The engagement took off with a focus on policy issuance process for the motor segment, which was thereafter extended to medical, travel, and health segments.

Sparsh was entrusted with the responsibility of -

• Receiving hard copy proposals along with the necessary supporting documents from the Branch office (in Delhi)
• Counting, in warding, indexing and carrying out level 1 quality checks for cover notes received by the center
• Forwarding proposals for data entry followed by level 2 quality checks for identifying and rectifying data entry errors
• Generating policy and uploading it in the system
• Printing policy, indexing, counting of policies and final cover note preparation
• Dispatching policies and reporting dispatch status to the client’s Branch office

For this, Sparsh designed a solution which was implemented in two phases . In Phase 1, the operations were carried out in Gurgaon catering to Northern Region and in Kolkata for servicing the Eastern Region. In phase 2, operations were extended to Pune and Bangalore to cater to the Western and Southern Regions’ requirements respectively. The objective behind identifying key centers was to establish a centralised hub in these cities for the regions where processes could be facilitated with more efficiency and ease. The creation of centralised hubs also served the purpose of reducing the turnaround time for processing the proposal forms.

The client also needed an extensive database of its customers’ profiles for current and future purposes as a CRM measure. Accordingly, Sparsh generated a repository of customer data for future profiling. Sparsh offered value added services by maintaining and updating this database on an ongoing basis.


Partnering with Sparsh enabled the client to carry out their transaction activities in a more organised and timely fashion. The highlights were -

• Consistently achieved a turnaround time of less than one day for processing non- discrepant proposals
• Constantly accomplished the target for processing the desired quantum of proposals on a daily basis
• Consistently maintained reporting timelines for the concerned process
• End-to-end processing which comprises warding, quality check level 1, data entry, quality check level 2, policy generation and policy printing is being conducted as per client expectation
• Successfully managed replication of the concerned activity to three other Sparsh centers in Kolkata, Bangalore and Pune