One, Inc. Updates ContactOne Customer Retention Solution

ContactOne uses proprietary algorithms to determine the best time to initiate customer contact in order to maximize the probability of response through a given channel, including email, text, or phone call.

One, Inc. (Sacramento, Calif.) has released a new version of the P&C industry-specific ContactOne customer retention solution. The vendor describes ContactOne as a completely customizable solution that enables carriers and MGAs to automate contact with their insureds to provide policy information, prevent policy cancellation and facilitate reinstatement.

ContactOne addresses a solution gap for capabilities that automate the customer retention and reinstatement process, according to Christopher W. Ewing, president and CEO, One, Inc. “The billing solutions on the market today do not address the sharp rise in the use of credit cards as a payment method, and how to enable customers to use this payment channel to keep their policies in force,” Ewing comments. “We are excited to bring the additional benefits in the latest release of ContactOne to the P&C market and are extremely pleased to see that our customers are seeing increased policy retention.”

(Related: ProcessOne Gives Mutual of Enumclaw Customers Quality, Consistent Payment Experience)

ContactOne uses proprietary algorithms to determine the best time to initiate customer contact in order to maximize the probability of response through a given channel, including email, text, or phone call, according to the vendor. The system’s configuration settings allow the insurance company to choose the day, time and quantity of contacts for any period of time. It also features the ability to contact policyholders upon cancellation, non-renewal or other policy events via the following methods:

  • Outbound Interactive Voice Response (IVR) with the ability to take a payment in call;
  • Automated text messages with a link embedded to the company’s payment portal;
  • Email with a link embedded to the company’s payment portal.

The above features enable insureds to make payments and access policy information over the web or phone without needing customer service assistance, though the ability to contact a CSR is available seamlessly via pressing a single digit on a telephone or a keystroke on a device, the vendor says.

Ease of Implementation

One, Inc. says that ContactOne can be quickly and easily implemented according to a carrier or MGA’s needs. Each feature adds value as a tool to retain customers before their policy cancels along with enabling them to reinstate their policy quickly and easily if it has already cancelled. ContactOne gives customers complete accessibility to payment choices from multiple devices – computer, phone or tablet–so they have payment options wherever they are, a vendor statement asserts.

“Our goal is to make ContactOne the most consumer-friendly payment processing channel for insureds, enabling carriers and MGAs to offer the highest level of customer service,” comments Brian Blackstock, product development manager, One, Inc. “We are committed to the continuous improvement of functional capabilities for ContactOne as the most usable and cost-effective solution for carriers and MGAs to retain the business that they have, freeing up internal resources to focus on gaining market share.”

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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