Give Service Reps a 360-Degree View of Policyholders
Learning Objectives
After completing this unit, you’ll be able to:
- Describe the key features available to service reps in Insurance Agent Console.
- Outline the benefits of Insurance Agent Console for service reps.
Get Customer Service Data Fast
We introduced you to Zaw from customer service earlier in this module. His team is often at the receiving end of client frustrations. So you can imagine how excited he is about this rollout of Insurance Agent Console. When the big day arrives, Zaw logs in to find his home page with valuable dashboards and charts.
It’s all the key data he needs to start his day off on a productive note—and it’s all in one place. The data includes:
- Performance metrics like the number of claims and cases he settled and the average number of days he took to settle a claim and close a case.
- Charts that show performance metrics across time and around key parameters:
- The number of claims settled and the average settlement time per claim. (He can even compare and contrast this performance across different policy types, such as auto, life, and insurance.)
- The number of cases closed and the average case closure time.
Filter Service Data by Time
Just like Zeynep used the console for sales data, Zaw can use the console to get a singular, unified view of Rachel from a service rep’s point of view. Not only does he have access to information about Rachel’s life events and new developments, but he also is privy to service-related information that will help inform his interactions with her, such as a list of all her open claims. Zaw can also slice and dice service data the same way Zeynep did with her sales charts. From the reports in his Book of Business, Zaw can use the dropdown and select month-to-date (MTD), quarter-to-date (QTD), or year-to-date (YTD) to view how data changes over time.
A Claim for Ms. Adams
Let's take a look at how Zaw can use Rachel's data to provide better service.
From the App Launcher (
), find and select Insurance Agent Console, and then go to Rachel Adams’ account record page.
The design of the Policies tab on this page draws Zaw’s attention toward the important tasks first. Under Policies and Claims, he sees Rachel has two open claims.
He hovers over the claim number under Open Claims and gets key summary information for both her open claims.
A cursory scan reveals that one of the claims is high priority, so he clicks that claim and its record page opens in a new tab.
Zaw learns this case has been open with no activity for several months. Zaw was able to catch this important claim with just a few clicks. Now he can start investigating the issue and reaching out to Rachel with an update.