Optimizing Self-service in       Insurance      9th January 2013
Eliminate before automating  • Customers don’t want “service”. They want    products that work first time;  • 20-30% of co...
Process for optimizing self-service                                    Make it really easy                                ...
Steps to implement self-service  1. Introduce a “killer metric” e.g. Calls     abandoned, Average Speed of Answer     (mon...
Example: Insurance service contacts                                        Reason                               %         ...
Example: Insurance contact outcomes     Call resolution                          Reasons for Non-Resolution of Calls     A...
Example: Insurance value matrix                                            Simplify                12.9%    Leverage      ...
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Autoservicio 1.0

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Root cause analysis of customer service requests in the Insurance industry to radically cut costs while improving service levels

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Autoservicio 1.0

  1. 1. Optimizing Self-service in Insurance 9th January 2013
  2. 2. Eliminate before automating • Customers don’t want “service”. They want products that work first time; • 20-30% of contact centre work with customers is unnecessary, caused by different parts of the company itself; • Radically reducing “contacts per order” positions the company to provide service to other operators and achieve scale economies.Source: The Best Service is No Service
  3. 3. Process for optimizing self-service Make it really easy to contact your company Challenge customer demand for service Deliver great Own the service actions across experiences Eliminate Create Be the company dumb engaging self- proactive contacts service Listen and actSource: The Best Service is No Service
  4. 4. Steps to implement self-service 1. Introduce a “killer metric” e.g. Calls abandoned, Average Speed of Answer (monthly, daily), Grade of Service; 2. Re-classify customer contacts reasons 3. Change reporting 4. Assign executive responsibility 5. Change the management processSource: The Best Service is No Service
  5. 5. Example: Insurance service contacts Reason % I’d like to make a claim 34.0 What’s happening? 20.4 Top contact categories I need to update the claim 6.6 40 Can you explain? 6.0 35 What’s the procedure? 5.5 30 “Can you How do I claim? 5.4 explain” 25 Can you help me with my claim? 2.7 represents 20 29% of 15 Are repairs authorised? 2.2 contact 10 Can I pay my excess? 2.1 reasons 5 Have you received? 2.0 0 I have received 1.6 Why haven’t you paid me? 1.6 What is my excess? 1.5 Who is going to be my repairer? 1.3Source: The Best Service is No Service Has Policy Holder lodged a claim? 1.2
  6. 6. Example: Insurance contact outcomes Call resolution Reasons for Non-Resolution of Calls As a % of all calls (1159) 4080 3570 3060 25 64.5% of all non- 20 resolved work within50 management control 1540 1030 520 0 Claim awaits Claim awaits Action by Action by … Information not10 action by action by Claims entered member company Management0 No Yes Source: The Best Service is No Service
  7. 7. Example: Insurance value matrix Simplify 12.9% Leverage 4.0% • • High value Can you explain? What’s my excess? • How do I claim? • Not happy with repairs • Has PH lodged a claim? • Am I liable? Company perspective • You haven’t paid me • Why was my claim enough rejected/declined? Eliminate 30.1% Automate/Migrate 53.0% • What’s happening? • I’d like to make a claim Low value • Are repairs authorised? • I need to update claim • Have you received? • What’s the procedure? • I’ve received letter/SMS • Can you help my claim? • Why haven’t you paid? • Can I pay my excess? • What do I need to send? • Can I have details for? Low value High value Client perspectiveSource: The Best Service is No Service

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