Sura Selects ClickSoftware to Optimize Roadside Assistance Business

ClickSoftware’s cloud-based mobile workforce management solution will enable Sura to optimize every moment of the service experience, boosting positive customer experiences, ensuring compliance with service-level agreements and reducing costs.

(Statue by Fernando Botero in the plaza named for the Colombian artist in Medellin, Colombia, location of Sura’s headquarters. Photo credit: laloking97/Iván R.J.)

Sura (Suramericana), a Medellin, Colombia-based insurance carrier a that has characterized its customer relationship as one that goes beyond traditional indemnity products into the realm of accompanying services, has selected ClickSoftware’s (São Paulo) cloud-based mobile workforce management solution for its Roadside Assistance business.

ClickSoftware’s solution will facilitate real-time automated scheduling for different levels of emergency service work, the vendor asserts. As a result, Sura will ensure that every moment of the service experience is optimized, boosting positive customer experiences, ensuring compliance with service-level agreements and reducing costs. To maximize these benefits, the insurer will roll out the solution to its own technicians as well as third-party contractors’ technicians, thus creating a seamless and professional customer interaction.

“In our line of work, every second counts,” comments a member of Sura’s Assistance Operational team. “ClickSoftware’s robust and flexible solution will help us to efficiently assign and dispatch field resources in a timely matter, further it will arm us with an always-on connection to the field force, increasing real-time visibility of our operations. This collaboration will allow us to make real-time decisions as business needs shift, and demonstrate or reliability and proficiency to our customers through first-rate customer service.”

Sura’s existing approach to managing field services involved manual processes subject to human error and a spike in the time spent scheduling and confirming jobs. The result was longer wait times for customers and higher operational costs, according to a ClickSoftware statement.

Shortest Time Possible

Sura’s current manual process for managing field service scheduling often left room for avoidable errors and caused a spike in the time that was spent scheduling and confirming jobs, resulting in longer wait times for customers and higher costs for the carrier. ClickSoftware’s solution will enable Sura to centralize and automate its field service scheduling operations to systematically deliver the closest and most qualified field technician resource to the customer’s site in the shortest time possible, the vendor says.

Mobile devices equipped with ClickSoftware’s mobile solution help service technicians from start to finish through the workday, the vendor adds. The solution will prompt field technicians to reroute schedules or travel when necessary, and provide recommendations on how to resolve issues at work sites. As a result, customer service quality will improve, all the while maintaining high productivity levels for the entire field force. In addition Sura will gain clear visibility and control over the scheduling, and execution of field resources and tasks.

 

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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