Unify Insurance support and Customer experience with Dynamics 365 for Texas based Insurance company

CLIENT

Texas based Insurance firm

Challenge:

Support agents faced challenges in providing timely and quality service due to decentralised client data across various tabs and forms. To address this, agents resorted to using additional tools like Excel spreadsheets, notebooks, and sticky notes, increasing their workload. These efforts aimed to remember client requests, gather scheduling information, and consider factors preferences appointments, and coverage policies.

Efficiency

Dynamics 365 centralizes all necessary information and streamlines operations, enabling faster and more efficient response to client needs and regulatory requirements.

Automations

The web application automates data and process management for support agents, providing quick access to customer information and facilitating case management.

Omnichannel

Dynamics 365 allows seamless service delivery across multiple channels, empowering customers to interact through their preferred medium (email, website or partner channel).

Customer-centricity

With a 360-degree customer view, Dynamics 365 enables personalized and contextual engagement, ensuring first-class customer service across various departments like sales, service, marketing, finance, and more.

180% of customers information available for customer 360 degree view.

25x faster appointment scheduling per call.

35,000 completed cases in the first 6 months.

499% of cases resolved within predefined times.