(Image source: Mutual Benefit Group.)
Mutual Benefit Group (MBG; Huntingdon, Pa), an insurance carrier offering coverage for auto, home, and business, has selected SPLICE Software (Calgary, Alberta) to enhance its customer experience during the claims process. MBG integrated SPLICE’s automated text messaging solution into its claims platform communication workflow, allowing for personalized messages to be sent to policyholders at 13 touchpoints throughout the claims process, according to a SPLICE statement.
“We are very excited to be able to offer this communication channel option to our customers and further enhance the MBG Experience,” comments Shannon Davis, Assistant VP, Claims, MBG.
SPLICE’s automated solution, integrated with the Duck Creek OnDemand (Boston) claims platform, enables MBG to collect and manage customer consent for automated messaging and send personalized text messages to those who opt-in or who are opted-in. The solution also provides MBG with an easy way to respect customer communication preferences and simplify compliance with consumer privacy regulations across jurisdictions, SPLICE says.
After the success of the first program, SPLICE reports that MBG integrated the vendor’s Thrive survey and Net Promoter Score (NPS) application, which allows policyholders to provide feedback on the claims process and their experience with MBG. The applications empower MBG to create their own tags and report on them in real time, enabling the company to drill down on the most important metrics in a single click, according to SPLICE.
Strategic Communications Program
MBG has achieved an NPS score of 84, suggests that the brand’s commitment to delivering a great customer experience is paying off, the SPLICE statement says. With SPLICE’s automated messaging and survey services, the vendor says MBG can engage policyholders throughout the customer journey and create a strategic communications program.
“Within the last two years nearly everyone has made adjustments to their policyholder experience, so adding a more comprehensive approach to NPS just makes sense,” says Tara Kelly, CEO, SPLICE Software.