Mobility Platform for Insurers
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The document discusses the adoption of a mobile platform, Zapin, by insurers to enhance customer experience and streamline business processes in the insurance sector. By leveraging mobile technology, insurers can provide real-time services, improve operational efficiency, and enable instant policy issuance and claims management. The platform facilitates customer self-service and enhances communication between field agents and customers, which ultimately leads to reduced costs and improved customer satisfaction.
Mobility Platform for Insurers
- 1. Mobility Platform Se Servlf ic e for Insurers On-bo arding Redefining Customer Experiences Claim s Instant Policy The Requirement To keep pace with the ever increasing demand for Newgen's innovative Mobility Platform, for insurers, real-time customer service, shifting to mobility has ZapIn, combines our expertise in the areas of become inevitable for the insurance industry. In Imaging, Business Process Management and today's scenario, where real-time servicing of Enterprise Content Management with the new age customer requests 'on the fly' has become a norm, mobile technology, to offer customer service mobile technology seems ideally positioned to representatives, field executives, and consumers enable insurers gain a competitive advantage. anytime-anywhere access to services on their Mobile solutions enable faster and improved mobile devices. communications between customers, field agents, and the central processing office of the insurer. Adopting mobile technology can help insurers enhance customers' experiences, increase productivity, while keeping a check on costs, and Key Mobility Drivers mitigating operational risks. Ÿ Enhance customer experience Leveraging mobile technology across the core areas Ÿ Insatiable demand for real-time customer of the insurance value chain—from customer on- services boarding, policy issuance through claims Ÿ Reduce customer-facing business process settlement—insurers can achieve real benefits at cycle times affordable price points. Moreover, mobile solutions Ÿ Consumerization of smartphones/tablets have made customer-self service a reality, allowing Ÿ Differentiation and future revenue customers to access their policy information, locate agents, pay premiums and apply for claims over Ÿ Relationships are going mobile their mobile devices. SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT
- 2. Use Case Scenarios The key question an insurer needs to answer is not whether it should embrace mobile solutions but what are the usage scenarios where application of mobile technology can be most effective. Below are the four key use cases for application of a mobile solution in an insurance organization. Point of Sale Field-sales executives are the company's first point of contact with the customer. They need to be well equipped to conduct customer need analysis, educate potential customers, and influence their decision making, while delivering an unmatched customer experience. Moreover, capturing information first time right, at point of customer contact, and initiating its processing in real time is a challenge both in terms of time and cost. Insurers can use mobile technology to support their 'Point of Sale' through all the stages of the sales lifecycle from lead management, customer on- boarding, to policy servicing. ZapIn facilitates interactions between the field-sales staff, their offices, and their clients. It provides sales executives with necessary functionalities to accelerate the sales cycle and enhance their productivity: Ÿ Application login and tracking: Allows a field-sales Instant Policy Issuance executive to, capture high quality images of the Typically an insurer takes few days to few weeks to physical application forms and supporting issue a policy to a customer. The entire process documents along with the key metadata, and transfer comprises of several steps, including premium the information to the processing center in real time, calculation, document collection, issuance of payment to initiate instant processing for on-boarding; enables receipt and cover note (in case of motor insurance), tracking of application status exception handling, transfer of documents from Ÿ Lead Management: View assigned leads, search lead, branch office to the central processing center, schedule tasks, follow up, and view pending items, reference check, e-mail acknowledgement to the alerts and notifications customer, and finally issuance of policy document to Ÿ Customer need analysis: Depending on the customer. demographics, lifestyle, spend patterns and future ZapIn redefines customer experience by enabling needs this feature suggests the right products for a insurers to issue policies in a matter of few minutes. particular customer The solution enables customer service representatives Ÿ Sales toolkit: Latest product brochures, videos and to access real time information, policy quotes and other marketing material Ÿ Customer servicing and retention tools: Alerts/pop up reminders, customer query updates, grievance India ranks 5th in number of smartphone users, handling, reminders for key events like birthdays, and has shown one of the highest year-on-year wedding anniversary etc. growth rates (in smartphones). Ÿ MIS Reporting — KPCB's Mary Meeker Report, 2012 Ÿ Online training & development SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT
