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Customer Service
Customer Service is one of the biggest challenges
of the insurance industry. Customers have become more
demanding, and as discerning consumers, will shop
around for the lowest premiums.
Excellent customer service is seen as the key to
increasing customer loyalty and reducing churn. Surveys
show that the cost of winning a new customer can be
at least 10 times higher than compared to retaining
a current customer. Therefore, ensuring customer satisfaction,
through excellent service, has become key to any insurance
business.
But what do your customers want? Ability to interact
online, speedy and accurate response, products tailored
to their needs? Probably all of these.
Investments in the right technology can provide a
huge ROI by improving service, increasing cross-selling
opportunities and building trust and loyalty.
InsuranceFaces can provide your business with the
key to improving your customer service.
Speed of Service
The InsuranceFaces system provides a single source
of information that can be accessed by all required
users - your call centre, brokers, service providers
and clients - dramatically reducing the delay in the
transfer of information from system to system or person
to person.
Through an intuitive workflow management system
all parties are notified when they are required to
take action and provides key management information
via measurement of each step throughout the claims
process. All interested parties can view the status
of a claim and who needs to process the next step,
reducing bottlenecks and misinformation.
While interacting with your client, your call centre
can easily navigate and access all information on
the client, including quotations, claims, insurance
products purchased and relationships, through tab
based screens. This allows a fast and intelligent
response and with access to IF document call centre
staff can immediately produce the necessary documentation
for the client.
The speed of data access and management also provides
the time for the call centre to up-sell or carry out
market research without any detriment to customer
service.
The flexibility of InsuranceFaces enables you to
configure the system to manage your products and processes.
The call centre can then manipulate the product at
quotation stage to meet the client's requirements.
And through an overview page the call centre or broker
can negotiate with the client and alter the quotation
amount as necessary.
Self Service
Through InsuranceFaces, self-service capabilities
can be developed on your web site which will enable
a client to check on the status of a claim, get a
quote or add and update their personal information
or beneficiaries.
This reduces your call centre's workload and provides
a service that your clients will view as a valuable
part of your service and product offering.
As consumers are becoming more web-savvy self-service
options are almost expected as part of the service,
however, although this can save you money and increase
customer satisfaction it does mean that you have less
control over your customer’s decisions.
IF Internet has been designed to offer a, state of
the art, online service. Through intuitive portal
style screens the client can easily access and update
their profile and during a quotation can view and
change entered information any time. By not using
a wizard style interface but allowing access direct
to the IF system the client not only gets a better
experience but also automatically updates the IF single
source of data.
Getting your online presence right is as important
as ensuring your call centre staff are as professional
and friendly as possible. IF Internet gives you that
capability ensuring that you maximise your web presence.
For more information on InsuranceFaces click
here
To read about how InsuranceFaces can help reduce
the cost of claims administration click
here
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