Case Study: Bahrain Kuwait Insurance Company

Established in 1975 by Bahraini and Kuwaiti shareholders, Bahrain Kuwait Insurance Company (GIG Bahrain) stands as a pioneer in the insurance industry. Enjoying the unique privilege of operating nationally in Bahrain and Kuwait, BKIC offers a wide range of general insurance services, including Fire, Accident, Engineering, Marine Cargo, Motor, Group Life, and Health. With a steadfast commitment to integrity and financial strength, BKIC has secured an A- (Excellent) rating from A M Best, making it the first company in Bahrain to achieve such recognition. For over a decade, BKIC has held the position of market leader in Bahrain's insurance industry, boasting a consolidated gross premium income of BHD108 million (USD286 million) in 2023.

The Opportunity

BKIC was in need of an omnichannel cloud communication solutions provider to elevate their engagement levels with clients. The goal was to provide an efficient way for clients to receive information on claims, ensure quicker responses to complaints, and access customer data from a single platform for transparency and to optimize their customer services. Additionally, BKIC was onboarding new clients at an exponential rate, motivating them to look for user-friendly, seamless technology to connect with clients more efficiently.

The Solution

With a slew of desired benefits, BKIC selected CEQUENS WhatsApp Business API and Chatbot to enrich their communication channels and enhance engagement with customers. With the ability to respond in real-time, ensuring faster response rates, and providing clarity to clients around the clock, CEQUENS WhatsApp Business API and Chatbot became the perfect choice for BKIC's communication strategy.

The Result

5,000 conversations / month

Leveraging CEQUENS WhatsApp Business API, BKIC optimized the customer journey, slashing waiting times and swiftly resolving insurance inquiries, claims, and complaints. This led to a significant uptick in customers favoring the API over traditional call center methods. 

19% increase in revenue

Incorporating CEQUENS WhatsApp Business and Chatbot resulted in a 19% increase in revenue for the Contact Center department. The efficient chatbot provided swift customer assistance, improving customer satisfaction and retention. Additionally, the streamlined communication through WhatsApp facilitated more effective upselling and cross-selling opportunities, contributing to the overall revenue growth.

Testimonial

“Partnering with CEQUENS transformed our customer engagement. Their WhatsApp Business API and Chatbot provided a seamless, efficient way to communicate with our clients, ensuring faster response times and improved transparency. This technology has been invaluable as we onboard new clients rapidly, allowing us to maintain high-quality service and optimize our customer interactions. CEQUENS has truly elevated our communication strategy.”

Zeyad Zainal Chief Technology Officer at Bahrain Kuwait Insurance Co. (GIG Bahrain)

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