Delivering a Superior Customer Experience to Policyholders and Agents

If you’re competing in the global insurance or healthcare payor market today, you probably lack a single view of your policyholder across your business. You interact with them across multiple channels including call centers, online, and agents. You're dealing with servicing, claims issues, disputes, ratings changes, and offering multiple products and services from multiple business units. If this is the case, then what kind of customer experience are you delivering?

• Changing market dynamics. Providers today are struggling to deal with the bear market, declining operating incomes, increased payouts to policyholders, and rapidly declining investment gains. Finding new ways to manage costs and create growth opportunities is high on their agenda.
• How to manage costs and create growth? Today many of the leading insurance providers in property, casualty and life are overcoming contract apathy with new products and product extensions. They are innovating with new product bundles that provide up-sell/cross-sell opportunities for their policyholders. In healthcare, the move to consumer-driven control and choice is quickly gaining momentum among the base. For both insurance and healthcare, the market will reward carriers that create high-quality, low-cost services.
• Optimize the relationship. Begin to get control of the policyholder through strategies that take each customer into account. Reinforce your brand with only the offers or resolutions that make sense to them. See how Chordiant uses role-based desktops, guided processes, and service re-use across all channels to strengthen the customer relationship. Multi-channel integration, customer self-service, claim leakage detection and next best settlement offers are all realized through Chordiant’s decision-based patented technology.

DAK

Standard Life