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Philam Life ushers in the digital age with SPARK

By Chester Labaco - on 22 Sep 2016, 1:14pm

Philam Life ushers in the digital age with SPARK

Philam Life aims to improve the insurance landscape with the inception of SPARK. Situated in Bonifacio Global City Taguig, their first flagship store is a beacon of their transformation and unrelenting journey towards improving the lives of Filipinos.

As a follow-up to the introduction of Philam’s GENESIS, SPARK is a state-of-the-art facility is a customer service center that offers members fully digital and personalized services. It is essentially a pilot office of all the company’s flagship stores that will soon open in key cities nationwide.

Ariel Cantos, Philam Life CEO

“Our innovation this time focuses on giving our customers the best experience. We are transforming our customer service centers into one-stop shops to make sure we cater to their growing and differentiating needs in this fast paced environment. What makes it different is that we have expanded our services to the entire Philam Group including agency, bancassurance and mutual fund business transactions” said Philam Life CEO, Ariel Cantos.

SPARK uses modern technological platforms to make services faster and easier for customers amidst the sleek interiors of a modern-day office. It flaunts Philam’s latest technological capabilities such as the online customer portal called e-Plan, the Agency Portal for Philam Life financial advisors; and My PAMI Investor Portal, for the company’s mutual fund customers.

One of the media practitioners getting acquainted with Philam's E-Plan.

E-plan, the newly launched customer portal, allows Philam Life clients to manage their policy details and transact anytime and anywhere. This transforms the level of customer service beyond the traditional face-to-face transactions.

Richard Bracken, Philam Life's Chief Life Operations Officer

Philam Life’s Chief Life Operations Officer Richard Bracken said, “At Philam Life, we believe that everything should start and end with the customers. This portal has a human centric design, which means that this was designed by the customers for the customers. For example, one of our key findings revealed that 90% use mobile devices for online actiities, so we have made e-Plan to be mobile-optimized.”

For customers that prefer traditional face-to-face transactions, SPARK has customer service representatives to assist members with their inquiries and policy concerns. Digital ambassadors are also included to guide policy holders in the use of digital platforms available in the center. In addition, an “Advisor for the Day” is also present to perform financial needs assesment to members looking for solutions for their real life needs.

A special corner is dedicated to Philam Vitality – the first full-scale wellness program offered by Philam Life to promote healthy living. Through the program. Members earn points, discounts, and rewards for living a healthier life.

Bracken said, “SPARK is the outcome of our extensive series of customer relationship studies that were devised to understand our customers in terms of ways to make it easier for them to do business with us. The key findings guided us in working our way to reinvent and improve the face of customer service.”