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We’re still buzzing about the great conversations had at the Dig-In conference this month hosted by Digital Insurance magazine and its parent company SourceMedia. As sponsor of the Customer Experience track, Intelledox had the opportunity to introduce sessions from exciting innovators at insurance carriers such as Travelers, ProSight Specialty and Security First.
But we were most thrilled to work with our client Palomar Specialty Insurance to present a short Customer Communication Management (CCM) case study focused on policy production.
Our thanks again to Palomar CTO Britt Morries, who shared how he is leading his team to revamp and digitize highly complex, document-centric processes. Here are a few of the highlights and key points from the presentation we found really compelling.
Based in La Jolla, Calif., Palomar Specialty provides catastrophe insurance for personal and commercial property, and its products are often highly customized to meet client needs. Multiple forms and documents need to be created, from quotes and policies to correspondence and statements. Yet because of their complexity, policies could take days to assemble and deliver, with significant manual processes. These labor-intensive steps opened the door to errors, creating more work.
At the same time, the company’s executive team saw a host of new growth opportunities. Traditional carriers have exited the catastrophe market due to the high cost of recent natural disasters, providing an opening for Palomar. Meanwhile, new distribution channels have opened up, from online aggregators to agency integrations. The company’s legacy processes and systems couldn’t keep pace with this new demand.
In response, Palomar is now building a new streamlined, digital policy administration system, powered by integrated technologies including Pega, Intelledox, Microsoft SharePoint and DocuSign. Palomar is standardizing all of its document generation on the Intelledox Infiniti platform across quoting, purchasing and endorsements.
Integration with a rules engine is particularly important, Morries said, so the company can create decision trees and decision tables for policy underwriting. Intelledox pulls in the right data from these tables and then dynamically pre-fills and generates the documents needed (which can vary based on state or postal code). These documents are then automatically archived in SharePoint.
“We’ve been able to automate so many of our processes from just the submissions, to automating clearance, to automating underwriting, to being able to flag issues,” Morries explained. Policies can now be produced in sometimes less than an hour instead of those long days.
Morries prefers working with low-code platforms like Intelledox because they also helps speed IT development time. “The ability to write once, use it many times, so you build the integration with Intelledox, and then you can reuse that over and over,” he said. “There’s nothing more expensive than time.”
“There’s nothing more expensive than time.”Britt Morries, CTO, Palomar Specialty Insurance
Expected outcomes of this digital project include:
Palomar chose Intelledox after significant research and comparison of other CCM / digital document creation software platforms, Morries said.
“We have a bunch of partner companies that we work with, and then there are larger carriers that are friendly. We called around to them to find out what they were doing for document production, and they were doing awful, awful things … stuff that didn’t make any sense and technologies that were really old,” he explained. Intelledox was the clear winner.
Future plans include connecting documents with DocuSign for even faster completion of transactions. In addition, Palomar anticipates incorporating Intelledox next-generation forms in its residential business to simplify and bring digital to policy renewals, Morries said. “We can dynamically produce renewals and have the customer quickly accept and sign them, that’s the next thing to look at.”
Learn more about the Intelledox approach to on-demand CCM. If you’d like more information on how to build your business case, contact us to talk with our team about your unique needs.
For many large organizations, forms are a critical part of your business. But even if you’ve transitioned your forms online, chances are you are still operating from what we would call the “PDF paradigm.” So, let’s talk about why your “smart form” may not be that smart after all. If you have heard us say this before, that’s because this is Part 5 of a 5-part series. (You may read Parts 1-4 here).
In part 5, we focus on the speed of your forms processing. Online and mobile customers want to interact with you in real time, and that means they demand instant responses to the information they share with you. They are unwilling to wait for your back-office staff to manually process form data and respond later. When this happens, you can lose customers.
That’s why next-gen forms should drive the delivery of personalized communications or documents on demand, giving your customers the real-time information they need to complete their goal and move forward with their day. The end results are higher customer win rates and greater customer lifetime value.
According to a Salesforce survey, 64% of consumers expect companies to respond to them and interact in real time. Yet, many organizations still take forever to manually process forms data. Bogged down by hundreds or thousands of people processing customer requests, back-office operations make customers wait. And this is a business killer.
How do you know if your forms are delivering interactions that are unacceptably slow? Ask yourself the following questions:
If you answered “No” to any of these, then it’s likely you need to transform your digital forms environment and engage customers faster.
Next-gen forms can trigger automated workflows, including the generation of personalized documents as well as text messages and other digital communications. Their ability to leverage on-demand Customer Communications Management to generate real-time alerts and other tasks means you can flag urgent issues internally and involve the customer in real time – at the right time.
Using rules, conditions and pre-built connectors to bring in system data, next-gen forms can create dynamic questions to make conversations intuitive. Their drag-and-drop tools also free you from IT dependence. Now, business users can develop forms fast, without the need to know Java or other programming languages. With IT help in short supply, you gain business agility by developing your own flexible approaches to customer engagement.
Next-gen forms don’t just transform customer interactions. They also transform internal and external processes vital to employees and channel business partners, such as insurance brokers and financial advisors. Many organizations are looking for opportunities to reduce data entry and streamline interactions for their customer service representatives (CSRs) or other agency principals.
They also enable multiple parties involved in an interaction or project to engage with role-specific screens and questions tailored to each individual. Nobody has to manually combine the responses into a single document or system. This speeds transaction time and delivers an elevated experience to everyone involved.
