(Courthouse of Summit County, Ohio, home of National Interstate Insurance. Photo credit: Threeblur0.)

National Interstate Insurance Company (Richfield, Ohio) has selected customer experience management vendor inQuba (Santa Monica, Calif./Johannesburg) to support a personalized customer experience (CX) initiative with event-driven Voice of the Customer (VoC) survey capability, analytics and case management, designed to deliver an optimal policyholder experience, according to the vendor.

“We chose inQuba because we want to deliver on our brand promise, and at National Interstate that means creating an insurance experience that’s built around the customer,” comments Terri K. Johnson, VP of Claims Quality Assurance, National Interstate. “The Voice of the Customer capabilities will help us raise our already first in class value added services to exciting new levels for our customers.”

Evaluating Strengths and Weaknesses

The inQuba solution will help National Interstate to identify opportunities to evaluate its own strengths and weaknesses, while improving responsiveness to insurance clients, Johnson adds.

“The new ability to dynamically ‘listen to’ the customer across all channels, ‘learn about’ your customer perceived performance, ‘share’ that information with operational stakeholders across the company and ‘engage’ the customer based on their feedback, is an exciting new development in the customer software domain, Paul Cole, President of inQuba North America. “While fresh and evolving, the underlying principles that support our CX approach are timeless. We’ve never believed that the data alone are meaningful. When companies invest in data, that data exists to serve clients and attract new customers in ways that differentiate a firm from competitors by making a better customer connection. That’s where National Interstate sees its growth.”

“We advocate a context-based approach to customer experience, based on unified vision for the firms that provide that experience,” Cole adds. “We’re pleased to support National Interstate in achieving that CX goal.”