Tia Customer Service is a front office call-centre function. It is also a direct way to happier insurance customers and more successful upselling. ‘Customer Service Representative’ might well be one way of describing the guy who picks up the phone when a customer calls her insurance company. But more importantly: He’s what makes her either love or hate her insurance company – and therefore a vital part of any insurer’s ambition to ensure great customer journeys. We’ve analysed the core tasks that customer service employees perform and built that knowledge into a one-screen solution which offers new and improved customer overviews and flows. Now, customer-facing employees can do more in less time, because they know more about the person at the other end of the line.
The world is going digital, but customer service personnel often handle first notice of loss. Handling claims filing efficiently on the spot and knowing the exact status of ongoing cases create loyal customers.
The solution gives the insurance employee working in customer service the opportunity to change the content of policies on the spot based on the answers the customer provides. The improved overview is a massive step forward for people working in hybrid functions across the insurance company.
More and more tasks move from insurer to customer self-service, but you still need a stand-by corps of friendly service agents. The more they know about the caller, the more they can execute themselves.
Working in this function is tough, and you need all the digital help you can get to deliver precise answers and sell more products. Without the back-office pains that typically come with large systems, Tia Customer Service is 100 % dedicated to servicing those who service insurance customers.
1. Improved overview that ensures more fruitful customer dialogues
2. Easier upselling
3. Better personal ratings, more work done faster
4. Improved satisfaction of work as a result of helping out instead of pushing papers
1. Operational efficiency
2. More employees performing value adding tasks
3. Better service delivery and stronger customer journey
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