THE CHALLENGE

Outdated Processes:
Old Mutual's traditional insurance application journey was lengthy and inconvenient, turning away digitally-savvy customers.
Payment Friction:
Secure, integrated payment solutions were lacking, leading to incomplete transactions.
Underperforming Lead Generation:
Difficulty tracking and nurturing leads for policies like Ekyire As3m, Travel Insurance, and more.
Low Engagement Channels:
No scalable, automated way to interact with a growing customer base, resulting in missed opportunities.

Our Approach: Mobile-First & AI-Driven

1. USSD Platform Development

  • Intuitive, Mobile-First Design: Created interactive USSD flows that let customers navigate policy information and applications on any mobile device.
  • Seamless Payment Integration( Using Hubtel API):  Hubtel’s secure API, reducing failed payments by over 30%.
  • Lead Generation Journeys: Collected real-time data for follow-up, boosting lead conversion rates by an estimated 40%
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2. WhatsApp Chatbot Development

  • Conversational AI: Built on Gupshup, the chatbot offers human-like interactions for Ekyire As3m and Travel Insurance queries.
  • Efficient Policy ApplicationsGuided steps for new policy sign-ups, reducing average application time by 40%.
  • Instant Payment Prompts: Connected to Old Mutual’s APIs, customers receive secure payment links without leaving WhatsApp.
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What

A fully integrated USSD and WhatsApp Chat ecosystem, tailored to Old Mutual's backend APIs and mobile payment gateways

When

Phased implementation across six months, finalized in early 2025, allowing extensive user acceptance testing and staff training.

How We Made It Happen

Where

Primarily designed for Old Mutual’s customer base in Ghana, leveraging highly adopted mobile channels and WhatsApp’s wide user penetration

Who

A collaborative effort between TeamAlfy (led by Engagement Director Alfy Opare Saforo) and Old Mutual’s team—key roles include Project Manager Esther Ofori and QA Lead Anne-Marie Dumenu.

How

  • Discovery & Planning: Mapped pain points and designed user flows for both USSD and WhatsApp.
  • Development & Integration: Implemented secure APIs with Old Mutual’s systems and Hubtel/Gupshup platforms.
  • Testing & Optimization: Conducted usability tests, feedback loops, and code optimizations.
  • Deployment & Training: Launched both solutions and delivered hands-on training to Old Mutual staff.

RESULTS AND IMPACT

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95% Enhanced Accessibility

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  • Customers can now apply for policies or make payments from any mobile phone or WhatsApp-enabled device.

30% Increase in Policy Applications

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  • Streamlined digital solutions attracted more prospects who completed the application process.

40% Faster Application Time

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  • Automation and intuitive flows reduced human errors and back-and-forth delays.

40% Boost in Lead Conversion

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  • Targeted lead capture journeys effectively nurtured and converted users.

TESTIMONIALS

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Esther Ofori

Project Manager, Old Mutual

TeamAlfy’s solutions were a turning point. Their USSD and WhatsApp implementations drastically simplified how our clients engage with us.

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Anne-Marie Dumenu

Quality Assurance Lead, Old Mutual

From QA to final launch, TeamAlfy’s approach was seamless. The chatbot’s conversational flows have elevated our customer satisfaction rates

Ready to Transform Your Insurance Services?

Request a Demo and discover how TeamAlfy’s mobile-first, AI-driven solutions can revolutionize your customer engagement and boost your operational efficiency.

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Frequently Asked Questions

The rollout was done in phases over six months, incorporating thorough testing and staff training.

We integrated Old Mutual’s backend systems with Hubtel for payments and Gupshup for the WhatsApp chatbot.

Absolutely. Our approach is highly adaptable to any sector needing mobile-first, AI-powered customer engagement.

The proposal generator uses a pay-as-you-go system. This means you only pay for the proposals you create, ensuring fair pricing that reflects your usage.

Conclusion

By focusing on digital transformation, mobile-first approaches, and AI-driven customer engagement, this Old Mutual case study illustrates how strategic USSD and WhatsApp chatbot solutions can increase policy sales, improve customer satisfaction, and reduce operational bottlenecks. Backed by robust integrations and real-world results, TeamAlfy stands ready to deliver innovative, scalable solutions tailored to your organization.

Ready to see results like Old Mutual? Contact TeamAlfy and let’s revolutionize your customer experience together.

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