Based on more than 20 years of consulting expertise acquired from acquired from working on more than 2,000 projects in different geographies with local and global leaders, everis has gained a deep understanding of the insurance market and has developed a specific service offering meant to address the industry’s main current challenges:
1. Customers are demanding CHOICE of the channel they use to interact; mostly passively by defaulting to the most present and easiest channel. In view of that demand, everis has assisted clients in improving their traditional (branches, agents, brokers) and non-traditional (Contact center, Web, Social media, iTV, B2C alliances) channel offering through strategic empowerment, improved operational models and better offer to the channel.
2. Also, as customers perceive fewer differences between products they expect better service levels. Through its strong Customer Communication Management practice everis can help insurance clients enhance their customer experience through campaign optimization and multi-channel data integration tools as well as the creation of brand experience guide definition for each channel.
3. Due to poor Combined Ratio performance the insurance industry has looked for new ways to reduce operational expenses. To increase the profitability of insurance companies, everis has helped its clients reduce their fulfillment costs by implementing multichannel delivery methods and cut their operating costs by centralizing services and develop shared content capabilities.
4. Despite the loss of technical margin companies have reduced prices in exchange for not losing market share. To help insurance clients rebuild their financial position everis has focused on enhancing the retention rate and loyalty of their customer portfolio and take advantage of growth opportunities by leveraging new geographies and/or products.
In the highly regulated US insurance environment, generating growth requires establishing long-lasting relationships with the customer base through frequent and efficient interactions. everis’ CCM practice helps companies focus on the customer through diversified channel distribution capabilities and improved service offerings.