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Part four of our blog series is up now and discusses how to improve data collection and connections.
The path to successful customer engagement is a truly digital experience.
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CANBERRA – The Australian National University (ANU) and Intelledox, a global software provider focused on bringing digital transformation to everyday customer interactions across medium and large organisations, have announced a strategic agreement to commercialise a locally built, pre-travel approval process.
The agreement builds on the existing highly valuable and collaborative partnership and allows both to strengthen their positions as global leaders in education and digital transformation, respectively.
Since early 2015, the Digital Transformation Centre at ANU has been transforming the University’s service delivery through the reinvention and digitalisation of business processes. Beginning with improving the travel approval process for ANU, Intelledox Infiniti is now used to streamline and improve more than 36 processes including student administration, HR processes, event booking and management, parking infringements and notices.
Intelledox is excited to add the ANU Pre-Travel Approval Solution to its existing suite of travel approval services that remove the clunky and inefficient legacy paper and PDF processes that so many organisations still endure. ANU has seen financial, strategic and operational benefits with its travel approval process, which has connections to existing core financial and HR systems enabling straight through processing. The commercial agreement now allows Intelledox to deploy this solution in different ways including a fast and easy Travel Approval As-a-Service mode utilising Microsoft Azure.
This new solution will be offered globally by Intelledox with offices and partners in Asia, USA and Europe as well as each capital city across Australia.
Ray Kiley, CEO, Intelledox is excited that the funding to ANU will be used to resource ANU to further accelerate the University’s progress at maximizing its efficiency and effectiveness.
“I am delighted that we are forging stronger relationships so we can continue the work that the Digital Transformation Centre has delivered with such strong measurable results,” Mr. Kiley said.
ANU COO Chris Grange said the Digital Transformation Centre continued to deliver measurable efficiencies across the research and teaching spectrum at ANU and its constant innovation and transformation capabilities were an asset to the University.
“The ANU is focused on advancing learning and research that is supported through the efficiency and effectiveness of central administrative processes,” ANU COO Chris Grange said.
Today’s customers demand efficient and intuitive digital experiences and Intelledox delivers. Through its solution-ready Infiniti platform, Intelledox enables customer-focused businesses and governments to transform customer interactions into adaptive digital journeys, from acquisition to onboarding 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 190+ global customers and millions of users trust the Infiniti platform. Learn how Intelledox Infiniti uniquely combines next-generation forms, experience-driven workflow and on-demand, customer communications management at http://www.intelledox.com.
ANU is a world-leading university in Australia’s capital city, Canberra. Our location points to our unique history, ties to the Australian Government and special standing as a resource for the Australian people.
Our focus on research as an asset, and an approach to education, ensures our graduates are in demand the world-over for their abilities to understand, and apply vision and creativity to addressing complex contemporary challenges. http://www.anu.edu.au/
About the Pre-Travel Approval Solution:
The Pre-Travel Approval Solution is powered by Intelledox Infiniti, a low-code, solution ready platform. Intelledox’s Next-Gen eForms guide the traveller, based on policy based procedural rules, in completing the Pre-Travel Approval request. The system routes these applications to supervisors and delegates for approval. Travel Approval information is also pushed to systems of record and Finance and HR systems.
The Travel Approval process enables organizations to empower its travellers to create and track the progress of a submitted travel approval, and access previously completed forms which can be used as the basis for new requests. The solution is highly scalable and can be deployed in the cloud or on premise and has inbuilt reporting and analytics that provide insights to the organization to maximize efficiencies and effectiveness.
Monique Dorigo, Intelledox
Head of Global Marketing
Growing Global Player Intelledox Praised for Pioneering Approach to Workflow and Content Automation
DALLAS – A leading analyst firm has named Intelledox as an Innovator in its updated analysis of Digital Transaction Management (DTM) technology providers. The Aragon Research Globe™ for Digital Transaction Management evaluates 16 major providers in the DTM market, which is seeing rapid expansion as organizations attempt to move faster and eliminate paper-based processes.
