Selective Insurance Names Accenture Its CRM Service Provider

The goal of the engagement is to enhance the insurer’s customer experience, provide a holistic view of the customer, streamline customer and agent service capabilities and enable business growth objectives.

(Sunset at High Point State Park, near Branchville, N.J., home of Selective Insurance. Photo credit: Anthony Quintano.)

Selective Insurance Company of America (Branchville, N.J.) has chosen Accenture (New York/Dublin) as its strategic Customer Relationship Management (CRM) service provider to help elevate the company’s customer service capabilities.

Rohit Mull, SVP, Chief Marketing Officer, Selective.

Rohit Mull, SVP, Chief Marketing Officer, Selective.

The engagement calls for Accenture to conduct an assessment of Selective’s customer relationship management practices and technologies, design a future CRM vision, help identify the right technology solution, and develop an implementation road map and business case, according to an Accenture statement. The goal is to enhance the company’s customer experience, provide a holistic view of the customer, streamline customer and agent service capabilities and enable business growth objectives.

“At Selective, Response is everything and we are committed to responding to the needs of our customers with a superior level of service,” comments Rohit Mull, SVP, chief marketing officer, Selective. “In the spirit of continuous improvement, we are reimagining the customer experience to ensure we meet and exceed customers’ changing expectations. By leveraging Accenture’s proficiencies in customer experience practices, we expect to better assess our needs, identify gaps in our current infrastructure and identify best practices in customer-centricity that support our vision to deliver high-tech, high-touch insurance solutions to customers and independent insurance agents.”

Increased Customer Expectations

“Driven by technology innovations in their everyday lives, consumers’ expectations of insurance providers are higher than ever,” comments Carlos A. Lugo, managing director and digital practice lead, Insurance North America, Accenture. “To succeed in today’s competitive environment, insurers need to reconsider how they serve customers so that they become truly customer-centric organizations. We are pleased to have been chosen by Selective to work on this strategically important initiative.”

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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