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Student Supporting Notes
• Insurance firms must deliver a personalized customer experience no matter how the customer chooses to
contact their carrier.
• As consumers the easiest contact method is the 800 number which gets the user into an VRU and we get
frustrated with inefficient voice response systems. On the carrier side, when they have multiple touches
with a customer before resolving the problem, they have productivity issues. Bottomline: if you give the
customer an unpleasant experience you don’t win loyalty points or the right to cross sell.
• Putting a solution in place that provides a one and done experience, aids customer service.
• The scenario shows a customer calling to make a policy change (into the service center) and opting out of the
phone tree to talk to an agent. To the right is showing the background processes building the customer
request and pulling in the customer’s profile, so that when he zero’s out, he is directed to an agent. By
combining the intelligence with presence the caller is directed to a CSR who greets him by name and can
provide the exact service he is looking for.
• At the end of the day, the customer has a good experience and CSR’s time is optimized enabling the service
center to help more customers without increasing staff.
