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Practical Use of Salesforce When Handling Claims

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How relevant is the impact of CLAIM HANDLING on the business?

Meeting with your customer prepared to DO some new BUSINESS with him, BUT customer waits for you with a CLAIM, he/ she filed some time ago, hasn‘t been resolved yet.

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Practical Use of Salesforce When Handling Claims

  1. 1. MARTINA ROMANOVÁ CRM Consultant, Anodius, a.s. Practical Use of Salesforce SFDC when handling Claims
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  3. 3. DOES IT SOUND FAMILIAR? You meet with your Customer prepared to DO some new BUSINESS with him, BUT customer waits for you with a complaint that his CLAIM, he filed some time ago, hasn‘t been resolved yet. You came to present a new product, but the Customer expected the product he claimed. 3
  4. 4. DOES IT SOUND FAMILIAR? You have no idea what he talks about, BUT you TAKE ACTION. The first thing you do is to CALL a colleague that handles the claim issues. But because it's not the only thing she does, this is what might happen: 4
  5. 5. THIS IS WHAT MIGHT HAPPEN: 5 c b a She answers the call, but unfortunately, you find out she has no evidence of the claim (customer probably sent it to the different warehouse) Your colleague doesn‘t answer because she is on the deserved lunch break You hear the line is busy and you hope she is not dealing with another „HAPPY“ customer and she will call you ASAP
  6. 6. OR THIS MIGHT HAPPEN: 6 g f e You learn that the claim was rejected although it was valid, luckily for you, the customer has not been informed Your colleague answers the call but sadly you hear that she is aware of the claim, she filled some excel table she was supposed to but did not have time to handle it at all, because she also has other stuff to do and she ends the phone call with some „warm“ words 😊 While waiting for the call to connect, you suddenly remember that the claim laid on your table and you sent it to the lab to check it, but you forgot to urge the result
  7. 7. HOW DO YOU REACT? 7 You assure your Customer it’s only a misunderstanding and it’s going to be resolved ASAP You’re thinking about compensation to make it up with your Customer You bite your tongue thinking to yourself it can’t go on like this – you need to sell not substitute the service You make a mental note in your head to revise the System of Claims & Returns A C B D ASSURANCE COMPENSATION SYSTEM REVISION SELF AGITATION
  8. 8. OR YOU REACT LIKE THIS: 8 You say to yourself that you need to prepare more thoroughly next time and you are not happy with the fact how much time it will take to get all the INFO You blame your colleagues and non-functional system, well it’s not your fault You tell your Customer that the claim did not go through because it had wrong invoice number put in and that they need to file it again E G F PREPARATION ALIBI FILE AGAIN
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  10. 10. BLEW UP 10
  11. 11. 11 BUT are you really the one to RESOLVE this? Your job is to sell, NOT to handle CLAIMS. CLAIM
  12. 12. 12 While you are still angry from the situation, use your energy to motivate yourself to change the system. Is there a way to do it DIFFERENTLY?
  13. 13. HOW WOULD IT LOOK LIKE IF YOU COULD USE Salesforce? 13 Even if you do not prepare yourself for the meeting in every aspect – you can get to all needed INFO directly from your mobile.
  14. 14. HOW WOULD IT LOOK LIKE IF YOU COULD USE Salesforce? 14 MOBILE APP
  15. 15. HOW WOULD IT LOOK LIKE IF YOU COULD USE Salesforce? 15 Customer filed the claim the way, and at the time it suited him without filling the DATA you have about him in your system.
