Customer value has many faces. This goes beyond the balance between premiums and claims. A customer can be an ambassador and influence others. After all, we live in a review culture more than ever before. To know is to grow, we believe. If you understand the current situation, the changes, the relationships and the preferences of your customer, you can adapt your offerings to that. Did you know that research clearly shows that customers do like pro-active offerings from their insurer or broker? As long as they are personal, at the right time and relevant. There is your opportunity to grow.
Know Your Customer
Current CRM systems will enable you to gather all customer data in one place, aggregate the data and present 360° Visualization of the Customer Data. Through artificial enabled algorithms, the system can support your customer interaction in such a way that the system will present you with a communication script to use with your individual customer.
Next Best Action
A CRM System will not only guide you with an automatized script during your customer interactions, it will also enable suggestions like Next Best Action and propensity to buy decisions. These support script will enable you as trusted advisor to underpin your actions with arguments that are presented by the system to you and your customer. Not only the communication script will be personalized, also the pricing will be adapted to the customer situation and the requirements through Dynamic Scripting and Computer Modelling.
In the past the broker relied on Direct Contact and Relationship Management. Today’s customers want to be able to contact their broker any time any place possible: through email, phone, chatbot, platform etc
Opening a product needs to be a seamless experience, just a few clicks away. The customer would like to be able to look at his active policies when sitting at a swimming pool, comparing the price of different insurance providers. Filing a claim on the road when someone just hit his car with his car bumper. These are normal activities that should be dealt with in a straight through way.
If we zoom in on the claims handling, we believe brokers can play a vital role in this important moment of truth. You as a broker can lodge the claim with the insurer on the client's behalf, handling all communication so that the client can focus on other things. You as a broker are the expert and will ensure your clients get what they deserve at claim time. Traviata helps you to manage the process from FNOL (First Notification of Loss) until payment and customer satisfaction.