Customer & Agent Centricity

Embrace digital insights and collaboration to encourage growth

Industries /Insurance /Customer & Agent Centricity

Communication That Brings People Together

Customer expectations and agent responsibilities have changed in the digital era. Customers prefer to take the lead, researching insurance products and services online, and agents must be responsive, answering questions quickly to secure opportunities. Because they define their own insurance buying experience, customers expect services that are tailored to their unique wants and needs. They also demand prompt digital interaction. Insurers that adopt a more customer- and agent-centric approach will drive business growth.

To capture this growth, you need to harness technologies that improve insights and engagement. We can help you streamline customer- and agent-centric digital channels to improve communication and identify both customer needs and potential risks. Automation and self-service digital technologies that are designed to enhance agent efficiencies and customer access can transform your entire value chain, from marketing through sales and from customer service through claims processing.

Key Benefits

Employ digital solutions for an immersive digital experience that builds loyalty and boosts revenue, and creates the experience your customers have come to expect.

Offering Details

Our content strategy and delivery services help you understand you`r audiences, so you can reach them with targeted content via the best channels at the right time. Industry-focused platforms and technology help you build the foundation to accurately integrate systems and data involved in content delivery, while proper targeting and distribution helps you connect your audience segments to the content most relevant to their needs during the customer journey via the right channels.

Management and governance aligns your content workflow, standards and authoring strategy to ensure successful consistent content delivery and continuous improvement helps you measure the effectiveness of your content with real-time analytics and content and channel optimisation. Sitecore and HP Exstream Centres of Excellence prove deep expertise around leading content management solutions. Next, we offer insight segmentation and analytics. Capitalise on opportunity by increasing revenue via cross-sell and up-sell opportunities,

reducing costs and improving customer satisfaction. Our omni-channel user experience delivery is all about flexibly reaching customers, policyholder and agents via any channel and delivering a consistently great user experience — with more value and targeted content to each individual at each touch point. Provide a first-rate user experience is one of the most effective means of retaining and cross-selling to existing customers, as well as acquiring new ones.

According to Gartner, by 2018, organisations that have fully invested in all types of online personalisation will outsell companies that have not by more than 30%. — May 2015