Hi Marley Launches Marley Insights for Analyzing Conversational Texting

Users gain a dashboard view across their claims agents’ conversations to help optimize policyholders’ experiences, celebrate adjusters’ performance, and drive behavioral change.

(Image source: Hi Marley.)

Hi Marley, creator of an intelligent communication platform built for the insurance industry, today announced the availability of Marley Insights. The vendor describes Marley Insights as a visual dashboard of more than 20 built-in analytical reports, and many customizable views including message sentiment, open claims, average time to first contact, average survey score, active users, and case status. Supervisors can filter by numerous attributes including case type, group, operator name and date and status, and insurance carriers can use the provided API to integrate data from Marley Insights into their core insurance platform, the vendor says.

Michael Greene, CEO, Hi Marley.

Explaining the value proposition of Marley Insights, the vendor notes that the data captured in texting conversations offers a glimpse into how policyholders are feeling, how reps are handling claims, and how teams are performing. With Marley Insights, supervisors gain a dashboard view across their claims agents’ conversations to help optimize policyholders’ experiences, celebrate adjusters’ performance, and drive behavioral change.

“The role of the supervisor is critical in claims and is especially challenging in today’s remote working environment,” comments Mike Greene, founder and CEO, Hi Marley. “Marley Insights’ conversational data benchmarking allows supervisors to visualize sentiment, capture reviews and understand how the team is performing. Customers with Marley Insights have described it as a capability they no longer want to be without.”

“Union Mutual values the metrics and analytics received from the Hi Marley platform,” comments Jeffrey Pryce, AVP, Claims, Union Mutual (Montpelier, Vt.). “We’ve noted shorter claims cycle times and increased positive customer feedback data as two of the most compelling results.”

The benefits of Marley Insights include the following, as described by the vendor:

Jeffrey Pryce, AVP, Claims, Union Mutual.

Access team performance data: Claims leaders managing multiple people, teams and locations can easily see a dashboard of individual, team and site performance, provide data to support team success, and drive positive behavior.

Inspire productivity: Managers can use the dashboards to provide support to their teams and drive efficiencies to make an impact on time to resolution and lower loss ratios.

Celebrate claims adjuster performance: Leaders can easily view adjusters’ star reviews to recognize and celebrate their success.

Track and view sentiment: The dashboard view helps supervisors easily see and understand text message sentiments through specific conversations or across the organization.

Hi Marley describes its overall offering as making it simple for policyholders to contact claim adjusters via text to leverage their communication channel of choice cut through inefficiencies. By providing an SMS platform purpose-built for the insurance industry in which the entire ecosystem of service providers can communicate, insurance carriers can delight customers, achieve faster time to resolution and lower loss ratios.

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Anthony R. O’Donnell // Anthony O'Donnell is Executive Editor of Insurance Innovation Reporter. For nearly two decades, he has been an observer and commentator on the use of information technology in the insurance industry, following industry trends and writing about the use of IT across all sectors of the insurance industry. He can be reached at [email protected] or (503) 936-2803.

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