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BPO Bulletin

Insurers: Top Five Ways to Improve the Customer Experience: Part 2

by James Allen
January 17, 2017

This is the second in my 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 deliver a best-in-class experience to agents and policyholders. I detailed steps one through three in my previous post. Here I highlight steps four and five:


At its core, omnichannel is defined as a multichannel sales approach (from an insurance carrier) that provides the customer (an agent/insured) with an integrated experience. The customer might send forms online from a desktop or mobile device; by telephone, fax or via paper mail and the experience would be seamless. Omnichannel enablement provides a holistic view of customer data and interaction, which can lead to departmental improvements and lower operational costs. This enhances your customers’ experience by using a framework for updating the agent and policyholder and is an approach that can be applied to any incoming media as mentioned above.


By automating tasks that were previously labor intensive, sophisticated capture software can greatly reduce the time involved in manual document preparation and enhance the quality of scanned images. This can dramatically improve both the manual scanning productivity and the efficiency of the document capture process.

In addition to these tips, feel free to visit the insurance bpo services page of our corporate website for additional insights in the form of case histories, whitepapers, research reports and more.

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