Philam Life recently launched SPARK by Philam Group at the ground floor of their Philam Life Net Lima Building at the 5th Avenue corner 26th Street, Bonifacio Global City (BGC). It’s the leading insurance provider’s first flagship store derived from the light that has ignited a flame in transforming the culture of customer service experience.
True to its goal in transforming and making continuous efforts towards improving Filipino lives while innovating the life insurance industry, SPARK makes use of technological platforms to make services faster and easier for customers amidst the sleek interiors of a modern-day office. Philam Life CEO Ariel Cantos shared:
“Philam Life has always been the leading innovator in the life insurance industry. Among the roster of recent innovative transformation initiatives we have introduced is GENESIS by Philam Life, a modern state-of-the-art facility supported by technological tools and development programs which paved the beginning of a culture of excellence in the financial advisor practice. 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.
Cantos further concluded:
This shows our commitment to make significant investments in setting new industry standards in customer service and financial advisor practice in the country. We have the capacity to do this being the strongest life insurance company with a solid foundation of consistent financial growth in the key metrics that matter to our customers”.
Serving the pilot office of all the company’s flagship stores that will open soon in key cities nationwide, SPARK by Philam Group is a state-of-the-art customer service center that offers fully digital and personalized services.
SPARK showcases the company’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.
Transforming the level of customer service beyond the traditional face-to-face transactions, the newly launched customer portal E-plan also allows Philam Life clients to manage their policy details and transact, anytime and anywhere.
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 activities, so we have made e-Plan to be mobile-optimized. With the help of our customers, Philam Life’s e-Plan has become the customer portal with the most comprehensive digital platform in the market today.”
For clients who still prefer face-to-face transactions, Philam SPARK has customer service representatives stationed to help them with their inquiries and policy concerns. There are digital ambassadors who can guide them in the use of the digital platforms available in the center. In addition to that, an Advisor for the Day is present to conduct a financial needs assessment to customers looking for solutions for their real life needs.
At Philam SPARK center, there’s also a special corner dedicated to Philam Vitality – the first of its kind in the Philippines and the only full-scale wellness program offered by Philam Life to promote healthy living. Through Philam Vitality, members earn points, discounts, and rewards for living a healthier life.
Bracken added, “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.”
Take a glimpse of SPARK by Philam Group’s service center here:
For additional details about Philam SPARK, visit www. philamlife.com