a financial advisor, data gatherer, service representative, and the face of the brand. Yet many still rely on paper forms, disconnected tools, and manual processes.

That’s where intelligent sales apps come in—not just to digitize, but to optimize, personalize, and future-proof the entire agent journey.

Real-World Use Cases: What Smart Sales Apps Are Solving

Across the insurance value chain, sales agent apps have evolved into full-service platforms—streamlining operations, boosting conversions, and empowering agents in the field. These tools aren’t optional anymore, they’re critical to how modern insurers perform. Here’s how leading insurers are empowering their agents through technology:

1. Intelligent Prospecting & Lead Management

Sales apps now empower agents to:

  • Prioritize leads using filters like policy type, value, or geography
  • Schedule follow-ups with integrated agent calendars
  • Utilize locators to look for nearby branch offices or partner physicians
  • Register and service new leads directly from mobile devices

Agents spend significantly less time navigating through disjointed systems or chasing down information. With quick access to prioritized leads, appointment scheduling, and location tools—all in one app—they can focus more on meaningful customer interactions and closing sales, rather than administrative overhead.

2. Seamless Policy Servicing, Renewals & Claims 

Sales apps centralize post-sale activities such as:

  • Tracking policy status, premium due date, and claims progress
  • Sending renewal reminders, greetings, and policy alerts in real-time
  • Accessing digital sales journeys and pre-filled forms.
  • Policy comparison, calculating premiums, and submitting documents digitally
  • Registering and monitoring customer complaints through the app itself

Customers receive a consistent and seamless experience across touchpoints—whether online, in-person, or via mobile. With digital forms, real-time policy updates, and instant access to servicing tools, agents can handle post-sale tasks like renewals and claims faster, without paperwork delays—leading to improved satisfaction and higher retention.

3. Remote Sales using Assisted Tools

Using smart tools, agents can:

  • Securely co-browse documents with customers through proposals
  • Share product visualizations in real time
  • Complete eKYC and onboarding remotely.

Agents can conduct secure, interactive consultations from anywhere—sharing proposals, visual aids, and completing eKYC remotely. This not only expands their reach to customers in digital-first or geographically dispersed markets, but also builds greater trust through real-time engagement, clear communication, and a personalized advisory experience—all without needing a physical presence.

4. Real-Time Training, Performance & Compliance Monitoring

Modern insurance apps provide:

  • On-demand access to training material
  • Commission dashboards and incentive monitoring
  • Performance reporting with actionable insights

Field agents gain access to real-time performance insights, training modules, and incentive tracking—directly within the app. This empowers them to upskill on the go, stay motivated through transparent goal-setting, and make informed decisions that align with overall business KPIs. The result is a more agile, knowledgeable, and performance-driven sales force.

5. End-to-End Sales Execution—Even Offline

Advanced insurance apps support:

  • Full application submission, from prospect to payment
  • Offline functionality in low-connectivity zones
  • Real-time needs analysis, quote generation, and e-signatures
  • Multi-login access with secure OTP-based authentication

Even in low-connectivity or remote Tier 2 and 3 markets, agents can operate at full capacity—thanks to offline capabilities, secure authentication, and end-to-end sales execution tools. This ensures uninterrupted productivity, faster policy issuance, and adherence to compliance standards, regardless of location or network availability.

6. AI-Powered Personalization for Health-Linked Products

Some forward-thinking insurers are combining AI with health platforms to:

  • Import real-time health data from fitness trackers or health apps 
  • Offer hyper-personalized insurance suggestions based on lifestyle
  • Enable field agents to tailor recommendations with more context

By integrating real-time health data from fitness trackers and wellness apps, insurers can offer hyper-personalized, preventive insurance products tailored to individual lifestyles. This empowers agents to move beyond transactional selling—becoming trusted advisors who recommend coverage based on customers’ health habits, life stages, and future needs, ultimately deepening engagement and improving long-term retention.

The Mantra Labs Advantage: Turning Strategy into Scalable Execution

We help insurers go beyond surface-level digitization to build intelligent, mobile-first ecosystems that optimize agent efficiency and customer engagement—backed by real-world impact.

Seamless Sales Enablement for Travel Insurance

We partnered with a leading travel insurance provider to develop a high-performance agent workflow platform featuring:

  • Secure Logins: Instant credential-based access without sign-up friction
  • Real-Time Performance Dashboards: At-a-glance insights into daily/monthly targets, policy issuance, and collections
  • Frictionless Policy Issuance: Complete issuance post-payment and document verification
  • OCR Integration: Auto-filled customer details directly from passport scans, minimizing errors and speeding up onboarding

This mobile-first solution empowered agents to close policies faster with significantly reduced paperwork and data entry time—improving agent productivity by 2x and enabling sales at scale.

Engagement + Analytics Transformation for Health Insurance

For one of India’s leading health insurers, we helped implement a full-funnel engagement and analytics stack:

  • User Journey Intelligence: Replaced legacy systems to track granular app behavior—policy purchases, renewals, claims, discounts, and drop-offs. Enabled real-time behavioral segmentation and personalized push/email notifications.
  • Gamified Wellness with Fitness Tracking: Added gamified fitness engagement, with rewards based on step counts and interactive nutrition quizzes—driving repeat app visits and user loyalty.
  • Attribution Tracking: Trace the exact source of traffic—whether it’s a paid campaign, referral program, or organic source—adding a layer of precision to marketing ROI.
  • Analytics: Integrated analytics to identify user interest segments. This allowed for hyper-targeted email and in-app notifications that aligned perfectly with user intent, driving both relevance and response rates.

Whether you’re digitizing field sales, gamifying customer wellness, or fine-tuning your marketing engine, Mantra Labs brings the technology depth, insurance expertise, and user-first design to turn strategy into scalable execution.

If you’re ready to modernize your agent network – Get in touch with us to explore how we can build intelligent, mobile-first tools tailored to your distribution strategy. Just remember, the best sales apps aren’t just tools, they’re growth engines; and field sales success isn’t about more apps. It’s about the right workflows, in the right hands, at the right time.

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