Page 23 - CiscoPS15 BT_AUX_EcoSystem Template

Connected Claims: FCR Support Use Case

CHALLENGE BUSINESS IMPACT

New Field Claims Representative (FCR) needs support • New FCRs are able to “hit the street” earlier in on-boarding process
and access to SME resource while in the field at a • SMEs or Managers can provide support virtually
claims site • Accelerated claims processing with increased accuracy
• Enhanced customer experience
USE CASE SCENARIO

New FCR Has Question Analytics Determine Live Video Chat with SME SME Provides Interactive SME Can Conferences in
and Clicks to Connect Best Expert Based on Is Enabled with 2-way Support, Relevant Other Parties Via
With an SME or Manager Context and History Video Share, Co-browse, Documents and Web Voice/Video as Needed
While On-site of a Claim Document Share… Links to FCR
• Body Shop
FCR Shares Video and
Details of Claim with SME • Road Side Assistance
in Real-time
• Other

Streamlined Process
Drives Efficiency,
Accuracy and
Customer Experience