Savington International Insurance Brokers LLC, founded in 2006 by Dev Maitra, is a prominent insurance provider in the UAE. Based in Oud Metha, Dubai, the company offers a wide range of insurance services, from medical and personal insurance to vehicle and liability coverage. Savington serves a diverse client base, including students and global businesses, through customized insurance solutions.
FRONT OFFICE UPSHIFTS
Upshift No. 1 – CRM Upgrade: In August, Savington rolled out a new and improved version of its CRM system, aiming to make its workflows smoother and boost customer engagement. The operations team, led by Safwan Faizal, successfully integrated the old system with this upgraded CRM tool. Thanks to this upgrade, the company has seen a 21% jump in customer interactions, largely due to more personalized outreach efforts. Customer satisfaction also climbed from 75% to 85%, and churn has reduced by 31%, giving a much brighter long-term revenue outlook. Dev Maitra, the Founder and MD of the company, remarks: “We’ve seen a brighter long-term revenue outlook due to more personalized outreach efforts.”
Upshift No. 2 – Predictive Modelling Strategy: In early April, Savington launched a ‘Predictive Modelling Strategy’ that helps forecast when current customers might upgrade or buy more coverage. By using advanced analytics and studying customer behavior and market trends, it could target its marketing efforts more effectively. Under the leadership of Thasneem Ahmed, the sales team was trained to leverage these data-driven insights. This initiative led to a strong uptick in new client acquisitions during the Q1, boosting quarterly revenue by 15% yoy and improving the market position.
Upshift No. 3 – AI-powered Chatbot: In Q1 2024, Savington introduced an AI-powered chatbot that completely transformed customer service operations. Since its launch, the company has reduced average response times by 48%, allowing for smoother communication with clients. Feedback from customers showed increased satisfaction, with Net Promoter Score (NPS) rising by 10%. This not only strengthened the brand’s reputation but also established it as a leader in customer service excellence within the industry.
BACK OFFICE UPSHIFTS
Upshift No. 1 – Data Management: This year, Savington enhanced its data management system, led by the efforts of the IT department, led by Anis. The new system optimized how data is stored and retrieved, leading to a 10% reduction in operational costs. Dev stated: “These savings allowed us to shift more budget towards innovation projects, reflecting the company’s focus on innovation. The upgrade also boosted reporting accuracy, minimizing discrepancies in quarterly financial reports.”
BRAND UPSHIFTS
Upshift No. 1 – Website Redesign: In May 2024, Savington carried out a full rebranding of its website to make it easier for clients to find the insurance options they need. Led by the marketing manager, Sidhaanth, the project involved a complete redesign, resulting in a more user-friendly experience for inquiries. Within 6 months, this revamped brand identity boosted brand awareness by 18.57%, proving the success of the initiative. Dev observed that the redesign was pivotal in reinforcing the company’s digital presence and simplifying the customer journey.
Upshift No. 2 – Targeted Social Media Campaigns: In April 2023, Savington launched an innovative social media marketing campaign ‘Insurance Insights Unlocked’ on platforms such as Facebook, Instagram, and LinkedIn. This initiative aimed to engage customers of all age groups on each platform, and it proved successful, increasing brand visibility by 41.7% compared to earlier campaigns. Over 10 days, Savington shared essential facts about insurance on social media, aiming to empower clients and make their decision-making easier. From understanding how natural disasters can affect policies to knowing what to do after an accident in the UAE, the campaign focused on providing valuable knowledge. When the April floods hit the following year, many clients turned to these insights, making their claims journey much smoother. This increased page visibility by 45% during the month, and over time increasing online engagement by 20% since. By turning these facts into blog posts, the team created a go-to resource for its clients, reinforcing its commitment to being their trusted insurance partner.
Upshift No. 3 – Split Payment Option: In January 2024, Savington partnered with Tamara to offer its clients a split payment option, making it easier for them to divide the total cost into smaller, more manageable installments. This collaboration boosted market visibility and also reinforced the company’s standing as a leader in the broking industry. The result was a 15% increase in engagement on social media and a notable rise in sales through Tamaras’ website and application.
DIVERSIFICATION INITIATIVES
Initiative No. 1 – Onboarding Insurance Companies: In the first half of 2024, Savington took a significant step forward by teaming up with several new insurance providers which allowed it to reach a wider audience and offer more affordable options. Thanks to Abhimanyoo’s guidance, the company rolled out a range of plans designed for different needs, including coverage for electric vehicles and Chinese cars, as well as cost-effective options for younger customers under the age of 25. This initiative helped achieve a 15% increase in motor revenue in the first year, and also gave a more balanced portfolio, reducing reliance on core products.
Initiative No. 2 – Cyber Insurance: In Q1 2024, Savington launched a cyber insurance product aimed at helping organizations manage the costs related to cyberattacks, data breaches, and other IT security incidents. This initiative, led by Thomas, was part of the strategy to diversify offerings and better meet our customers’ needs. Within the first year, the company was flooded with enquiries due to the increasing cyber-attacks, resulting in a 15% increase in revenue from its online platform.
LEGAL/COMPLIANCE UPSHIFTS
Upshift No. 1 – Compliance & AML Implementation: In September 2023, Savington established a compliance team and an Anti-Money Laundering (AML) Initiative to stay aligned with the latest regulations. Says Dev: “Given the complexities of the insurance industry and the stringent oversight from regulatory authorities, this compliance team plays a crucial role in risk management, fostering trust, and preventing legal challenges.” They serve as a protective measure for the brokerage, ensuring that the operations are not just legally compliant but also ethical and transparent.
Upshift No. 2 – Thorough Audits: In March 2024, Savington undertook a comprehensive audit of its legal practices to identify potential risks and areas for improvement. Conducted by an external consulting firm, this audit resulted in the implementation of new policies that boosted compliance rates by 34.8% and reduced the number of legal disputes.
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