With more than 15 million users across the globe, Intelledox is a leader in digital transformation solutions. The company’s low-code software platform, Infiniti, uses a data-driven approach to help organizations rapidly develop and deliver mobile-ready applications to simplify and improve customer acquisition, onboarding and service. Aragon further named Intelledox a Hot Vendor for DTM in 2016.
Even now at the start of 2018, less than 30 percent of all document processes are fully digital inside enterprises, according to the report. “The sheer volume of paper transactions that exist today, combined with the need for increased security and compliance, sustainability, and an improved customer experience, means that DTM is poised for growth,” the report says.
Intelledox empowers organizations to increase transaction speed by transforming how they collect and process information with next-generation forms and experience-driven workflow, along with on demand personalized communications.
The new report calls out Intelledox for its journey-based system, advanced analytics and partnership with DocuSign for digital signatures. “We expect others to follow suit with the Workflow and Content Automation journey approach that Intelledox has pioneered,” says Jim Lundy, CEO of Aragon Research.
“When you consider digital disruption, it’s easy to see customers want something different. And we’re passionate about helping enterprises reimagine their core front-office processes to build a real competitive advantage,” said Neal Keene, executive vice president of strategy. “We’re happy to gain this kind of recognition and believe it demonstrates Intelledox’s commitment to innovation and customer success.”
Join Us for Webinar with Digital Insurance February 22
Intelledox will be discussing DTM trends with Digital Insurance magazine in a webinar titled “Reinventing customer onramps: How to simplify digital engagement” scheduled for February 22 at 2:00 pm Eastern time. Register: http://link.intelledox.com/digins-feb22.
About Aragon Research
Aragon Research is the newest technology research and advisory firm. Aragon delivers high impact advisory, interactive research and consulting services to provide enterprises the insight they need to help them make better technology and strategy decisions. Aragon Research serves business and IT leaders and has a proven team of veteran analysts. For more information, visit http://www.aragonresearch.com.
Aragon Research Disclaimer: Aragon Research does not endorse vendors, or their products or services that are referenced in its research publications, and does not advise users to select those vendors that are rated the highest. Aragon Research publications consist of the opinions of Aragon Research and Advisory Services organization and should not be construed as statements of fact. Aragon Research provides its research publications and the information contained in them “AS IS,” without warranty of any kind.
Karen Oakland, Intelledox
+1 (888) 576 6428 ext. 700
Asia and Australia
Neville Braganza, Intelledox Pty Ltd.
+61 2 6280 6244
Digital disruption continues to redefine the traditional capital markets industry, putting increased pressure on wealth management companies to provide clients and financial advisors with seamless digital experiences across the customer lifecycle. By making interactions easier, faster, and more personalized, with support for online and mobile channels, financial services firms are aiming to elevate their brand and drive loyalty, while improving efficiency. Providing an easy onramp for digital transformation, Intelledox excels as a strategic partner to enable companies to reimagine the customer experience.
Read more at CIO Review
If you are responsible for business growth in a customer facing business, you are keenly aware that technology and digital are critical drivers to growing market share and creating true differentiation. You’re probably facing enormous pressure to “digitally transform” the enterprise and drive more customer engagement. Read on to find 3 ways to re-think your digital transformation
Normally, that starts with the assessment of your technology stacks to determine what needs rebuilding or upgrading. Long meetings with IT and task forces take place, and months later, you may have uncovered some good (albeit costly and lengthy) opportunities in the back-end to digitize business processes for improved customer experience.
But perhaps it’s better to first consider what customer engagement IS, in the context of your business.
In our recent eBook, “Rapid Digital Transformation in the Customer Focused Enterprise”, we address taking a true “outside-in” approach to leveraging digital to create real customer value. This means asking the right questions from the customer’s perspective. The first question to ask is, “What does my customer really need?”
On the surface, they are “changing an address” or “applying for a mortgage” or “filing a claim.” But that is a business “transactional” vantage point. From the customer’s perspective, they are getting married or divorced, recovering from an injury, changing jobs or planning a vacation.
