How we increased customer engagement through a telemedicine application.

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Prudential plc is a British multinational insurance company headquartered in London, England. Prudential has 20 million life customers. It owns Prudential Corporation Asia, which has insurance and asset management operations across 14 markets in Asia, Jackson National Life Insurance Company, which is one of the largest life insurance providers in the United States.

Prudential makes healthcare affordable and accessible, protects people’s wealth and grows their assets.

Client’s Challenge

COVID-19 disrupted health services in all the countries.

Customers had trouble receiving face-to-face medical services due to pandemic restrictions in South East Asia.

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Remove geographical boundaries and allow patients to be in touch with doctors anytime, anywhere.

Connect patients to doctors through a mobile application. Let customers consult virtually with licensed doctors via the internet.

Retain and attract customers.

What’s been done

Created patient-centric architecture. Users can choose from among the available doctors, who are listed along with their experience.

Digital patient intake with configurable journeys. Once logged in patients can select the doctor they wish to see, and the time — appointments are available around the clock. They can also choose an appropriate price, book a call, upload documents and download their medical test results.

Introduced talk, video, and text features to connect doctors with patients, allowing them to diagnose, treat, and even prescribe medication.

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Provided 24/7 medical services through online consultations.

Customers can perform all tasks in the app, including responding to queries.

Adapted to the local payment system and documentation.

The app supports multiple languages. Available on IOS, Android.

Increased customer engagement.