This post on engagement and delivering a better personal experience discusses 1 of 5 key areas of forms transformation found in this new eBook we created based on our in-depth experience in helping businesses just like yours. The other areas addressed by the eBook include lessons to make your forms digital and mobile, minimize friction, eliminate disconnects and errors, and speed forms toward real-time process completion. Download your copy now!
Learn more about Intelledox Infiniti Next-Generation Forms capabilities here.
Data analytics is fast becoming a strategic differentiator. As organizations strive to improve the digital experience for their customers, I get really excited when I speak to clients and see how they are using insights driven by data to make changes to their existing processes and accessing alternative channel to deliver a better experience for customers. What is even more motivating is when we work with clients to not only improve the customer experience but in doing so we help them drive costs down and attract a new generation of customers.
In today’s market, many businesses are finding that customer loyalty can be impacted, and have a big effect on profitability. In our recently published eBook on how Forms are Killing Your Business, we quote Sophie Schmitt from Aite Group who states that Banks that fail to migrate paper-based on-boarding processes to web and mobile platforms will be left behind in their efforts to improve the client experience, reduce costs and meet regulatory requirements. In other words they risk being left for dead, they need to become a data-driven organization.
People are busy, so doing things quickly has become the norm; if something seems too hard then it’s likely they’ll look for an alternative or abandon the process rather than persevere – and that includes providing businesses with their data.
Customers complete forms all the time – when they obtain insurance quotes, when they apply for a home loan or when they register for a course at university. It’s is an essential part of business operations, and a pre-requisite for the provision of many products or services. This experience needs to be simple, compelling for the customer, and needs to be as automated from end to end for the organization, reducing costs and improving the experience.
At Intelledox, we’re seeing that organizations are increasingly aiming to operationalize their insights; that is, use their insights to improve the customer experience and thus increase revenue for the business and drive customer loyalty.
Abandoned forms are commonplace when customers are challenged with poorly worded questions, or the user experience on their device is poor. Often they need to go and find supplementary information – such as driver license details, or passport numbers – part way through the process adding complexity to the process. As such, we’re observing a growing trend for organizations to tap into the capabilities of our Infiniti platform to extract data-led insights that provide some indication as to why.
The amount of time customers spend on each question could indicate how easy it is to understand; the digital platform or the device they use to complete the form could show the way they prefer to interact with you; and if many customers are abandoning forms at the same place then this could be a major cause for concern.
In a competitive environment, you increasingly need to collect vast amounts of data and use it in an intelligent way to retain or improve their standing in the market. So understanding the customer barriers to providing this data is imperative. Ultimately, customers are seeking a logical and straightforward experience that benefits them.
Data is fast becoming a differentiator in business and, analyzed properly, can deliver valuable insights that tell you what the customer wants. This knowledge enables you to make the most appropriate changes; ones that will really deliver the right outcomes for your business.
Digital software solutions provider Intelledox has enhanced its Infiniti platform to make it easier for organisations to understand the customer mindset during completion of online forms.
The platform’s analytics capability was upgraded in response to a growing demand for data-generated insights that can help organisations improve the experience for their customers.
The advanced software allows organisations to become more customer focused by understanding the way users interact with forms digitally. Infiniti can generate insights into the type of device that customers use to complete the forms (such as a mobile phone); the time they spend on particular questions; and the point at which they exit the process.
“The problem of abandoned forms is actually fairly common especially on a mobile device and can happen when the customer suddenly decides the process has become too hard. Perhaps they don’t have the required information to hand, or they don’t fully understand the question,” says Intelledox Co-Founder and Head of Innovation, Phillip Williamson. A large global insurance company estimates that 30% of applications are abandoned by the customer during the processing stage. “That’s a lot of business left on the table” states Phillip.
He said, “Getting your customer experience perfected on a mobile device can increase complete rates significantly which can go straight to the bottom line. Younger generations who have an increasing size of wallet will now often only transact on a mobile device. Knowing what device is used by whom and when and how they behave can be the difference between wowing a customer or frustrating them. Being able to respond instantly to these insights is even more valuable.”
“Historically, organisations would miss these opportunities to discover why people were abandoning their forms, because they didn’t have the technological capability to do so. Intelledox Infiniti can generate the required analytics to help our clients determine why, how and when people fail to complete online forms, and then apply these insights to streamline the user experience.”
The latest version of Intelledox Infiniti features a new dashboard interface that can present organisations with a graphical representation of their customer data. The dashboard can be tailored to the requirements of each client in real time.
According to Williamson, the importance of data analytics reflects a growing trend for organisations to invest in improving their customer value proposition. Data-generated insights enable organisations to make more accurate decisions in terms of the products and services they offer, increase their speed to market and drive profitability.
He said, “People are increasingly interacting with their service providers via digital channels, and this includes completing forms online. Customers have an expectation for streamlined and intuitive processes, so it’s important for businesses to get this right at the outset.”
“Intelledox Infiniti delivers a far superior experience from the end user perspective, and exemplifies how data and analytics can benefit both the business and the customer in a timely and straightforward fashion. It can change the form completion process from a laborious task to a positive experience, and in doing so help organisations to win and retain customers.”
For further information, contact Head of Global Marketing,
Intelledox Monique Dorigo + 61 423 567 138
The Intelledox platform is used by many of the world’s leading companies and government organizations to transform outdated forms and processes into intelligent, customer-centric experiences. Through its easy-to-use and solution-ready platform organizations can implement adaptive digital journeys, from acquisition to on-boarding to service. With North American Headquarters located in Dallas Texas, Intelledox has offices in New York, Singapore, Sydney and Global Headquarters in Canberra Australia. More than 200 global customers and millions of users trust the Intelledox platform.