On-Demand Customer Communication Management (CCM)


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Newgen's solution for On-Demand Customer Communication Management (CCM)

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On-Demand Customer Communication Management (CCM)

  1. 1. Customer Communication Management ScreenCam <br />On-Demand Customer Communication<br /> for<br /> Car Insurance Policy Origination<br />
  2. 2. Process Demo for On-Demand CCM <br />Frontend (Customer View)<br />Backend( Service Provider)<br />
  3. 3. Customer lands on the company’s Insurance portal and clicks on the tab above to proceed further<br />
  4. 4. Customer is directed to this page to select from the options above<br />
  5. 5. Based on the customer type selected, corresponding drop down pops out<br />
  6. 6. Reference fileds for further correspondence<br />Reference fileds for further correspondence<br />On pressing the Proceed button a transaction is triggered in the OmniFlow at the backend which can only be viewed by the supervisor<br />
  7. 7. Process at the Backend<br />(Service Provider)<br />
  8. 8. End customer shall initiate the process on the web by entering the Insurance portal<br />Based on the information entered by the customer, a transaction is initiated in the Newgen’s automation solution OmniFlow at the backend<br />Calculations and premium quote generation is done by the rules management(BRMS) & output Management (O2MS)Solution within Newgen’s integrated CCM suite. <br />Process Modeler for Car Insurance- Origination process – On-Demand CCM <br />
  9. 9. Mail bearing the premium quote in the html format is triggered from the Omniflow for reference & future correspondence.<br />Incase the customer needs to buy the policy later , corresponding transactions remains in the prospect review stage in the OmniFlow for 90days<br />Incase the customer decides to buy the policy, makes payments online on the integrated payment framework.<br />On successful payments policy is issued along with a mail trigger and the case closure in the OmniFlow at the backend.<br />
  10. 10. This Newgen’s is web based OmniFlow log-in screen<br />
  11. 11. Supervisor logs in the Omniflow web desktop <br />
  12. 12. Transaction has been initiated in the quotation queue of the OmniFlow.<br />
  13. 13.
  14. 14. Based on the Plan type, City, Brand, Model etc. selected the template may vary accordingly.<br />
  15. 15. Dropdown selection for Brand and Model selection<br />
  16. 16. Prospect keys in minimum mandatory details in all the fields with validations<br />
  17. 17. Real time calculation of Premium and Quote Generation on the fly by Newgen’s Integrated Rule based & Output Management Solutions. <br />
  18. 18. Single statement template for multiple distributions<br />Enforcing Branding guidelines<br />Newgen’s On -Demand CCM solution presents the quotation via multiple distribution channels like html mail, auto generated pdf quote for customers reference.<br />Targeted promotions & offers<br />
  19. 19. Prospect has the option of save & buy the policy later or go ahead with the buying at the succeeding steps.<br />On tapping the save and buy later the system validates by providing a Ticket Number for reference<br />
  20. 20. Web Presentment of the reference quote as one of the multiple distribution channels , a part of Newgen’s CCM Solution<br />
  21. 21. After the review of the previous quote when the prospect agrees to buy the policy, enters the company’s Insurance portal again.<br />
  22. 22. Prospect selects in the visited user<br />
  23. 23. Prospect enters the unique details as filled earlier<br />
  24. 24. These unique details are the reference to the previous communication<br />
  25. 25. Information corresponding to the previous communications if fetched from the databases created at the backend.<br />
  26. 26. Customer can review the data entered in the fields during his previous engagement.<br />Necessary changes like change in the city, policy start date etc. can also be made on the fly.<br />
  27. 27. For the customer reference a fresh quote is generated as a pdf and an auto generated mail on the predefined template with necessary changes (if any) in premium amount, policy start date etc..<br />
  28. 28. When customer agrees to buy the policy presses this key <br />
  29. 29. Customer is routed to the payment screen which is integrated with the payment gateway.<br />
  30. 30. Customer enters his card details and proceeds further to buy the car insurance policy<br />
  31. 31. System Validates a popup to confirm for the buying of the insurance policy.<br />
  32. 32. Newgen’s Output Management System generates the final policy document over a fixed template and a mail is triggered to the customer for confirming the policy buy out.<br />Important information on the policy document<br />
  33. 33. Calculation data as per Newgen’s Rules Management Solution<br />
  34. 34. Definitions<br />Promotions and offers<br />
  35. 35. Important information regarding the policy .<br />
  36. 36. Final confirmation of the policy issuance along with the html mail and the pdf documents.<br />
  37. 37. The case is closed in the Omniflow on the policy buyout.<br />
  38. 38. Thank You<br />Newgen Software Technologies Ltd A-6, SatsangViharMargQutab Institutional AreaNew Delhi - 110067, IndiaTel: +91-11-26963571<br />Newgen Software Inc1364 Beverly Rd., Ste. 300McLean, VA 22101, USA <br /> Tel: +1 (703) 749-2855<br />