(Image source: Glia promotional video.)
Glia (New York/Tartu, Estonia), a provider of Digital Customer Service, has announced that it has partnered with Duck Creek Technologies (Boston), a provider of SaaS insurance core systems, to offer Duck Creek’s customers Glia’s Digital Customer Service platform. This enables insurers to provide a significantly enhanced level of agent and customer service, reduce call times and boost efficiencies, according to a Glia statement.
“There’s been a massive global shift towards self-service, often leaving agents and customers in need of help during more complex processes,” comments Dan Michaeli, CEO and co-founder of Glia. “By partnering with Duck Creek, we can empower P&C insurance carriers to effectively serve agents and customers in the digital domain, delivering experiences that will differentiate and increase brand loyalty in this highly competitive market while reducing servicing costs. We’re excited to partner with Duck Creek, a leader and innovator in the insurance industry, helping them take a digital-first approach to agent and customer service.”
Glia says that, by using its technology, Duck Creek can meet agents and customers where they are in the insurance process and support them through whichever methods they prefer—including messaging, voice, and video—and guide them using CoBrowsing. Glia will initially be available for the Duck Creek Producer solution to allow agents to access online digital support, and is easily extended to additional sales and customer support use cases. An Anywhere Enabled Integration is available on Duck Creek’s Content Exchange for customers to easily add Glia to their agent- and customer-facing portals. Glia and Duck Creek already have several mutual customers and look forward to bringing value together to many more.
Digital-First Customer Experiences
“It’s now more important than ever for insurers to offer their agents and customers the digital-first customer experiences they have come to expect from all of the companies they do business with,” comments Elizabeth Del Ferro, VP, Partner GTM at Duck Creek Technologies. “Delivering efficiency as well as satisfaction is critical to customer and producer retention, as well as growing books of business, and Duck Creek is thrilled to welcome Glia into our rapidly-growing partner ecosystem.”