(Detail of a 72-channel mixing board at The Cutting Room Recording Studios in New York. Photo credit: Rebecca Wilson.)
EIS Group (San Francisco) has announced the availability of CustomerCore DXP, which it describes as new digital experience platform that adds omnichannel capabilities to the vendor’s EIS Suite software solution for policy, billing, claims and customer engagement. The new offering is designed to go beyond insurers’ often challenged approaches to multichannel service to unify online, mobile and contact-center channels, and to connect those channels in real time to core insurance systems.
Omnichannel service capabilities, which include a single view of the customer and brand consistency across channels and platforms, is a crucial component of digital insurance, according to Mark Breading, a Columbus, Ohio-based partner and chief research officer for SMA. “Omnichannel solutions need to allow insurers to design an environment in which channel switching is transparent and seamless to the customer,” he says. “At the center of this approach would be a unified digital platform that would support all channels and connect the channels to the core administration systems on the back end. This would bring interactions and information together to produce a different and better customer experience that fosters loyalty.”
Seamless Channel Transition
CustomerCore DXP enables insurers to leverage EIS Group’s core administration systems to deliver the highest level of customer service and engagement via online, mobile, email, text, chat or voice interactions, according to the vendor. Through CustomerCore DXP, customers can experience a seamless transition between preferred channels and devices while engaged in any purchasing, billing, policy servicing or claims transaction. Insurers using CustomerCore DXP can provide real-time integrated access to agents and brokers, leverage location-based services, and provide emergency or claims-related services, the vendor asserts. EIS Group says that the new offering enables all stakeholders to benefit from real-time access to any information regarding customer accounts, products and processes via tight integration with the EIS Suite software applications—PolicyCore, ClaimCore, BillingCore and CustomerCore.
“CustomerCore DXP delivers a true omnichannel experience via a seamless flow of activities and transactions between channels, comments Fazi Zand, SVP, products, EIS Group. “At the same time, it preserves the business context and state of transactions with reliable security and privacy safeguards.”
Insurers who deploy CustomerCore DXP can avoid the adverse impact that disconnected channels have on customer relationships and retention, Zand adds. “Now insurers can rapidly implement digital strategies, dramatically improving user experience for customers and agents while controlling sales and servicing costs, and avoiding expensive, redundant integrations to separate portal and mobile solutions,” he says.
CustomerCore DXP is able to achieve greater access and a greater level of transparency in the insurance process for all end users through the following key technologies, according to the vendor:
- New-generation REST APIs that quickly and efficiently expose core system data and processes.
- A prebuilt set of mobile apps for customer, agent and vendor self-service that are easily configured to meet insurers’ company-specific needs.
- Context-aware, responsive design features that allow customer interactions to flow seamlessly from one channel to another while adapting functions and content based on the user’s authorizations as well as device capabilities and constraints.