Comarch has successfully completed yet another implementation project of the integrated application dedicated to customer service in the contact center - this time in UNIQA Insurance Company.
The solution’s functionality combines the unique features of the communications device software and multiple functions of customer service support systems, such as CRM, Campaign Management and domain systems. One of the most important features covering the needs of UNIQA is the claim registration and handling via telephone channel. The application allows a contact center operator to register the claim in an efficient way, automatically prompting next steps in a form of advanced and interactive forms.
The Comarch tool enables UNIQA to provide customer service across multiple communication channels, i.e. via phone, email, SMS and chat which improves the efficiency of customer relationship management. It is possible mostly due to the 360⁰ customer view and the complete history of customer interactions across multiple channels. The system also supports the process of selling insurance products available on the Comarch Insurance Front-End platform. Sales network agents and call-center advisors both have access to the same 360°customer view.
‘Thanks to the cooperation with Comarch we have implemented a tool to support the work of the Contact Center operators responsible for claim registration and claim status information service. The registration process has been significantly simplified and shortened. The operators benefit from call scripts that help in gathering all indispensable information during the conversation with the customer. What is more, the interactive form allows smooth entering of data into the system. After the conversation with the customer the information about the registered claim is sent to the customer via text message or email. A very important advantage of the system is access to all the information about the customer, whose phone number is in the database, necessary for the customer service. Thanks to it, we know what policies customers own, what claims they have reported and been paid, we also know the whole history of customer contacts’, underlines Przemysław Hendzlik, Customer Call Service Manager at UNIQA.
‘The integrated solution developed by Comarch puts UNIQA in the forefront of insurance companies that can boast a consistent policy of customer service in every channel. Our partner has not only integrated its front-end contact center, but went a step further, creating a claim handling call center, supported with a dedicated module. In cooperation with UNIQA we created the solution that allows quick and easy claim registration, where the process of defining the registration forms is fully supported by system administrators', says Sławomir Gierek, Business Unit Director at Comarch.
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UNIQA is represented on the Polish market by two companies: nonlife insurance UNIQA TU and life insurance UNIQA TU na Życie, offering property, motor and life insurance, both for individual and institutional customers. Currently, UNIQA TU takes the 6th place in the insurance market in terms of the gross written premium amount which amounted to 1.1 billion PLN in 2014. Thanks to the extensive sales network and involvement of more than 3,000 agents, UNIQA is close to customers providing them with professional advice and assistance in selecting insurance. UNIQA products can be purchased both within its exclusive network of 130 sales points as well as at multi-agencies, brokers and car dealers. UNIQA is the winner of the “Reliable Employer 2014” competition. In 2014 it was also awarded with the titles of “Customer Laurel – Discovery of the Year 2014” for house and apartment insurance: DOM Plus, “Modernization of the Year 2013” 'in the "Office buildings" category, and won the Polish Innovation Award by Enterprise Forum “Quality International”, and the certificates of “Innovative Company” for Sales Service Portal POS, and “Good Policy” for the apartment insurance with a premium payable monthly. Its strategic investor is the European insurance holding of the Austrian roots – UNIQA Insurance Group AG.