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Everything-as-a-Service

We are now living in the age of hyper-convenience, and the market for convenience (as-a-service) is soaring. For the better half of the last ten years, we have swiftly passed into the ‘as-a-service’ economy. The globalization of labour, highly disruptive business models and rapid consumerization have made the transition nearly inevitable. 

The heightened experience of ‘utility’ extends to both consumers and even businesses. From hailing a taxi or buying groceries to quick entertainment and daily productivity tools, everything is/can be made available as-a-service. So how did XaaS get to this point? — where it’s now the preferred operating model of choice for delivering any IT function as a service for consumption.

The ‘as-a-service’ concept is universally understood to be an analogue of cloud computing. It is predicted to be valued at nearly $344B by 2024, growing at 24% over the next five years.

The approach has been around since the ‘60s when SaaS quickly replaced the older ASP (Application System Provider) model. The real reason the ASP model failed? It wasn’t scalable. Gone are the days of buying licensed software products and lengthy on-site installation processes. In contrast, with SaaS, enterprises can buy and pay for what they use. By taking advantage of virtualization and cloud-based scalability — users access the same code base, while their data and customized interfaces are kept separate.


Towards the close of the millennium, Salesforce built the very first complete SaaS product, which is still today — one of the World’s most widely used customer relationship management (CRM) tools. 

Over the next ten years, SaaS quickly decentralized into Desktop; Data; Network; Security; Infrastructure; and Platform-as-a-service. Today, any core business function can be delivered through this model, such as Marketing, Banking, Healthcare, Appliances and Gaming among many others. 

Consumers, in the meantime, have become increasingly familiar with ‘use without ownership’ type of products including movies-as-a-service (Netflix, Hulu); communication-as-a-service (Whatsapp, Snapchat)

While companies like Uber & Grab have leveraged ‘service-as-a-product’ effectively — shifting the balance from car ownership to transportation-as-a-service; others like Joule have moved towards outcome-based pricing where users can subscribe to cars without any time limit.

The essence of XaaS is simply delivering a service over the Internet, rather than on-site. The most efficient way to do this is through the cloud. Being more cheaper and efficient, the cloud services model witnessed mainstream adoption only within the last decade. The real advantage stays the ability for companies to wholly deliver a one-click operation for the end-user. 

Tesla has already disrupted the automobile industry with its radical as-a-service concept: upgrade your car (software) for free, for life! Tesla is also planning to shift to pay-as-you-use models including autonomously renting out your car when you are on holiday. 

Consumers easily get behind this technology because it reduces any ownership risk and encourages more users to try these services at affordable and competitive pricing. This is how and why we have pizza-as-a-service today! Hence XaaS. 

How does XaaS help your business?

There are currently over 5.6 million professional and creative services companies in operation around the world. Technology is constantly evolving the state of how we do business, and the operating models we use today will have to adapt to innovations that disrupt tomorrow.

The Real Impact of XaaS

  1. The Cloud has moved beyond the “hype” realm into a digital must-have for any enterprise. Regardless of the size of the business, the cloud is your best bet for maximum scalability and mobility.

  2. One-to-many is now a customizable relationship, thanks to XaaS models that help you deploy services with precision and speed.

  3. Agile enablement calls for being nimble across software delivery. Create business value through incremental, sustainable, and measurable agility.

  4. Plug and Play allows for maximizing combined services, greater efficiency gains, and uptime — giving your business the autonomy to use services as and when you need.

  5. Resource & Cost-lax operations reduce major overheads by 3-5X by leveraging the right consumption-based models.

The move away from legacy business mechanisms, ties to the resource-intensive effort of shifting from selling products to selling capabilities. If the front office and back office aren’t aligned, the business will struggle to move forward.

Enterprises are increasingly looking to achieve results through as-a-service models—using hybrid delivery—that can be explicitly configured to deliver critical business outcomes in a short turnaround time. 

Talk to us today to learn how we are helping enterprises operate successfully in the digital world. Drop us a line here hello@mantralabsglobal.com   

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NPS in Insurance Claims: What Insurance Leaders Are Doing Differently

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

Image Source: NPS Prism

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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