By its very nature, insurance is a collaborative undertaking that relies upon a consistent flow of information. Customers, agents and claim adjusters are required to communicate with each other in order to maintain efficient management on the one hand, and provide effective service on the other.
Yet, while technological advances have made it easier for people to work together in other industries, most insurers have not taken full advantage of the potential inherent in enterprise collaboration. Even though P&C insurers have adopted new communication channels, employees are still left to their own device to find out how to make use of these channels.
In order to take advantage of these new communication technologies, insurers should adopt collaborative applications in the enterprise and embed them into core business processes. When social collaboration becomes part of the work flow, communication between teams improves, and it becomes easier to gather data for future analysis that will positively affect organizational processes as well as customer service.
If you subscribe to Best’s Review, read “Come On In” where I examine this topic in more detail.