Census & Enrollment Intake just got easier. EIS Suite’s platform enhancement streamlines group benefits enrollment with real-time data integration and accurate census tracking, reducing errors and processing time. Learn how it can simplify your workflow.
Customer Experience – Use Case
Perfect your customer experience with EIS
Vibrant, personalized digital experiences that feel authentic are a sure way into your customers’ hearts.
Unfortunately, those intuitive, lasting customer experiences don’t build themselves, and the “modern legacy” core systems many insurers run on have roadblocks that stop great customer experiences before they can even start.
Why is the customer-first approach so difficult with modern legacy?
When it comes to maintaining close customer relationships and reducing churn, a customer-centric core system is the golden ticket. Policy-centric setups, on the other hand, make customers feel like numbers in a system. Because everything is driven around the policy — not the customer — it can feel like insurers only care about customers as a source of income, rather than acting as their financial guardians.
But if switching to customer-centric operations only required changing philosophies, everyone would’ve done it already.
Unfortunately, the modern legacy cores many carriers use aren’t up to the task: Their closed architecture, hard-coding, siloed operations, and poor integration capabilities all stand in the way of centering everything on the customer and creating seamless customer experiences.
Center on the Customer With Data Fluidity
The scalable, cloud-native EIS Suite™ enables the free flow of data needed to unite disparate systems where customer info is stored.
Its open architecture and thousands of APIs allow seamless integrations with internal and external systems. Then, CustomerCore™ — the customer-centric heart of EIS Suite — organizes relevant historical and real-time data from those systems into comprehensive customer profiles. This info becomes the building blocks of data-driven, strategic marketing initiatives and personalized customer experiences that help ambitious insurers grow.
EIS fundamentals = true customer centricity
Equipped with CustomerCore, easy-to-use UI tooling, and intelligent workflow automation tools in EIS Platform™, insurers cover multiple bases:
- Carriers can craft product offers for customers’ exact needs (even across multiple business lines) and deliver them efficiently through intuitive user portals.
- Self-service portal features also grant users (ranging from customers to brokers and group benefits administrators) greater control of their insurance experiences.
Meanwhile, other EIS solutions like ClaimCore® and ClaimSmart™ focus on making claims processing — the most customer-visible phase of the insurance lifecycle — more transparent and easier to manage. From the first notice of loss to final claim resolution, these solutions keep the customer in the loop while machine learning anti-fraud models watch out for the carrier’s bottom line.
How EIS Improved Real Customer Experiences
Accelerate Multiple Processes
esure, one of the UK’s top P&C insurers, adopted EIS Suite and saw several of their key customer-facing processes speed up: Both the buyer journey and claims journey grew 30% faster after esure’s EIS-powered platform was up and running.
Expand the Use of Digital Solutions
Tower’s digital transformation with EIS Suite helped the property lines carrier reach more customers than ever in New Zealand and the Pacific Islands. More than 50% of tasks and transactions completed in the New Zealand market are now done digitally, while prospects in Fiji were impressed enough by the potential of digital experiences to increase sales via the EIS-powered platform from 23% to 88%.
Better Distribution = Better Marketing
Both Tower and esure can now seamlessly integrate with distribution partners through the open API framework of EIS Suite — allowing marketing campaigns to be more intuitive, personalized, and effective.