Many of insurers’ efforts to improve their customer relationship management (CRM) have faltered or even backfired owing to the clash of multiple systems at the point of interaction. At the desktop level, where agents and customer service representatives leverage CRM capabilities in their customer interactions, insurers are hampered by an array of disparate, poorly integrated applications that result in inconsistent service, inefficient and confused customer response and suboptimal use of enterprise CRM capabilities. Insurers need to integrate desktop CRM functionality that affords them a comprehensive customer view that includes profile, interaction and transaction history. Those who achieve an integrated desktop will improve the efficiency and quality of their customer interactions; those who don’t face customer defection to new marketplace entrants, increasing system maintenance costs and eroding ease-of-doing-business with their distributors.
At this one-hour webcast…you will learn about:
- Improving the efficiency and productivity of agents, CSRs and underwriters
- Easing the release of new products to customers and prospects
- Reducing TCO of CRM assets
- Enhancing the user experience of agents and CSRs
- Introducing analytics to maximize customer value
Speakers:
- Anthony O’Donnell, Executive Editor, Insurance & Technology
- Ian Campos, Vice President, Cap Gemini
- Rob Tyrie, Vice President, Insurance Solutions, NexJ Systems
To view the webinar, please fill out the form below.