CRM for Insurers - Customer Service
CRM for Insurance provides Customer Service Management provides a flexible tools and capability to manage customer service provided to Insurance policy holders. The solution includes tools to help the Customer Service Representative (“CSR”) handle end to end customer service process from verification to providing case solution, escalation, queue and closing the cases. It provides easy access to policy and claims information to handle payments collection and claims effectively. Customer Service Managers can evaluate effectiveness and responsiveness of the CSRs as well as measure satisfaction of policy holders.
Case and Incident Management
Rich capability to manage cases for policies such as auto insurance, motor insurance, fire insurance. Cases can range from Request for payment information, policy questions, coverage questions, update contact information and handling dis-satisfaction with claims payout. The solution provides ability to handle cases coming in from different channels including phone, email and web.
Case details can record customer, problem type, all activity (phone calls, emails, tasks and action items), related insurance policy and related cases. Case resolution can be tracked to a target SLA based on the type of the case ((e.g. resolve auto insurance cases in 3 days and resolve fire insurance cases in 4 days) with ability to escalate case if case resolution takes longer than the target SLA
Case management comes with a Business Process Flow functionality consisting of stages that can have multiple steps. This stages and steps will guide the CSR in handling various problems, incidents and requests regarding their insurance policies. Each of the stages and steps can be tied up with workflow and dialogs that will help automate and streamline repetitive tasks.
CRM for Insurance provides the ability to recommend similar cases that can help with resolution. For example the screen shot below shows recommended cases for fund transfer, premium payment for a payment related case. This helps improve ability to resolve cases faster and improve customer satisfaction.
Knowledge Base (“KB”) and Suggested Articles for faster case resolution
Handle case resolution effectively with easy access to historical information using articles from Knowledge Base and articles to help with the resolution. Use Knowledge Base Articles in storing previous solutions and FAQ that easily can be email as an attachment to customers. Similar case also provide a quick access to resolved cases that are similar in nature that can assist CSR in providing immediate response to Life Insurance policy holders.
Workflow and Dialogs
Streamline all repetitive tasks using workflow and Dialog functionality. Creating process to automate the case assignment to a specific queue, send email notification to queue owner, create tasks when a case or phone call is created. Create CSR script using dialog to create a standard CSR process in handling calls and cases.
Customer Service Analytics
Customer Services Managers can manage customer service and support process with daily and periodical information from dashboards and reports. Drill down to more detailed information with various charts and lists from default and custom dashboards. Metrics include
- Resolved Case Satisfaction
- Cases by Priority
- Open Claims
- Cases by Origin
- Case resolution by Customer Service Representative
- Neglected Cases
- Most used knowledge base article
For more information or to schedule a demo email us at email@example.com