Solving the Customer Experience Problem
Dealing with inexperienced claims professionals will exacerbate the customer service challenges for insurers. The survey found that three of the four most common issues customers have with the claim process center is on poor communications citing an overall lack of communication and inability to contact a claims handler. Despite a focus in this area by insurers, only 33% of respondents believe that customer satisfaction will improve by more than 5% in the coming year.
"Claims professionals are well aware of the challenges they face in improving their claims processes, reducing costs, enhancing staff performance, and decreasing cycle time. However, many lack the ability to access and analyze information in free-form text fields that is needed to make the right decisions at the right times and ensure tangible progress in these areas," said Michael Chochreck, insurance solutions principal consultant at Trillium Software. "It is critical that claims professionals gain insight into the universe of data flowing through their organization, and harness this information to more effectively serve their customers and grow their business."
Analyze a Universe of Claims Data
Trillium Software's Claims Data Quality solution empowers insurance companies to automate the assessment, monitoring and analysis of a universe of claims data, including unstructured data in free-form text description fields and claims correspondence in electronic document formats. With greater insight, claims professionals can reduce claims costs, increase customer retention, improve operational efficiency and mitigate risks. Additional information is available at www.claimsdataquality.com.
Harte-Hanks® is a worldwide direct and targeted marketing company that provides direct marketing services to local, regional, national and international consumer and business-to-business marketers. Visit the Harte-Hanks Web site at http://www.harte-hanks.com or call (800) 456-9748.
About Trillium Software
Trillium Software® is a business of Harte-Hanks, and the leading best-of-breed enterprise data quality software and services provider in the world. Trillium's data quality experts help organizations achieve increased business value from their global data management initiatives by providing enterprise data profiling and data cleansing software solutions that collaborate with existing data systems and applications.
Trillium's data quality suite of products enable business executives and information technology professionals to profile, govern, manage, cleanse, and visualize data for CRM, MDM, regulatory and compliance, data warehouse and business intelligence initiatives. The company offers industry-specific business solutions that help solve data problems experienced by insurance, financial services, risk, healthcare and retail professionals. For more information about Trillium Software and its offerings, call (978) 436-8900 in the United States and in the United Kingdom call +44 (0) 118 940 7666, or visit Trillium Software online at http://www.trilliumsoftware.com.
This document may contain trademarks that are owned or licensed by Harte-Hanks, Inc. and its subsidiaries, including, without limitation, Trillium Software®, Trillium Software System®, Total Data Quality, and other names and marks. All other brand names, product names, or trademarks belong to their respective holders.
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