BDMA Conference 2019

2. Mike Farley – Divisional Director, Woodgate and Clark
ENSURING EXCELLENT CUSTOMER SERVICE
DELIVERY IN THE DIGITAL WORLD
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3. “The customer is at the centre of everything we do”
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4. AI
E-portal
Digital
Blockchain
Apps
Driverless cars
Drones
THE LATEST CRAZE…
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5. The two most important drivers:
• Speed
• Relationships
SERVICE SATISFACTION
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6. EVERYDAY REQUIREMENTS
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7. Visibility
Consistency
Clarity
Explanation
Communication
EVERYDAY REQUIREMENTS
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8. Give the customer the choice
• Phone
• Text
• Portal
• Email
• Letter
COMMUNICATION
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9. Leader – Loss Adjuster or Claims Handler
Requires clear direction
Consideration of the bigger picture:
• BER – beyond economical repair
• Adequacy of the sums insured
• BI – business interruption
• Salvage
PROJECT MANAGEMENT
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10. Manage Expectations
Cost Control
Work in partnership
PROJECT MANAGEMENT
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11. Mike Farley – Divisional Director, Woodgate and Clark
THANKS!
ENSURING EXCELLENT CUSTOMER SERVICE
DELIVERY IN THE DIGITAL WORLD
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