  16. 16. HOW WOULD IT LOOK LIKE IF YOU COULD USE Salesforce? 16 WEB-TO-CASE, COMMUNITY, SOCIAL MEDIA, EMAIl-TO-CASE
  17. 17. HOW WOULD IT LOOK LIKE IF YOU COULD USE Salesforce? 17 Automation of the process ensured that the claim would not “go astray” that it reached the right people in the proper form and without delay.
  18. 18. HOW WOULD IT LOOK LIKE IF YOU COULD USE Salesforce? 18 CASE TEAMS, QUEUES, CASE ASSIGNMENT
  19. 19. HOW WOULD IT LOOK LIKE IF YOU COULD USE Salesforce? 19 You do not have to be afraid that the reaction to the claim will be late; the system will notify you.
  20. 20. HOW WOULD IT LOOK LIKE IF YOU COULD USE Salesforce? 20 NOTIFICATIONS – chat, email 30
  21. 21. HOW WOULD IT LOOK LIKE IF YOU COULD USE Salesforce? 21 You do not have to be the watchdog - the system will do it for you. With the pre-set conditions, it will escalate or reroute the case.
  22. 22. HOW WOULD IT LOOK LIKE IF YOU COULD USE Salesforce? 22 CASE ESCALATION, MILESTONES, RE-ROUTING
  23. 23. HOW WOULD IT LOOK LIKE IF YOU COULD USE Salesforce? 23 If the claim needs your approval, it will wait for you, for example, in your email box...
  24. 24. HOW WOULD IT LOOK LIKE IF YOU COULD USE Salesforce? 24 APPROVAL PROCESS
  25. 25. HOW WOULD IT LOOK LIKE IF YOU COULD USE Salesforce? 25 If the claim is closed before your meeting, you and your Customer will already know about it.
  26. 26. HOW WOULD IT LOOK LIKE IF YOU COULD USE Salesforce? 26 AUTO-RESPONSE
  27. 27. HOW WOULD IT LOOK LIKE IF YOU COULD USE Salesforce? 27 You can have ALL the info needed from the system on the go and after a few clicks.
  28. 28. HOW WOULD IT LOOK LIKE IF YOU COULD USE Salesforce? 28 CONSOLE 360°VIEW OF THE CUSTOMER
  29. 29. HOW WOULD IT LOOK LIKE IF YOU COULD USE Salesforce? 29 In case of a faulty product, the system will identify other Customers and automatically send the email with instructions for returns.
  30. 30. HOW WOULD IT LOOK LIKE IF YOU COULD USE Salesforce? 30 PROCESS BUILDER, MACROS
  31. 31. HOW WOULD IT LOOK LIKE IF YOU COULD USE Salesforce? 31 Based on the summary reports, you can find out, for example: 1. Your Customer had too many filed claims, so at the meeting, you can offer him compensation. 2. You can identify where the claims originated, who was responsible and use it to make changes.
  32. 32. HOW WOULD IT LOOK LIKE IF YOU COULD USE Salesforce? 32 REPORTS & DASHBOARDS
  33. 33. HOW WOULD IT LOOK LIKE IF YOU COULD USE Salesforce? 33 While resolving the claim, you build up database of solutions, that you can use next time, to be more effective, wiser, faster & have more time to do business .
  34. 34. HOW WOULD IT LOOK LIKE IF YOU COULD USE Salesforce? 34 KNOWLEDGE with articles
  35. 35. HOW WOULD IT LOOK LIKE IF YOU COULD USE Salesforce? 35 Thanks to resolving the claim, Customer regained the trust in Product and will recommend it to another company.
  36. 36. HOW WOULD IT LOOK LIKE IF YOU COULD USE Salesforce? 36 CASE TO LEAD OR OPPORTUNITY & GOOD CX
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  38. 38. 38  one of the standard applications in Salesforce SFDC  used to collect, organise, sort, assign, track, help to solve cases required from different sources  CASE as any type of request internal or external from existing or potential customer raised against you company (claim, complaint, requests, field service, call center, live agent...)  digitization and automation tool to reduce costs and increase efficiency  with Sales Cloud a great way to connect Servise people with Sales people and vice versa
  39. 39. 39 scalable 1 customizable 2 360 view of the CUSTOMER 3 intuitive user- friendly 4 connectable 5 WHY Salesforce?
  40. 40. 40 GET IN TOUCH Martina Romanova, CRM Konzultant

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