Customer-centric

One of the latest technological solutions that Manulife Vietnam has just deployed is the M-PS (Manulife Promoter System) customer feedback receiving system, which helps businesses quickly grasp customer opinions and proactively and continuously improve service quality. After each transaction, customers will receive a survey link via Zalo or SMS from the M-PS system to evaluate the service quality. In cases where customers have a bad experience, Manulife Vietnam will respond within 48 hours.

Customers evaluate service experience after transaction. Photo: Manulife

M-PS not only serves as a channel for measuring satisfaction, but also provides important data for decisions to adjust processes, products and services to suit the actual needs of customers. The company representative said that this platform is part of the company's commitment to constantly listen and act promptly to ensure maximum customer satisfaction.

Together with M-PS, Manulife continues to upgrade the insurance benefits settlement process by applying automation technology to shorten processing time, and at the same time launching an online document supplement portal, helping customers to submit documents quickly, conveniently and safely.

Making insurance transparent with technology

Ms. Tina Nguyen - General Director of Manulife Vietnam emphasized that digitizing the operating process is Manulife's top priority in its customer-centric strategy. "We always aim to digitize the operating process to bring maximum benefits to customers. Our digital improvements in recent times have created positive effects in both user experience and internal operations." Ms. Tina also affirmed that Manulife will continue to launch new digital initiatives to maintain its pioneering position in transparency in the insurance industry in Vietnam.

The Canadian insurance company once created a “turning point” in making the insurance market transparent when implementing the process of verifying and monitoring the issuance of insurance contracts (the M-Pro process), helping customers understand fully and buy correctly. Through this process, customers perform electronic identification and confirm previously provided personal information, as well as check important information about the insurance contract such as benefits, payment information, notes on investment risks, etc. This initiative also allows businesses to independently evaluate the content of the agent's consultation with customers.

Manulife's M-Pro process helps customers understand correctly and buy enough. Photo: Manulife

Last year, the insurance company also successfully deployed a consulting recording system for its investment-linked insurance products. With a friendly interface and intuitive instructions, especially integrated with virtual assistant technology, customers can easily perform the recording process with consultants. This initiative not only meets the requirements of Circular 67 (Ministry of Finance), but also helps increase transparency in consulting activities, as well as ensuring customers' right to understand and make decisions.

As the insurance market shifts from traditional to digital solutions, pioneers like Manulife are expected to play a role in raising industry standards, especially in how businesses interact and accompany customers throughout their personal financial protection journey. With a series of systematic initiatives, Manulife Vietnam has just been recognized by Global Business & Brands magazine as 'Best Life Insurance Company for Digital Transformation 2025'.

Ngoc Minh

Source: https://vietnamnet.vn/manulife-nang-cao-trai-nghiem-khach-hang-voi-loat-giai-phap-cong-nghe-moi-2394145.html