| Transforming claims processing |
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| The client |
A leading US based Property & Casualty insurance company. |
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| The business challenge |
With the existing claims process based around a mainframe system and paper intensive environment, the company had launched an initiative to develop an efficient claims processing system. This needed to be integrated with a Customer Relationship Management (CRM) solution that would provide a common customer view across agents, call centers and claims. This in turn would help the company improve the quality of customer interaction, target offerings and utilize cross selling opportunities. |
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| The solution |
Wipro was involved in this project from the proof of concept stage and evaluated tools in the areas of CRM workflow, imaging, document management and document storage. A comprehensive CRM solution around Siebel was implemented with key features like:
Computer Telephony Integration (CTI): Call Center operations were modified using CTI to enable features like routing of calls to the smallest queue and automated answering.
Automatic assignment and alerts: An automatic outbound paging system triggers a message to the concerned Field Call Representative. Claims can also be escalated automatically to superiors.
Measurable business benefits
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Integration of the legacy system with CRM and work flow management tools resulted in better process handling and improved customer service |
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Automation of the claims processing system resulted in seamless connectivity of all personnel/multi channels involved. This included call center, field representatives, claim adjusters, office claim reps, salvage yards and towing agencies. |
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With the web-enablement of claims processing, services from submission of claims to queries on claim status can be effected online |
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