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Insurers: Top Five Ways to Improve the Customer Experience: Part 1

James Allen
by James Allen
January 13, 2017
BPO Bulletin

This is the first of a two-part series spotlighting how insurers can improve their customer experience while simultaneously advancing the overall efficiency their business. The key is to leverage five practical steps that can help deliver a best-in-class experience to agents and policyholders. In this post I’ll include the first three steps, which include the following.

1. HARNESS THE POWER OF EFFECTIVE COMMUNICATION

Agents and policyholders lack visibility into their policies due to older, less efficient workflow processing technology. By delivering improved communication utilizing more advanced technology, users now have greater visibility into the workflow processes which can significantly reduce the amount of incoming customer service calls.

2. INCREASE SPEED IN INSURER PROCESSING

In order to remain competitive, insurers must improve turnaround times. By streamlining form data ingestion into the workflow by line of business, underwriters can receive the new application and quotes in their queue faster and in “good order.” In addition, streamlining workflows using process automation is a critical element of success. New technology tools enable straight-through data processing, which drives greater data accuracy, faster processing, enhanced information accessibility and reduced operational costs.

3. IMPROVE OVERALL QUALITY AND ACCURACY

With a need to “do it right the first time,” automation helps reduce human error and raise overall quality. By utilizing technology to identify information on incoming documents, insurers have the ability to quickly determine if the request submitted is in “good order” and then quickly route it into workflow.

In my next post I’ll focus on steps four and five. These include why insurers should consider streamlining their business with omnichannel enablement and the benefits of driving digital transformation through intelligent auto classification technology. In the meantime, feel free to visit the insurance services page on our corporate website for additional insights in the form of case histories, whitepapers, research reports and more.

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