Multi-line personal and commercial carriers operate remarkably complex operations - hard and soft market cycles, multiple lines of business, products, providers, regulations, and of course relentless change.
This complexity can result in failure to adhere to policies and in inaccurate, inconsistent, and inefficient completion of processes. With all these problems, how can you improve your customer service and maintain or improve your combined ratios?
Insurance contact centers struggle with:
Poor first-call resolution rates
Large internal help desks to cope with escalations
Lack of CSR adherence to business processes
Inaccurate information provided to customers
Claims operations suffer from:
Excessive overpayment rates
Long claims settlement times
Non-compliance with DOI regulations
The P&C Insurance Solution:
Real-Time Guidance for CSRs and Claims Officers
SupportPoint addresses these issues by delivering real-time, actionable guidance in the context of the actual tasks that CSRs, claims officers, or outsourced insurance employees must perform and of their role within the organization.
SupportPoint provides all the process, policy, procedure, product, and systems help your employees and outsourcers need to complete their work efficiently and consistently. With SupportPoint, your employees get it right the first time, every time.
Contextually relevant — SupportPoint identifies where every call center, claims, billing, or enrollment employee is in their work. When they need assistance. SupportPoint provides the most relevant guidance for their role and for the task in which they are engaged.
Optimized for real-time support — Unlike intranets, SupportPoint is purpose-built for guidance through complex insurance policies, procedures, and systems. No hard-to-find, extraneous, or out-of-date information – just consistent, clear, step-by-step guidance presented in a way that supports the task at hand.
Implemented by the business, not by IT — Unlike Business Process Management (BPM) systems, which add a layer of automation or workflow on top of existing systems, SupportPoint helps your employees more effectively use the systems you already have. SupportPoint requires only a fraction of the IT resources, with typical implementation periods of only 3 months and payback periods of 3 – 6 months.
Expertise — The Panviva Professional Services team are expert in gathering, consolidating, and communicating the insurance policies and procedures to which employees must adhere.
