In my last article, I have talked about the challenges and oppurtunities of IOT industry. Now let’s talk about building an IOT product and benefits of it in the market.

How about building an IOT device?

Now let me also talk a bit about the process of building an IOT product. If you are thinking of building an air purifier, or a thermostat, or some smart lighting solutions for home, you are very likely to hit the first stumbling block as to how to go about the whole process. How to get a 3D design for the device, where to go for a prototype design, and how to get the electronics (the PCB part) done, and how to make the device talk and interact with various other devices like your mobile phone, etc.

What you need is professional expertise in not one particular field, but many diverse fields. If you are a software engineer with some experience with coding, you will know writing software is not that difficult as all you need is a computer, and you could create wonders just sitting in home or office. Building a real, physical thing can be really tough & challenging. Not only it requires varied set of skill set, but also can cost much more to prototype, and test it out.

Steps to follow before going ahead

For the benefit of newbies to the field, I have listed down the steps generally followed in any IOT product development process.

Market Research
Conceptualization/Ideation
Design
Prototype (Schematic Design, Layout)
PCB Manufacturing
Procuring components & assembly of electronic circuitry
3D printing of casing & outer facade of the product
Field Trials
Redesign & trials if needed
Marketing & Mass manufacturing

Loads of data is generated, but what to do with it?

Due to the large number of IOT devices around, it is quite as well expected that they will generate a huge volume of data. Question is how to make best use of the data captured, or how to make your device react to events triggered by actions of other users, or may be from the device owner himself through a mobile application.

Standards like the MQTT, AMQP, etc are the general protocols used for an IOT device or the cloud to communicate with each other. Both of them work on basic principle of publish/subscribe. The two parties subscribe to events, and whenever there is an update, or an occurrence of the event, the subscribing parties are notified.

Providers like Microsoft Azure, ABM, and AWS have all come up with their IOT platforms making it easy to monitor and control remote devices from click of a button. Being on the cloud, it gives IOT the ability to scale. The data being captured in the cloud can be analysed, and trends studied using Machine Learning algorithms and Artificial Intelligence.

Today it is possible to auto update the firmware of an IOT device without requiring any intervention from the customer.

How IOT will drive benefits for users?

Data generated from IOT devices are being continuously analysed and machine learning models are built to help in predictive analytics. Earlier emphasis was on preventive maintenance in industries, and anywhere else where machines were deployed. We used to ensure regular and timely checkups to ensure our machines are always in healthy state. But now with advancements in technology, based on the data captured, our machine learning prediction models can warn us in advance of a possible impending breakdown. A corrective action can be immediately triggered, and the machine is restored to good health much before breakdown.

Today IOT driven processes paves the way for improvements in existing processes leading to higher customer satisfaction & safety leading to better profits for businesses. Customers delight and an increasing affiliation are invaluable assets to any business, and when IOT is able to help the business achieve that, its relevance will never be in doubt. No wonder Gartner Research predicts there will be more than 20 billion IOT devices by the year 2020.

NPS in Insurance Claims: What Insurance Leaders Are Doing Differently

By : Divyanjali Gupta

Published on Jul 24, 2025

Customer Experience CX Insurance NPI In Insurance

Claims are the moment of truth. Are you turning them into moments of loyalty?

In insurance, your app interface might win you downloads. Your pricing might drive conversions.
But it’s the claims experience that decides whether a customer stays—or leaves for good.

According to a survey by NPS Prism, promoters are 2.3 times more likely to renew their insurance policies than passives or detractors—highlighting the strong link between customer advocacy and retention.

NPS in insurance industry is a strong predictor of customer retention. Many insurers are now prioritizing NPS to improve their claims experience.

So, what are today’s high-NPS insurers doing differently? Spoiler: it’s not just about faster payouts.

We’ve worked with claims teams that had best-in-class automation—but still had low NPS. Why? Because the process felt like a black box.
Customers didn’t know where their claim stood. They weren’t sure what to do next. And when money was at stake, silence created anxiety and dissatisfaction.

Great customer experience (CX) in claims isn’t just about speed—it’s about giving customers a sense of control through clear communication and clarity.

The Traditional Claims Journey

Forms → Uploads → Phone calls → Waiting
No real-time updates
No guidance after claim initiation
Paper documents and email ping-pong

The result? Frustrated customers and overwhelmed call centers.

The CX Gap: It’s Not Just Speed—It’s Transparency

Customers don’t always expect instant decisions. What they want:

To know what’s happening with their claim
To understand what’s expected of them
To feel heard and supported during the process

How NPS Leaders Are Winning Loyalty with CX-Driven Claims and High NPS

1. Real-Time Status Updates

Transparency to the customer via mobile app, email, or WhatsApp—keeping them in the loop with clear milestones.

2. Proactive Nudges

Auto-reminders, such as “upload your medical bill” or “submit police report,” help close matters much faster and avoid back-and-forth.

3. AI-Powered Document Uploads

Single-click scans with OCR + AI pull data instantly—no typing, no errors.

4. In-the-Moment Feedback Loops

Simple post-resolution surveys collect sentiment and alert on issues in real time.

For e.g., Lemonade uses emotional AI to detect customer sentiment during the claims process, enabling empathetic responses that boost satisfaction and trust.

Smart Nudges from Real-Time Journey Tracking

For a leading insurance firm, we mapped the entire in-app user journey—from buying or renewing a policy to initiating a claim or checking discounts. This helped identify exactly where users dropped off. Based on real-time activity, we triggered personalized notifications and offers—driving better engagement and claim completion rates.

Tech Enablement

Claims Orchestration Layer: Incorporates legacy systems, third-party tools, and front-end apps for a unified experience.

AI & ML Models: For document validation, fraud detection, and claim routing, sentiment analysis is used. Businesses utilizing emotional AI report a 25% increase in customer satisfaction and a 30% decrease in complaints, resulting in more personalized and empathetic interactions.

Self-Service Portals: Customers can check their status, update documents, and track payouts—all without making a phone call.

Business Impact

What do insurers gain from investing in CX?

A faster claim is good. But a fair, clear, and human one wins loyalty.

And companies that consistently track and act on CX metrics are better positioned to retain customers and build long-term loyalty.

At Mantra Labs, we help insurers build end-to-end, tech-enabled claims journeys that delight customers and drive operational efficiency.
From intelligent document processing to AI-led nudges, we design for empathy at scale.

Want a faster and more transparent claims experience?

Let’s design it together.
Talk to our insurance transformation team today.

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