Deliver Superior Customer Service. Reduce Call Center and Back-Office Costs

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1 Customer Service Accelerator NAVIGATE MULTIPLE SYSTEMS QUICKLY AND EASILY

2 NAVIGATE MULTIPLE SYSTEMS QUICKLY AND EASILY Deliver Superior Customer Service Reduce Call Center and Back-Office Costs Enhance Relationships with Consolidated View of Customer Extend Self-Service to Producers and Policyholders over the Web Eliminate Errors Meet the Challenge to Improve Service While Lowering Costs Today s financial services customers demand seamless customer service that works with their busy schedules. They don t care about the complexity of your back-end systems they want immediate answers. Most insurers operate multiple policy administration systems that often support individual product lines, which means call center and back-office staff must access several systems to find the data they need. As insurance products and processes become more complex, are you struggling to deliver consistent, quality service? CSC s Customer Service Accelerator helps your company stand out in a competitive market. Customer Service Accelerator is comprehensive customer service automation that combines contact history and policy portfolio in a single view. It not only helps you provide superior levels of service, but also lowers your operational costs with: A common front end for call center and back-office processing Image, workflow and business process management (BPM) capabilities Policyholder and producer self-service Integration with multiple policy administration systems. Monitor Employee Performance

3 RESPOND INSTANTLY TO CUSTOMER REQUESTS Provide Immediate Assistance Across All Channels Customer Service Accelerator gives your customer service representatives (CSRs) and back-office employees immediate access to the information and contact history they need through a single source, avoiding delays and unnecessary transfers to other departments. With computer telephony integration (CTI), the system presents relevant customer information for incoming calls as they are answered. This instantaneous approach gives your representatives access to the complete relationship with the customer, allowing them to provide immediate assistance. Customer Service Accelerator helps you manage increasingly diverse communication channels for consistent service regardless of the method of contact. All interactions including s, phone calls, correspondence and interactive voice response (IVR) are centralized and displayed in a single view, making it easy to understand customer needs at any point of contact. Gain a Clearer Customer View with a Consolidated Database Customer Service Accelerator s contact database is a single source for relationship information located throughout your administration systems. Demographic information in the database gives CSRs insight into each customer s unique financial situation. The system also protects your customers privacy by maintaining details such as best contact times, authorizations and passwords. Leading Insurer and CSC s BPO Operations Simplify Customer Service Across Multiple Systems A large North American life insurance company needed to upgrade its systems after completing a major acquisition. Processing 1.7 million policies across multiple systems in several states, the insurer chose CSC s Customer Service Accelerator to give call center and back-office employees a common front end no matter what systems they access on the back end. Customer Service Accelerator is proven in large, complex processing environments. The system is used by CSC s global business process outsourcing (BPO) operations in the U.S., South Africa and India, supporting 3 million policies and consolidating information from four back-end systems. Customer Service Accelerator documents all changes made during customer contacts. In addition, your representatives can record comments anytime during a call and include wrap-up data about the call outcome and caller attitude. This detailed information is associated with the customer s file, retained and displayed in the contact history for a comprehensive view of the relationship.

4 REDUCE COMPLEXITY WITH A COMMON FRONT END Customer Service Portlet secure Web access to policyholder and producer self-service with familiar look and feel, personalization and live chat help Thin-Client Front End common interface to integrated systems with views for call center, back office and producers/ policyholders Business Process Management work management capabilities for multiple systems Ease of Integration industry standards and open architecture, facilitating integration with any administration system Simplify Call Center and Back-Office Tasks A major barrier to improving service is the need to train employees on multiple policy administration systems. In some cases, carriers maintain 20 or more administrative engines, each with its own point-to-point interfaces with other systems. Customer Service Accelerator provides a common front end, simplifying training and improving productivity. The browser-based, thin-client front end provides views to meet the needs of call center representatives and back-office processors and extends selfservice capabilities to producers and policyholders. A user interface masks the complexity of navigating multiple systems, letting you create a single process for business functions regardless of the back-end environment. This simplifies workflows by routing service requests based on business drivers not the limitations of administration systems or training. The software s call center view reduces call times and helps CSRs update policies and perform other business functions without handing off tasks to the back office. Computer telephony integration enables inbound and outbound call processing, screen pops and soft-phone capabilities. The back-office view helps processors assist customers immediately by including images of the customer request, process scripts and access to external information, such as customer service forms. Integrate Multiple Policy Systems Customer Service Accelerator s integration engine, based on ACORD industry standards, supports the data transformation and mapping of ACORD TXLife specifications to facilitate call center, back-office and self-service capabilities. Its open architecture supports any type of administration system, and includes pre-built adapters and mapping to CSC s CyberLife, VANTAGE-ONE and Wealth Management Accelerator.

