CRM-Led System Goes Live in Under Three Months
Key Highlights
- Galaxy Health Insurance partnered with Zoho to build and deploy an enterprise-grade distribution platform in under three months.
- The CRM-led system is designed around IRDAI-compliant insurance distribution processes.
- The platform covers agent and intermediary onboarding, tele-sales, customer support, grievance management and commission processing.
- Galaxy has built a network of more than 18,000 agents and 75 offices across eight states.
- The insurer has collected total premiums of ₹225.9 crore across FY25, FY26 and FY27 to date.
- Galaxy says it has nearly one million lives covered and a network of more than 10,000 empanelled hospitals.
- The platform enables onboarding of more than 250 agents per week.
- It supports more than 40,000 outbound tele-sales calls every month.
- Automated verification and approval workflows have reduced agent onboarding turnaround from weeks to days.
- The architecture integrates with TCS BaNCS and Galaxy’s OmniDocs document management system.
- Commission and incentive calculations across complex payout structures have been automated within the CRM framework.
- Galaxy plans to use the technology backbone to support its pan-India expansion and future digital acquisition channels.
Chennai, August 18: Galaxy Health Insurance Company Limited has partnered with Zoho to develop and deploy a scalable insurance distribution platform in under three months, helping the standalone health insurer accelerate operations while embedding regulatory and operational controls into its technology infrastructure.
The platform was developed in collaboration with Zoho’s Enterprise Business Solutions team and uses Zoho CRM as an orchestration layer across agent onboarding, tele-sales, customer support, grievance redressal and distribution management.
Galaxy said the system helped it move rapidly from regulatory approval towards large-scale operations while building a technology foundation designed to support future pan-India expansion.
From IRDAI licence to rapid expansion
Galaxy Health Insurance received its licence from the Insurance Regulatory and Development Authority of India in March 2024.
The company said the licence was secured in less than 52 days.
Since then, Galaxy has expanded to 75 offices across eight states, supported by more than 400 employees and a network exceeding 18,000 agents.
The insurer said it has collected total premiums of ₹225.9 crore, comprising ₹17 crore in FY25, ₹148 crore in FY26 and ₹61.23 crore in FY27 to date.
It currently offers 14 products, comprising 10 core products and four add-on covers, and has a network of more than 10,000 empanelled hospitals.
Galaxy also said its coverage has reached close to one million lives.
Complex insurance distribution brought onto CRM
Insurance distribution involves several regulatory and operational processes, including onboarding different categories of intermediaries, managing commissions, handling customer interactions and maintaining auditable records.
Galaxy and Zoho developed an automation-first system that places CRM at the centre of these processes.
The platform handles onboarding for categories including IC-38, POSP and composite agents while embedding required workflows into the operating process.
Role-based access controls, secure document management and end-to-end audit trails are designed to provide governance and traceability throughout the distribution lifecycle.
Customer support processes, including ticketing and grievance management, have also been incorporated into the architecture.
Agent onboarding cut from weeks to days
Field teams can use the CRM mobile application for real-time data capture and document uploads.
The system integrates with Galaxy’s OmniDocs document management platform to support secure document storage and audit traceability.
OTP-based verification, KYC checks and structured approval routing have been automated to reduce manual bottlenecks.
According to the companies, these processes have reduced agent onboarding turnaround from weeks to days and created a fully digital onboarding framework.
Galaxy said the system has also eliminated rework arising from missing documentation.
Integration with TCS BaNCS
The distribution platform integrates directly with Galaxy’s core policy administration system, TCS BaNCS, through APIs.
Once an agent receives regulatory approval, permanent agent identifiers can be generated and synchronised across relevant systems.
The integration connects onboarding information with policy issuance and financial attribution, helping ensure policies are mapped to the appropriate intermediaries for commission calculation and reporting.
Creating this connection is particularly important as the insurer scales its agent network across multiple markets.
Tele-sales integrated into same system
Galaxy has also brought tele-sales operations into the CRM architecture.
Zoho CRM has been integrated with a third-party predictive dialer to support real-time lead synchronisation, automated do-not-disturb filtering, IVR-based call handling and call disposition tracking.
Single sign-on capabilities provide sales teams with access to these functions through a unified workspace while allowing the company to track campaigns and lead progression.
The platform currently supports more than 40,000 outbound tele-sales calls per month.
Commission processing automated
Another significant component of the implementation is the use of Zoho CRM as a Distribution Management System.
Commission computation and incentive management have been incorporated directly into the platform.
The system handles multiple payout scenarios, including commission reversals within and beyond 30 days, portability cases, EMI-linked payouts and tax calculations.
This has allowed Galaxy to automate both regulator-mandated commissions and company-defined incentives without relying on manual reconciliation for routine processing.
More than 250 agents onboarded weekly
Since the platform went live, Galaxy has been able to onboard more than 250 agents per week, according to the companies.
At the same time, it has scaled tele-sales and automated commission processing without proportional increases in operational headcount.
For agents and sales teams, the system provides real-time performance visibility, attribution and greater transparency around payouts.
For the insurer, the architecture creates a common source of information across onboarding, sales, commissions and compliance reporting.
Built for pan-India expansion
Galaxy is now preparing to expand into web-based digital acquisition channels while growing its geographical presence across India.
The CRM architecture has been designed to accommodate thousands of users nationally without requiring fundamental structural changes as operations expand.
Galaxy Health Insurance CEO G. Srinivasan said the insurer needed a technology partner capable of combining rapid deployment with enterprise-scale infrastructure following receipt of its IRDAI licence.
Zoho CEO Mani Vembu said the collaboration demonstrates how compliance, automation and enterprise readiness can be incorporated into workflows from the beginning, allowing regulated organisations to scale without sacrificing operational control.
The implementation reflects a broader shift in India’s insurance industry towards technology architectures in which regulatory compliance, distribution management and automation are built into core systems rather than added as separate layers as companies expand.
