Customer Service/Dispute Management
One of the most important functions within an insurance company is customer service. The number and type of customer disputes is frequently measured internally and often reviewed by government regulatory agencies. Your organization must maintain the highest standards of information management when it comes to customer service and satisfaction.
Meet your Business Goals
- Shorter order-to-cash cycle
- Improved customer service quality
- Support for multi-channel interaction
- Improved customer retention
- Increased profitability
- Improved collections, reduced receivables
Key Performance Indicators
- Customer satisfaction
- Days Sales Outstanding (DSO)
The customer service process allows you to manage contacts using any communication channel and integrate seamlessly with your organization’s collections and disbursements management systems. It provides customer service agents with the information they need to provide accurate answers and take immediate action. Giving agents quick access to customer information from all systems ensures that disputes are dealt with quickly and effectively.
Enterprise Content Management (ECM) solutions from OpenText for customer service/dispute management deliver this functionality with the following components:
- Software: Business Process Management, Document Management & Collaboration, High Volume Document Processing, Knowledge Management, Report & Output Management, Livelink ECM - Customer Information Management
Supplemented by Business Content (e.g., predefined workflows) to give you a head-start in configuring workstreams and processes, Consulting Services, Training and Support tailored to meet your requirements.
