Insurance

• Best Practices
• Brochures & Whitepapers
• Business Benefits
• Business Goals
• Customer Successes
• News & Events
• Open Text Services

• Brand Management
• Claims Management
• Contract Management
• Customer Analysis & Marketing
• Customer Service/Dispute Management
• Market Research & Product Ideas
• Policy Changes & Information
• Product Development & Implementation
• Regulatory Compliance
• Sales Force Management
• Underwriting & Policy Issuance

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.

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 Open Text 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.