Customers need you to understand their personal situation and that you will make every step of their journey as painless as possible. They need empathy. By taking this truly customer centric, “outside-in” view, you can now pinpoint exactly where and how digital can deliver empathy and provide real customer value in the process. And engagement may only be a part of the solution.
At the InsureTech Connect 2017 conference, we heard customer experience leaders and regulators discuss this very topic. Customer engagement is imperative and effective when done well. But engagement is often confused with “more communication”. In the spirit of better customer engagement, companies often create too many annoying touchpoints and overcommunicate, which leads to more friction and disengagement. Here are three ways to rethink your digital transformation to deliver real customer value and demonstrate empathy:
Rethink #1 – The front-end is a great starting point for digital transformation.
It’s literally your “front digital door” where you welcome your guests and make them feel at home. By improving the front-end experience, you can demonstrate empathy and understanding as customers begin their interactions with you. Ask yourself: “What data do we already have that the customer can simply verify, versus making them re-key what we already know?” And: “What information can we offer that can deliver an intelligent experience as they interact?”
By modernizing the experience first, you have a more direct (and faster) path to helping customers through their life event.
Rethink #2 – Remove the “frustration factor.”
CEB research found that “making it easy,” or reducing effort, goes further towards building satisfaction and loyalty than the conventional wisdom of “delighting and engaging” customers.
One way to quickly transform the front end is by streamlining inefficient processes to make it easier for users every step of the way. Breaks in the process of data and information collection create major friction for all parties involved. Improved experience driven workflow reduces those breaks and alleviates frustration.
By automating the collection and updating of information, pulling required data only from necessary stakeholders, the number and type of touchpoints are made exponentially more efficient and streamlined. Removing pain points like cumbersome paper and web forms, getting rid of manual processes, and making customer information intake truly personalized and flexible, is a major customer experience “win.” Identify the customer need first (remove friction) and use digital to improve the business processes that can deliver.
Rethink #3 –Create truly digital and adaptive customer interactions.
By using Intelledox Infiniti’s solution-ready, low code platform, you can rapidly digitize data collection and management at any point in the customer journey – from acquisition to onboarding to servicing. Customer inputs are now guided, intuitive and engaging experiences, based on their personal preference, device and location. You are literally their “helping hand” during their life event, at whatever stage they are in the process. From the first interaction to the last, they can use any device and receive the same helpful and consistent experience, knowing they can trust the information and your company to help them along the way.
Better front-end digital and mobile touchpoints will change the way your customers interact with your brand and enable you to demonstrate empathy while saving them time and effort. The best part? Intelledox Infiniti uses pre-built connectors that quickly integrate with current systems, extending your legacy investments for lower operational costs and improved operational efficiencies. No need for a costly rebuild of your entire back end systems.
You demonstrate quick wins for the company, and customers get a truly digital experience that adapts to their needs, removes friction and improves communications.
To learn more about how Intelledox can partner with you for rapid digital transformation, read our e- book overview.
Judging from the record-breaking crowd of more than 3,500 attending InsureTech Connect 2017, aka ITC, interest in digital innovation in insurance is at an all-time high, and not just from traditional players. Investors, tech companies like Intelledox, customer experience leaders, and even state insurance regulators mixed in sessions talking about the future of insurance.
As event sponsors, our team at Intelledox had the chance to meet with dozens of executives, all focused on identifying ways to use technology to improve their business. Here are just five things we learned from some amazing sessions, featuring executives from some of the largest insurance carriers in the world, as well as innovative new players.
Every carrier wants stronger customer relationships. However, more than one speaker noted that most of the time customers just want their insurance company to “get out of the way,” as suggested by Jamie Hale, CEO and co-founder of Ladder Life.
“Sometimes forcing interaction when customers don’t want it just drives them away. What they want is for us to help make decisions in real time, instantly and digitally,” Hale said in a panel discussing the future of insurance. “They want us to make dynamic changes to their policy coverage over time. We have to be focused on what the consumer wants versus pushing products on them.”
