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