ResponseTek:CEM Benefits
- Identify at-risk customers and understand the root causes of dissatisfaction.
- Resolve customer issues on an individual basis by providing agents workflow and action management tools.
- Improve agent performance by providing continuous, real-time feedback and targeted training.
- Deflect inbound contact center activity and reduce operating costs by providing customers self-service options.
- Improve your brand and grow market share by focusing your entire organization on consistent delivery of customer experience excellence
Today’s leading insurers and brokerages have global reach, leveraging technology to deliver products that are often difficult to distinguish from one another. The differentiating factor? Service.
More than ever, the insurance industry is about quality experiences, whether it’s about the sale of a single policy, closing a book of business, or managing claims. It’s a highly competitive industry, and the customer experience drives future business.
ResponseTek:CEM is customer experience management software, helping you understand and close the gap between the promises you make to customers, and those that you deliver.
ResponseTek:CEM involves your customers in all aspects of your business, integrates their voices into your organization, and provides everyone in your business the tools needed to improve the customer experience.
Actionable Business Intelligence
An industry-leading, on-demand Customer Experience Management (CEM) software solution, ResponseTek:CEM addresses the specific needs of insurers and brokerages, generating real-time results for some of the world’s leading customer management organizations.
ResponseTek:CEM transforms the voice of your customer into actionable business intelligence.
Involve the customer
Whether through customer service, claims, or as part of your sales and renewal strategies, ResponseTek:CEM Listening Posts provide your customers the ability to tell you about the quality of their experience with your organization:
- At every transaction, including quotation, purchase, add-ons and extensions, and general services and support.
- At all customer touch points, including retail/in-branch, contact center, IVR, website, and email.
- At every stage of the customer lifecycle,from marketing and new policies, through claims and renewal.
Integrate the voice of the customer
Customer experiences flow into your organization continuously, and are shared using ResponseTek:CEM Dashboards and Analytics. The voice of the customer is now actionable business intelligence, a transformation process that is the result of:
- The right information, with roll-up operational scorecards for all levels of the organization, right down to the individual broker or adjuster, providing customer-driven intelligence on top issues and root causes of customer dissatisfaction.
- The right people, ensuring your agents and adjusters see the results of their performance on a daily basis, and are assigned accountability for resolving at-risk customers or unhappy claimants.
- The right time, allowing you to correct behaviors and identify training opportunities immediately, and continuously pursue excellence and consistency in service delivery to meet rolling performance goals.
Improve your business
When integrated with your customer service processes, customer insights generated by ResponseTek:CEM not only create a shared understanding of the value of customer advocacy on the business, they allow your agents and management to improve the customer experience across all levels of the business:
- People become customer-centric, with real-time alerts, action management and performance reports ensuring consistent, quality experiences are delivered to customers.
- Processes become customer-centric, with experience-based knowledge management tools deflecting inbound customer contact, reducing operating cost and driving quality of service delivery and efficiency.
- Products and services become customer-centric, with the voice of the customer informing business planning and prioritization, and driving overall brand performance in the consumer marketplace.
Find out more |
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Attend a web seminar, and find out why and how to operationalize CEM in the insurance organization |
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Download a case study, to learn about CEM best practices and ResponseTek:CEM success stories from industry leaders |
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Request a custom demonstration of ResponseTek:CEM for Insurance |
Contact Us
To see ResponseTek:CEM for Insurance in action, contact us at:
solutions@responsetek.com
Toll Free: (866) 484-2900
Local/Intl: (604) 484-2900