- 3. Increase Increased Reduced Reduced in Policies sold renewals & cost per customer referrals transaction service calls Reduced attrition Revenue Generation Focus Reduced Costs 3 Areas 2 Superior Customer Experiences Improved Operational Efficiency 4 Instant Better Efficient Reduced Policy self service case routing cycle time for issuance & tools and tracking on-boarding, servicing claims & Transparent servicing processes Fig: Key Benefits of Mobility new policy features, using their mobile phones or tablets. Further, the representative can capture Smartphone accounted for 51.63 percent of Web customer details, calculate premiums, collect payment usage in India, as of August 2012. details, and generate the policy instantly, which would — StatCounter simultaneously be e-mailed to the customer. Claims Management experience. By offering convenient self-service tools and communication capabilities through mobile Claims Management is arguably the most important devices, insurers can gain competitive advantage, process in the insurance value chain. To retain and while simplifying processes, and reducing acquire customers in an increasingly competitive administrative costs. insurance landscape, organizations need to focus on ZapIn, can be used for providing convenient making their customers' claims experience completely customer self-service tools, enabling customers to hassle-free. access their account details, keep track of payment dates, check status of service requests, and file claims The field executives, who support claims adjustment, online, using their mobile phones or tablets. For e.g., perform majority of their work while on the move. They in case a customer needs to file a motor insurance need to access claim information at field locations, claim, he/she can use ZapIn to capture a picture of while investigating claims and assessing damage. ZapIn, the damaged vehicle, record his/her statement in allows these executives to access necessary case details voice/text and send the claim intimation instantly. on their mobile devices, while enabling them to capture and upload to the claims management system, any relevant information related to the incident, such as photographs of the damage, in real time. Thus, the processing and settlement of claims becomes much faster. Newgen's implementation at ICICI Bank won the Asian BFSI Award, 2012 for “Best use of Mobile Technology Customer Self-Service in Financial Services” The rise in penetration of mobile devices, presents an opportunity for insurers to improve customers' SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT
- 4. ZapIn – Enterprise Mobility Platform Newgen's innovative Enterprise Mobility Platform, Key Features ZapIn, leverages Newgen's advanced imaging ! Advanced imaging capability to capture good capabilities to ensure high quality document images and minimal size. The captured data and quality document images documents/images are transferred to back-office via ! Image Quality Analysis and auto correction for a 3G/GPRS/EDGE data connection, in real time. common image issues like skew, darkness, noise Further, the solution ensures First-Time-Right by etc. enforcing business rules and logic so that all key ! Highly compressed images for faster transfer over information and documents are captured accurately mobile networks and the process gets initiated instantly. ZapIn is ! Can be easily integrated into existing mobile available both on mobile phones and tablets. solutions or can be used as stand-alone applications ZapIn is highly secure, as it encrypts all data stored ! End to End security including advanced access on device and also that gets transferred over the control, data encryption on device and digital network. Only registered mobile/tablet devices are signatures allowed to communicate with the ZapIn server, ! Available on Android/iOS ensuring safety and security of customer information. About Newgen • Leading Global Provider of Business Process Management (BPM), Enterprise Content Management (ECM) & Customer Communication Management (CCM) • 1000+ installations across 50 countries • Solutions for Banking, Insurance, Healthcare, BPO/SSCs, Telecom and Government • Credited with some of the world's largest implementations • Innovative culture, consistent R&D investments, 35 patents • Employee strength 1100+ • Certified for ISO 9001:2008, ISO 27001:2005 and CMMI Level3 OFFICES India Americas Europe, Middle East & Africas Asia Pacific Newgen Software Technologies Ltd. Newgen Software Inc. Newgen Software Technologies Ltd. Newgen Software Pte Ltd. A-6, Satsang Vihar Marg, 1364 Beverly Road, Suite 300 Off No: 314, Building No: 3 146 Robinson Road #03-00 Qutab Institutional Area, McLean, VA 22101 P O Box. 500297, Singapore 068909 New Delhi - 110 067 INDIA Tel: +1-703-749-2855 Dubai Internet City, Dubai, UAE Tel: +65 6221 8432 Tel: +91-11-4077 0100, Tel: +1-703-439-0703 Tel: +971 44541365 Fax: +65 6221 6923 +91-11-2696 3571, 2696 4733 Email: usa@newgensoft.com Fax: +971 44541364 Email: asiapac@newgensoft.com Fax: +91-11-2685 6936 For Sales Query: +1 (202) 800 7783 Email: emea@newgensoft.com For Sales Query: +65 3157 6189 Email: corpmktg@newgensoft.com For Sales Query: +44 (0) 2036 514805 For Sales Query: +91 11 40773769 +973-1-619-8002 Copyright © 2013 Newgen Software Technologies Limited. All rights reserved SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT