Insuring loyal and satisfied customers is the main challenge...

TELESOFT e-CRM enables insurance companies to manage the entire relationship cycle with the insured and the agents, handling, synchronizing and coordinating all actions carried out with customers from any interaction channel.

As many others, the insurance market knows that in order to grow, one of the most important points is to work with the appropriate technology and, above all, implement customer-focused quality strategies.

A successful implementation of CRM solutions is the core of these strategies application and it is an essential tool to know each one of your customers in order to achieve loyalty, customer retention and a lasting relationship with the insured.

Insurance companies need to develop two kinds of relationships: one with their representatives / agents and another with the insured / end customers.

Representatives / Agents: They constitute the on-site sales force. They relate to the insurance company as direct customers and their loyalty is important to win the market.

Offering personalized treatment to every agent is essential to build a solid relationship and a dynamic communication.

The main goals of this relationship are:
Help agents find the most attractive prospects.
Make their job easier by offering services based on technology to provide answers to standard problems and carry out solid sales strategies.
Have specialists available to assist them on functional and technical issues, customer management, information on policies and coverage quotations.

The Insured / Customers: End customers with whom insurance companies must build a stronger relationship every day in order to achieve retention and high participation.

The insured relate to their insurance company through multiple access channels according to their convenience or preference and they expect to receive clear and accurate information satisfying their enquiries in an effective and efficient manner.

The insured must receive the same information no matter what channel of communication they choose - web, e-mail, agent's personal attention- and, at the same time, the insurance company must keep a record of their complete contact history.

This will enable insurance companies to gather and analyze information on the insured profiles and conduct patterns with the aim of defining policies that will improve product profitability, prospect detection, customer retention and an increase in participation.

The key is to extend customers life cycle. This is achieved by improving customer service and offering a quick response to each of the customers' claims and concerns and also by strengthening communication so as to increase customers trust in their insurance company, whether it is home insurance, life insurance, auto insurance, etc.

There are several kinds of insurance:

• Proprietary Insurance: automobile, commercial and industrial comprehensive insurance, fire, all operating risks, transport, burglary.
  
• Personal Insurance: personal accidents, life insurance.
  
• Agricultural Insurance: hail, multi-risk, livestock.
  

With TELESOFT e-CRM insurance companies record each customer's history in a single database, enabling them to achieve a 360-degree view of their insured customers. All customers are unique even if they have several insurance coverages.

Main functionalities

ELESOFT e-CRM, with its products TELESOFT Sales, TELESOFT Customer Care, TELESOFT Market Research and TELESOFT Collections, has the functionality and technology to provide solutions in the different areas where CRM can be implemented in Insurance companies both in their relationship with agents and insured customers::

• Man" Management of Promotion Campaigns - Multi-Campaign scheme
  
• Recruitment of new insured (Referral scheme for new policies)
  
• Sales cycle generation through request workflows
  
• Insurance quotation softwares: detailed information on coverages calculating the value of each fee with the possibility of changing coverages according to each customer's needs.
  
• Response to queries, claims processing and referral, with Standard resolution times and workflow included
  
• Telephone assistance to agents / advisors
  
• Telephone assistance to the insured, customers, third parties and prospects
  
• Agents' schedules management: Generation and allocation of operations, calls and visits assigned by zip code
  
• Response to specific requirements
  
• Contact channel integration enabling your company to know the insured better
  
• On-line access for the insured to check the evolution of policy requests, pending claims and product news.
  
• Market Research
  
• Collection management administration
  

• Marketing: Campaigns, promotions, measuring of results, market research
  
• Sales: Insurance policy quotes, sales campaigns, business counseling to support and foster agents' on-site job
  
• Customer Care: Management of queries, claims, emergency services in case of losses
  
• Collection follow up with TELESOFT Collections
  
  

• Managing relationships with customers, which helps keeping a low-cost growth as relationships are strengthened and the life cycle is extended.
  
• Detecting situations or behaviors which enable to take corrective and/or preventive actions according to customers' needs.
  
• Turning into a proactive company, i.e. with all the information gathered about customers, the company gets ready to provide them with a better service when required.
  
• Customer segmentation / Purging and enrichment of the company's database.
  
• Categorization of claims and queries, which are automatically referred to the people in charge of solving them.
  
• Carrying out monitoring and follow up of all operations, obtaining reports and statistics of great value when making strategic decisions.