The Challenge
In the days ahead, insurers will have to work harder than ever to cultivate relationships that promote revenue growth and customer retention. A difficult task since insurers must configure their service experience for diverse customer base that can include policyholders, beneficiaries, agents and brokers. All too often, outdated customer relationship management solutions, manual workarounds and legacy system driven environments are drivers of an insurer’s service experience — factors that inhibit their ability to service the needs of a diverse customer base effectively. When you add in uncontrollable business processes, a lack of customer intelligence and an inability to adapt to change — a cost effective delivery model seems out of an insurers reach.

The Solution
Designed specifically for the needs of the insurance industry, Customer Process Manager for Insurance (CPMi) helps insurers reduce operating costs while they improve customer satisfaction and retention. CPMi’s "intent led" approach to customer service dynamically matches a customer’s needs to the intent of the business — improving satisfaction and loyalty by guiding customer service agents to the right process during a service interaction. Insurers can use CPMi to build a comprehensive 360° customer view that consolidates and leverage dispersed legacy data — equipping insurers with the means to anticipate customer needs or tailor the customer experience during each service interaction. And Pegasystems’ industry leading SmartBPM® technology provides insurers with unparalleled agility - enabling a rapid business response to changing customer needs, loss events, market conditions and ever changing insurance regulations.

Intelligent Multi-Channel Interaction Management

Dynamic service capabilities use real-time decisions to drive customer processes based on business intent and enterprise knowledge — taking the guesswork out of managing customer relationships
Role-based and context-specific screens and dialog scripts guide users through every customer interaction, ensuring service consistency and quality
Smart offer processing uses real-time decisions to increase close rates, while wizards speed introduction of new campaigns and offers
A dynamic user interface presents customer data only when needed, reducing training time and improving productivity
Proactive service level management enables value-based servicing for greater profitability and improved productivity
Real-time analytics provide insight into key performance indicators (KPIs)

One-and-Done Service Process Automation

Enterprise case management bridges organization stovepipes for improved productivity and reduced costs
Robust integration capabilities automatically seek out and use enterprise customer data in real-time without replication or consolidation
Sophisticated work management functions facilitate advanced routing, escalation, and prioritization of work

Solutions In Action


Cross-Selling and Up-Selling Increased	CRM Excellence Pleases Customers	BPM Modernizes Business Cycle	Claims Exceptions Cut Back
Massive Sales and Profitability Increase	CRM System Cuts Churn	Decisioning Improves with BPM	More Accurate Customer Data
$70 Million in New Business	Company Cuts 30% of Claims Examinations	New Backbone Fuels Growth	Rules-Driven Documentation Delivers
Agents Grow New Customer Equity	Web-Based Automation Improves CRM	Labor Costs Cut Through BPM	BPM Makes Better Audit Trails