This sentiment was echoed by Adam Erlebacher, co-founder, and CEO of Fabric, a disruptor in the life insurance market, who spoke on a panel called Reimagining the Customer Journey: From Expectations to Engagement. “I’m not sure customer engagement is important,” he said. “Attempts to engage can be annoying. It’s about the ‘moments of truth.”
Geno Fernandez, chief underwriting officer of Zurich North America, explained that being present at those “moments of truth” is becoming a major focus for the carrier and how it thinks about using technology along the value chain.
Fernandez said Zurich measures customer satisfaction via Net Promoter Scores related to four interactions they know matter most to their customers – whether big or small:
“One of our top three goals is to make our technology a competitive advantage, and that’s about looking at these moments of truth for our clients,” Fernandez explained.
Hey insurance companies: Customers don’t want to buy your product. And they aren’t sure that product will be there when they need it. That lack of trust is a barrier, said Kyle Nakatsuji, founder and CEO of Clearcover, who spoke on a panel focused on the future of the insurance company.
“I think the insurance company of the future is willing to reinvent itself with empathy,” Nakatsuji said. “Real empathy, not just customer-centricity-corporate stuff. The Insurance company of the future is the one that will have a pragmatic acceptance of their role in people’s lives built on a foundation of empathy.”
Naveen Agarwal, chief customer officer at Prudential Financial, stressed that good customer experience is based on two core components: it must be both functional and evoke an emotional response.
With new technology, product development is happening now faster than ever before, according to Mariel Devesa, head of corporate development and innovation at Farmers Insurance. The carrier built a product to insure ridesharing in just three months – in the past it would have taken nine to 10 months.
“Speed to market is very critical. That’s where the digital insurer and technology come together,” added Guarav Garg, CEO of personal lines at AIG. “If you can take out the friction issues and costs, it reduces go-to-market time dramatically.” Empowering agents with digital tools – even for those working with high-touch clients such as wealth management – enables them to provide higher quality service, Garg stressed.
Underwriting is another area moving faster than ever. Here’s one of my favorite quotes from InsureTech, from Tammy Pascuzzi, strategy director at Principal Financial: “I am going to be bold: It would be great where we have ‘instant issue’ kinds of processes. We are on that path and the journey to offering a more omnichannel experience.”
Insurance companies used to have an advantage with proprietary tech systems, but those days are at an end, said Chris Longo, COO of Amtrust Financial Services. Insurers of all sizes now have access to technologies they didn’t 10 years ago. “It’s a gold rush,” Longo said. Several insurers, including Amtrust, said they created new innovation groups within their organizations to understand gaps and opportunities for improvement in digital technologies. Seems like a trend in carrier org structures.
Wrapping up InsureTech Connect: What’s next?
A common thread among attendees: forward-thinking insurers know their competition looks more like Amazon and Uber, not like traditional insurance. That’s why tech providers like Intelledox have emerged to help insurers rethink the customer experience across those moments of truth.
Despite the sad events just one night before in Las Vegas, it was exciting to feel the crowd energized by new ideas and strategies. If you attended ITC2017, I’d love to know your top takeaways. I can tell you we’re walking away with renewed enthusiasm and excitement for how Intelledox fits into this digital insurance ecosystem.
If you’d like to know more about how we help insurers, please click here or email me at Karen.email@example.com.
In 2014, ANU embarked on a challenge to enhance administrative services to better support teaching and research outcomes at the university. In just eight weeks, Intelledox Infiniti streamlined, standardized and digitalized ANU’s Travel Approval process into one simplified application. Intelledox helped the ANU improve user satisfaction and save millions of dollars in net benefits through the first phase of its digital transformation program.
Automating the first eight of 170 processes identified for digital transformation has resulted in savings of over $6 million. With another 162 projects still to be implemented, the benefits realization is huge.
Ahead of Higher Education Services Transformation 2016, ANU shares how the university built the business case for transformation using Intelledox Infiniti.
Click the link below to further learn about how ANU is: