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Customer self-service for insurance from IBM and Siebel

Executive summary

Business view

Technical details

The goal

Differentiate through convenient service channels

A security-rich, personalised Web service solution- one where customers can review policy coverage information, check policy or claim status, and resolve problems using a full suite of problem resolution tools or live Web assistance- that's what the insurance customer self-service business solution from IBM and Siebel Systems is designed to offer.

The advantage

Industry expertise from IBM and Siebel Systems

The insurance customer self-service business solution from IBM and Siebel Systems relies on strengths of both organisations.

We have more than 500 joint customer implementations of our CRM solutions.
The Siebel eInsurance portfolio meets the requirements of all insurance sales channels- direct sales, captive and independent agencies, brokers, call centres and claims service organisations, service providers and field claims adjusters.
Insurance companies can prototype, test and deploy CRM solutions at the IBM Global e-business Solutions Center.

The benefits

Make it easy for customers to do business with you

The insurance customer self-service business solution from IBM and Siebel Systems can allow your customers to receive self-service or assisted service over the Web. Features include:

personalised portal page- access policy, claim or service request information from one central home page.
Service request management- submit and track service requests, and view agent-recommended solutions; together with Siebel eMail Response, can acknowledge the receipt of a service request and automatically inform customer of the resolution.
Personal and group policies- view details on multiple lines of insurance, including personal, individual life, and individual and group health policies.
Claims tracking- view status of personal lines claims.
Web collabouration and live chat- contact a live agent through phone, online text chat or voiceover IP; customer service agents and customers can participate in synchronised Web page browsing.
Self-diagnostic tools- interactively obtain instructions and troubleshoot problems.
Searchable knowledge base- access frequently asked questions (FAQs) or search using natural language query.
Full-text search- search for information throughout the site.

The approach

Self-service in action

By offering convenient, 24x7 Web service, your organisation can significantly increase customer satisfaction and loyalty, gain competitive advantage and maximise productivity.

We helped one company consolidate six disparate systems into a single enterprise system. The company introduced four customer-focused self-service portals targeting different audiences and have benefited from:

One advanced system, rather than six legacy systems.
Real-time processing of claims and inquiries.

Another company reduced costs through coordinated marketing efforts, increased revenue through improved cross- and up-selling, and improved customer satisfaction by eliminating the need for customers to contact them multiple times for different inquiries.

The insurance customer self-service business solution from IBM and Siebel Systems can help your company too.

The financial advantage

Better service leads to greater profits

The insurance customer self-service business solution from IBM and Siebel Systems can provide a return on your investment and:

Reduce call centre costs by decreasing customer contact volumes through more expensive channels.
Increase revenues with personalised, targeted cross-sell and up-sell opportunities.

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