Customer Service Workbench was created specifically for insurance professionals working in a customer service department. The user interface and the task flows were designed in close collaboration with customer service representatives, based on their work experience with existing products. The ultimate goal is to make their work tasks easier and more pleasant.
This release is the result of a Design Thinking approach, including interviews, prototyping and feedback from users in multiple countries and insurance companies as well as technical benefits from integration through our APIs, REST and ACE.
Customer Service Workbench works on top Tia Enterprise version 7.10 with coexistence with your ADF front-end and integrates seamlessly to enable customer service representatives to also manage tasks outside of customer service.
Customer Service Workbench users can search for the customers, searching on Tia Enterprise data.
If the customer was not found, the user can create a new customer in Customer Service Workbench. The customer details are stored in Tia Enterprise and can immediately be accessed from Customer Service Workbench as well as from the Tia Enterprise user interface. Any updates are immediately synchronized.
Clicking a link to a customer’s policy opens the Tia Enterprise user interface on a new tab with the same policy in focus. The user can now perform any policy management transactions and return to Customer Service Workbench when done.
Customer Service Workbench users can create and edit a household, including changing the household description and add and remove household members. Updated details and relations are synchronized with Tia Enterprise. With a household, or a single customer, in focus, related policies, claims and payments are displayed.
Customer Service Workbench users can view the list of active and historical invoices, refunds on premiums, and claim payments. Clicking one of these displays details about the invoice, refund or claim payment. All data updates in Customer Service Workbench are synchronized with Tia Enterprise and can be accessed in the Tia Enterprise user interface.
Customer Service Workbench users can change display colors as well as language for the texts shown in the user interface, the change happens on-the-fly. In this release two color themes, light and dark, are supported and two languages, English and Danish.