5 GIVE YOUR CUSTOMERS MORE OPTIONS Provide a Self-Service Portal for Producers and Policyholders Customer Service Accelerator readily integrates with your Web portal to enable secure customer and policy transactions over the Internet. These self-service features inherit the look, feel and personalization properties of the portal in which they are displayed. If a policyholder or producer needs additional assistance, a live chat feature provides immediate aid. By offering an easy escalation point for personalized service, you can put the human touch into your self-service options and ensure your customers get the help they need. Operational Benefits Provide Live Chat and Personalized Web Services Distribute Work Automatically Based on Business Rules Simplify Training with Common, Easy-to-Use Front End Drive Efficiency and Reduce Errors with Business Process Management Unlike other systems, Customer Service Accelerator includes BPM capabilities that rapidly adjust workflows to meet your changing business dynamics. In addition to basic work management capabilities, such as scanning and imaging, work assignment and routing, and work prioritization, it allows you to manage activities with multiple systems. Customer Service Accelerator reduces dependence on paper files by providing electronic access to pertinent information from different media, including paper, fax and , and from multiple sources including customers and producers. Current and historical data are available immediately to call center representatives and back-office processors. Customer Service Accelerator supports end-to-end process modeling both within the organization and outside of the traditional enterprise. This allows real-time monitoring for more proactive management of the customer service workload. Integrated design and modeling tools give business users the flexibility to manage and adjust business processes as needed.

6 BREAK THE BARRIERS TO PROVIDING SUPERIOR SERVICE Technology Benefits Simplify Integration with Industry- Standard Approach Benefit from Advanced Reference Architecture Implement Full System or Individual Components Gain Insight into Employee Performance and Customer Trends To provide high-quality customer service, you must be able to monitor work status and the performance of CSRs and back-office processors. Customer Service Accelerator s reporting capabilities extend well beyond the features offered by traditional administration, workflow and telephony systems. Customer Service Accelerator provides comprehensive reports on productivity, processes and workflow, and customer and contract history. You can access reports by user, such as the number of calls and business requests handled by each employee, and by activity, such as number of activities by type and average processing time. You can also generate reports on customers based on criteria such as the number of total contacts or number of contacts by ZIP code. Customer and contact history reports can include demographics and a wide range of ad hoc capabilities. Surround and Extend Your Back-End Systems Customer Service Accelerator provides a unique technology solution that surrounds and extends existing back-end processing systems. CSC s Accelerator product family is built with the principles of CSC e4 SM, a proven, service-oriented architecture that enables, extends and evolves the enterprise. CSC e4 includes communications from Web technology, legacy systems and commercial software components by means of a BPM engine and the use of adapters to middleware services. Customer Service Accelerator s multi-tier architecture consists of a client/presentation tier for implementing the rich user interface delivery channel views, a BPM tier for business process choreography, a business services tier for access to business services and data, and a data services tier for access to enterprise application services and data. Raise Your Service Levels, Lower Your Costs Eliminate the internal issues that hamper insurers on the customer service front. Use Customer Service Accelerator to simplify your processes and speed your response time. You ll lower your operating costs and provide the superior service your customers demand. for more information about CSC s Customer Service Accelerator, call or send an to inforequests@csc.com.

7 CSC S FOCUS ON LIFE AND ANNUITIES REACH FOR NEW HEIGHTS IN PERFORMANCE AND FLEXIBILITY Application Software Product Development Work Management Risk Management and Business Analytics Litigation Management New Business and Underwriting Customer Service Policy Administration Claims Compensation Application Outsourcing and Services Implementations and Upgrades Conversions and Consolidations Development, Maintenance and Enhancements Testing and Quality Assurance User and Production Support Managed Hosting Performance Engineering and Optimization Business Process Outsourcing Active and Closed Block Administration New Product Launches and Start-Ups Single Function BPO Staff Augmentation Infrastructure Outsourcing and Services Desktop Virtualization Network Management Data Center Operations Voice and Communications Disaster Recovery Help Desk Services Security Services Business and Technical Consulting Enterprise Roadmap Customer and Business Performance Intelligence Enterprise Resource Planning (ERP) IT and Business Alignment Performance Engineering Application and Infrastructure Modernization

8 BUSINESS SOLUTIONS TECHNOLOGY OUTSOURCING Worldwide CSC Headquarters The Americas 3170 Fairview Park Drive Falls Church, Virginia United States Europe, Middle East, Africa Royal Pavilion Wellesley Road Aldershot, Hampshire GU11 1PZ United Kingdom +44(0) Australia 26 Talavera Road Macquarie Park, NSW 2113 Australia +61(0) Asia 139 Cecil Street #06-00 Cecil House Singapore Republic of Singapore About CSC The mission of CSC is to be a global leader in providing technology-enabled business solutions and services. With the broadest range of capabilities, CSC offers clients the solutions they need to manage complexity, focus on core businesses, collaborate with partners and clients, and improve operations. CSC makes a special point of understanding its clients and provides experts with real-world experience to work with them. CSC is vendor-independent, delivering solutions that best meet each client s unique requirements. For more than 45 years, clients in industries and governments worldwide have trusted CSC with their business process and information systems outsourcing, systems integration and consulting needs. The company trades on the New York Stock Exchange under the symbol CSC. About CSC in Financial Services CSC provides mission-critical business solutions, consulting and outsourcing services to leading financial services firms around the world. We bring more choices to the industry. We help clients plan for business and technology change. We create software, tools and processes to address specific business needs, and we continually enhance those solutions by collaborating with an extensive network of client communities and technology partners. Our global outsourcing operations give us real-world insight into business and IT processes that deliver the best results for our clients. More than 1,200 major banks, insurers, and investment management and securities firms rely on the experience, ingenuity and leadership of more than 10,000 CSC employees focused on financial services. Copyright 2009 Computer Sciences Corporation. All rights reserved. Printed in USA 98909e