Last week we looked at the first of two opportunities for P&C insurers to add social collaboration capabilities to their business processes—innovative collaboration for contact centers. See that post here.
This week, we’ll look at the second opportunity—online and mobile collaboration.
Today, being online means using an array of devices, including tablets and smart phones. According to Vator News, the amount of time a person spent on mobile shopping applications increased 274 percent in 2012. In insurance, the race to build distinction through the online channel is aggressive—from mobile claims applications to quick online product quotes to small commercial digital capabilities.
More personalized and convenient services for customers
One large North American insurer, facing flat growth for the first time in its long history, decided to improve its customers’ experience by providing them with more personalized and convenient services. With Accenture’s help and a greater understanding of its customers’ needs and their desired methods of interactions, the insurer transformed its online and mobile presence, enabling greater customer self-service across the enterprise. The collaborative technologies supporting this transformation included:
- Browser sharing
- Video interactions
Insurers draw insights from user interactions
Online and mobile collaboration technologies offer customers direct access to insurance services, building user confidence in the brand and differentiating the insurer’s online and mobile experiences. Built on an integrated customer relationship management (CRM) system, successful approaches provide customers with a continuity of experience and insurers with an expanded view of customers, their products and their future needs. These types of collaborative solutions also help insurers draw insights from user interactions, enabling them to improve how they deliver their brand experience and build customer loyalty online.
To learn more, download Enhancing Collaboration from Carrier to Customer (PDF; opens in a new window).