COMPANY

Public Sector Insurance

COUNTRY

Australia

INDUSTRY

Public Sector

Know this Customer
PRODUCTS OR SERVICES

Self Service Portal

One of the largest insurance provider in Australia delivers world-class insurance and care services to the businesses, people and communities of NSW. They insure more than 250,000 NSW employers and their 3 million employees. They possess a net asset worth more than $30Billion.

The insurance company wanted to implement a service portal exclusive for the customers and brokers so that the they can interact via online for updating insurance policy, paying timely premium and other services to improve customer relationships.

Challenges

  • Track, manage and resolve policies and premium for employees and customer.
  • Ability to manage a policy via online by accessing to claims & policy data at one place.
  • Facilitate customers and brokers to pay premium online so that customers can pay premium quickly using net banking, credit card, debit card, bill pay along with various offline mode.
  • Ability to set up own policy by the brokers via online.
  • Leverage the existing CRM framework capability to integrate knowledge based web portal.

Solution

Create a self-service portal on the top of CRM platform to help insurance provider realize their project vision. Some of the features are -

  • A simple interface to buy and renew workers insurance policies online
  • Consolidated policy information in one place, ensuring transparency and accuracy
  • A portal through which customers can set up their own policy by the brokers
  • Access policy and billing information through our dedicated Customer Support Centre

Benefits

  • Empower brokers with unprecedented control over their policies and premium related decisions, service request resolution, solutions and other value added information
  • Significant increase in mutual trust with customers led to better customer advocacy and loyalty
  • Improved business revenue with an easy to use interface to buy and renew the insurance policies
  • Improve organizational effectiveness by enhancing the productivity of customers and brokers

Customer Success Stories

Self Service Portal improves Customer Engagement and service request resolution

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