India’s premier health insurance company, Max Bupa now services hundreds of customers daily using its Facebook engagement platform – Get Help. Get Help is one of a kind customer service platform which helps users to get services at their fingertips right from Facebook.

1. Social Media Case Study
by Iffort

2. Introduction
• India’s premier health insurance
company, Max Bupa now services
hundreds of customers daily using its
Facebook engagement platform – Get
Help.
• Get Help is one of a kind customer
service platform which helps users to
get services at their fingertips right
from Facebook.
• Through this initiative, Iffort has
helped Max Bupa to take the lead to
transform the perception of insurance
as a complex product by using the
most interactive social media platform
to drive conversations on the category.

3. Objective
• Max Bupa has always been
committed to deliver quality health
insurance to our customers.
• We wanted to take this a step
further and use Facebook to
transform the consumer perception
of insurance as a complex product
& drive conversations on the
category.
• We helped Max Bupa to connect
with existing customers and acquire
new ones in a place where they
already spend a lot of time.

4. Solution
• Get Help, developed by Iffort
for Max Bupa is a first of its kind
engagement platform by an
Indian health insurance
company on Facebook that
enables customers to buy a
health policy from their
Facebook account, interact and
share their experience with Max
Bupa and also get instant
customer service at their
convenience from anywhere,
anytime.

5. App Walkthrough
for
Get Help

6. App Walkthrough – Main Dashboard
The main application
dashboard which
serves as the landing
page for the various
services.

7. App Walkthrough – Buy a Policy
• When a customer
wants to Buy a Policy
and needs a call back, he
can submit his details
here and he receives a
call within 60 seconds.

8. App Walkthrough – Complaints &
Compliments
• In case a customer has a
claim grievance he can
reach out and get a quick
resolution of their
complaint.
• This helps in not only
reducing the queries on
the Facebook wall but
also a quick action can be
taken since the
complaints shared here
are sent directly to the
support team.

9. App Walkthrough – Hospital Locator
• While taking a planned
hospitalization it
becomes vital for
customers to check out
the hospitals which are
covered in their policy.
• Using the hospital
locator the customers
can easily search and
choose for their
preferred network
hospital.

10. App Walkthrough – Refer a Friend
• Using this feature
customers can
recommend Max Bupa
to their Facebook
friends.
• This helps in creative
positive word of mouth
for the brand.

11. Launch Campaign
for
Get Help

12. Launch Campaign
• We planned a unique launch of the
product both online and offline.
• Since the main objective of the
application was to showcase the
ease of connecting with Max Bupa,
the communication theme for the
launch campaign was chosen
as "More Reasons to Like Us"
• We engaged with our customers in
a number of ways to inform about
Get Help and drive them to the
application to spread the
awareness.

13. Pre-buzz around popular Social
Media Lingo

14. Pre-buzz around popular Social
Media Lingo

15. Launch of the Social Dashboard

16. Engagement to promote the Social
Dashboard.
• We engaged with the Facebook
community with some games on the
Facebook wall.
• We also ran a Twitter promotions
#TheGetHelpQuiz where we engaged with
users about the various features.

17. Creatives to promote the Social
Dashboard.
• We showcased the different features of
Get Help using creatives which used social
media lingo.

18. Creatives to promote the Social
Dashboard.
• Danglers, Standees & Tabletops
were used on location to promote
Get Help and drive people to the
Max Bupa Facebook Page.

19. Danglers were used to drive
people to the Max Bupa Facebook
Page.

20. Outcome: Happier Customers
• Increase in positive
conversations with complaints
decreasing by more than 60%.
• The application serves to
1,60,000 fan-base of Max Bupa.
• More than 1200 customers
accessed and availed the services
from Get Help.
• Turn around time has decreased
by 50% since the steps to reach
out to the customer support
were decreased.

21. Outcome: Happier Customers
“I got an immediate response after
complaining on Get Help and claim was
received promptly. I would like to record my
appreciation for Max Bupa's swift action.”
Kumar Sunkara
“I admire health
insurance services
provided by Max
Bupa”
Satpriya Swain
“Good company good
products good service”
Navin Dhawan
“One of our friend met with an accident was
admitted in Kerala he got cashless approval
for 2 lakh was paid by Max Bupa directly to
hospital unbelievable experience.”
Surendra Shetty

22. Get Help in News
http://www.fintiger.com/india/
max-bupa-launches-get-helpinitiative-on-facebook-41.php
http://www.mxmindia.com/2013/06/maxbupa-signs-on-customers-via-facebook/

23. Thank You 
Visit us at www.iffort.com
For Business queries:
Daksh Sharma : +91-9891700977
Sunny Jindal : +91-9818745081