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Insurance contact center solution from IBM and Siebel

Executive summary

Business view

Technical details

The goal

Deliver richer, more personal customer service

Take customer service to new levels while improving cost structures. For a highly efficient and cost-effective insurance company, you need highly integrated sales, service and fulfillment processes. IBM and Siebel have partnered to bring you a customer contact center solution to help you drive greater customer intelligence, provide more responsive service and lower operating costs across your enterprise.

The advantage

The IBM and Siebel advantage

IBM and Siebel offers the contact center solution based on our strong alliance.

IBM has more than 2,000 Siebel-trained consultants, including more than 850 Siebel Certified Consultants with a broad range of customer relationship management (CRM) and insurance expertise.
Siebel eBusiness solutions are available for all segments of the insurance industry.
We have more than 500 joint customers that have implemented our CRM solutions.

The benefits

Improve customer service and reduce costs

The insurance contact center solution from IBM and Siebel allows agents, brokers, claims representatives and other stakeholders to access the customer profile data they need to improve customer service.

IBM and Siebel provide a set of applications and the infrastructure to address business issues for the insurance industry. These applications can allow your business to:

Manage leads, collect data associated with insurance quotes, and streamline communication between the agent, carrier and customer for increased productivity.
Improve service effectiveness by leveraging knowledge about the customer for once-and-done service responses.
Manage and synchronize customer touch points across multiple sales and service channels like the phone, fax, e-mail and the Web.
Consolidate information from disparate back-office systems—like policy, claims and billing systems—into a single customer view.
Blend with Siebel eFinance applications for unparalleled functionality and customer insight.
Improve channel effectiveness by building agency and distribution partner loyalty.
Improve risk assessment by enabling agents to collect a comprehensive file of customer-specific underwriting data and documents in a single electronic repository.

The approach

Boost efficiency with IBM and Siebel

The contact center solution from IBM and Siebel can help you deliver measurable results.

A large, widely known insurance company implemented a new customer service model to reduce the time its sales force spends on administrative tasks.

The solution is designed to:

Deliver a broader range of financial services.
Improve customer service.
Boost productivity and manage workflow more efficiently.
Help provide reliable and fast data retrieval with excellent scalability.

The financial advantage

Get more return on your investment

The insurance contact center solution from IBM and Siebel allows insurance companies to provide virtual 24x7 customer support that can help increase customer loyalty.

Improve customer retention rates—it costs 5 to 12 times more to acquire a new customer than keep an existing one.
Increase sales—loyal customers tend to increase their purchases over time.
Lower costs—long-term customer relationships typically cost less to serve.

Next steps

Questions about this solution? Contact an IBM Financial Services specialist.

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