Achieving Customer Engagement through Better Integration of Communication Channels

Transcription

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2 Achieving Customer Engagement through Better Integration of Communication Channels Session 374

3 Introductions Jennifer Wilson Solutions Marketing Manager, Interactive Intelligence Greg Castleman Sr. Vice President Claims, GAINSCO Insurance

4 Agenda The myths The carrier and customer transformation Customer engagement strategies Best practices and next steps Call to Action

5 Industry Myths Competition is only around price Comparable carriers are main competition Increased tech means increased resources Innovation is expensive

6 CUSTOMER SERVICE IS TRANSFORMING

7 What s Driving this? A change in policyholder expectations Source:

8 The Carrier Perspective Greg Castleman

9 About GAINSCO Auto Insurance GAINSCO Inc. is a property and casualty insurance holding company. Through our insurance brand, GAINSCO Auto Insurance, we concentrate our efforts on the personal automobile market, specializing in minimumlimits personal auto insurance. GAINSCO was established in 1978 as a Texas corporation and is based in Dallas, Texas, with a regional office in Miami. Our insurance operations are conducted through MGA Insurance Company, Inc., a Texas corporation.

10 GAINSCO Overview GAINSCO sells insurance policies only through independent partner agents who, like us, are driven to provide outstanding service and support. Our agent network includes locations in: Arizona Florida Georgia New Mexico Oklahoma South Carolina Texas Virginia

11 Market Forces Create the Need for Integration

12 HOW WE INTERFACE CHANNELS: Other Omni Channel Considerations: Primary Customers: Independent Agents Policyholders 3 rd Party Claimants Points of Engagement: Point of Sale Policy Service Claims Today Future QUALITY ASSURANCE ENHANCED QUALITY ASSURANCE REAL-TIME INTERVENTION Targeted Selection Calibrated Scoring Voice Analytics Supervisor Alerts

13 MEETING THE DEMAND

14 Multichannel is a Must Allow policyholders to provide and receive information in the way they prefer.

15 Integration is Key Core system integration to include: Administration system data sharing CSR and customer experience improvements Self-service for policyholders Customer awareness and credibility

16 Proactive vs. Reactive Proactive notifications in an effective manner Know the customer Have the right data

17 Keep the old, attract the new The transition of the customer insured to beneficiary Sensitivity of claims process The transition of sales in person to online Customer praise and complaints impacting new business

18 Word travels fast Source:

19 Call to Action Pinpoint challenges and expectations Survey customers and employees Evaluate options Formalize business cases and IT benefit Consult with IT and management Implement and maintain

20 Considerations The Voice of the Customer THEIR VOICE, THEIR CHOICE What channels do they prefer? What tasks should be completed through those channels? What are their expectations? Remember ask regularly!

21 QUESTIONS?

22 Please Complete the Session Evaluation Form on the Conference App