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CRM for Life Insurers - Customer Service

CRM for Life Insurers provides Customer Service Management provides a flexible tools and capability to manage customer service provided to Life 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

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 Life Insurance. Each of the stages and steps can be tied up with workflow and dialogs that will help automate and streamline repetitive tasks.

Case and Incident Management

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.

Knowledge Base (“KB”) and Suggested Articles for faster case resolution

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.

Workflow and Dialogs

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 CSR
  • Neglected Cases
  • Most used knowledge base article

Customer Service Analytics

For more information or to schedule a demo email us at info@hitachisolutions.com