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Breaking Language Barriers: HDFC Ergo's Digital Transformation Success Story with Process9
HDFC Ergo
Website Localization
About Our Client: HDFC Ergo
Founded in 2002, HDFC ERGO General Insurance Company Limited is a joint venture between HDFC Ltd. and ERGO International AG, the primary entity of Munich Re Group. HDFC Ergo is the 4th largest General Insurer in India with a Market Share of 5.1% and the second largest Private General Insurer.
HDFC Ergo issued 12.2 million Insurance Policies and serviced 5.8 million claims in FY23. The company operates across 200+ branches in 170 cities across the nation and maintains a robust network of 15,000+ Cashless Healthcare providers and 12,200+ Cashless Motor Garages.
As a pioneer in the insurance sector, HDFC Ergo has consistently been at the forefront of innovation, always seeking new ways to expand their reach and serve customers better – making insurance easily accessible to all segments of society. The company boasts some of the highest claim approval and disbursal rates in the industry, serving as a testament to their unwavering customer-centric approach.
Why HDFC Ergo Zeroed-in On MoxVeda As Their Localization Solution
Being a pioneer in the Indian insurance space, HDFC Ergo had specific needs that could not be met by traditional methods:
- Break Through Traditional Localization Barriers: HDFC Ergo had never attempted website localization before due to the complexity of their digital ecosystem. Their website comprised over 400+ pages with highly dynamic content, complex user journeys, and real-time functionality that traditional localization methods simply couldn’t handle with the required speed, scalability, and operational ease.
- Capture the Multilingual Market: As India’s leading general insurance company, HDFC Ergo recognized the immense opportunity to serve customers in their preferred languages. They needed to localize strategically into languages based on their popularity across the country and alignment with their target user base.
- Maintain Operational Simplicity: With such a vast and complex digital ecosystem, HDFC Ergo needed a solution that wouldn’t create additional operational overhead for their team while delivering seamless multilingual experiences across all customer touchpoints.
- Pioneer Customer-Centric Innovation: True to their reputation as an early adopter and first mover, HDFC Ergo wanted to be among the first in the insurance sector to embrace multilingual digital transformation at a meaningful scale. The urgency was driven by their commitment to significantly enhance ease of use, improve transparency, and build deeper trust with customers across India’s diverse linguistic landscape.
Process9’s Innovative Solution for HDFC Ergo
To address these critical challenges and strengthen their market leadership, HDFC Ergo partnered with Process9 to leverage their MoxVeda solution for comprehensive website localization. The strategic implementation approach included:
- Comprehensive Website Localization: Using MoxVeda, HDFC Ergo’s entire digital ecosystem was transformed to support multiple Indian languages, ensuring customers could access insurance services in their preferred language with complete functionality preservation.
- Complete Customer Journey Translation: The localization encompassed all critical user paths including insurance purchase journeys, policy renewal processes, insurance calculators, and educational blog content – creating a truly end-to-end multilingual experience.
- Seamless Technical Integration: MoxVeda successfully handled all the complexities of HDFC Ergo’s dynamic website architecture – from the 400+ pages and complex user journeys to real-time calculators and blog content – without requiring any changes to their existing backend systems or creating additional management overhead.
- Multilingual SEO: MoxVeda also seamlessly handled the SEO in all the translated languages, without any additional intervention required from the HDFC Ergo team. All this, while they still hold control to monitor and modify keywords based on their campaigns and strategies.
Visible Results: MoxVeda’s Impact on HDFC Ergo’s Growth
Exponential Digital Growth: The multilingual implementation delivered significant improvements in website traffic and user engagement metrics, validating the strategic decision to prioritize language accessibility.
Enhanced Search Visibility: HDFC Ergo achieved substantially better SEO performance for regional language keywords, driving increased organic traffic and improving their digital presence across India’s linguistic markets.
Operational Excellence: Today, HDFC Ergo technically operates 8 different websites (one for each language), but their team only needs to manage the English version. MoxVeda and Process9 seamlessly and dynamically handle all other language versions, eliminating operational complexity while maximizing market reach.
Proven Success Through Expansion: The most compelling evidence of success has been HDFC Ergo’s continuous expansion – growing from the initial 3 languages to 5, and then to 7 languages, based purely on the positive customer response and business impact observed at each stage.
Future-Ready Platform: Encouraged by the outstanding results, HDFC Ergo is now adding more transaction journeys to their multilingual platform, confident that their enhanced user experience will continue to drive growth across India’s diverse linguistic landscape.
Process9 specializes in multilingual transformation of digital enterprises like Tata 1mg. Our proven track record of 130+ successful implementations demonstrates why leading companies choose Process9 as their trusted localization partner.
Ready to achieve similar success like Tata 1mg? Reach out to Process9 today to discover how we can enable 360-degree localization for all your internal and external digital communication channels.
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