The customer journey is at the heart of the Intellimin design principles. Intellimin creates a seamless streamlined customer experience by thoughtfully designing all elements into a cohesive customer journey.
The four key elements of the Intellimin platform that enhance the customer experience include straight-through processing, self-service, availability and accessibility, and ease of use.
Intellimin is designed with the specific focus in mind of paying attention to the entire customer journey across all business functions. This has resulted in processes that are easy to understand and follow. The system is seamlessly integrated, provides real-time feedback, helping the customer navigate through the online application, and creates an automated underwriting assessment with information from multiple sources. The insurer then immediately receives an issue of the policy.
In terms of policy, payments can be debited from the client’s bank account on the day most convenient for them. Policy communication is automatically emailed and immediately available in the self-service portal for the customer.
Self-service has become one of the most important components of a seamless customer experience. Customers want to be able to control how and when they interact with a service. For Intellimin, policy documentation and communication are entirely convenient and downloadable. There is also the ability to make policy changes, update contact details, change payment details and lodge claims and requests, all in one place.
Availability & Accessibility:
With Intellimin, the customer can purchase a policy anytime and make policy changes whenever they need to online, using mobile, desktop or tablet devices. Prioritising the customer and how they use digital technology, further supports the experience and relationship between the customer and the insurer. Intellimin has omnichannel access to assist the customer interacting in a manner of their choosing, from customer call service centres through to digital self-service.
Ease of Use:
The considered planning out and the making of the Intellimin platform has led to an intuitive and easy platform for customers to interact with. It creates a centralised view of customer data and communications available from all channels.
The platform has also been designed to minimise the number of specialist development skills required, therefore it is easy to navigate and the Intellimin onboarding process builds on this further during the implementation stage. The platform is highly flexible in nature, which means it can meet any requirements of any organisation and the service they provide.
Excellence in customer service was a business advantage, but now with Covid changing online user behaviour, it is now critical for your business to centre your business objectives around. Meet with an Intellimin consultant to talk about your customer journey challenges and how our platform can be used to solve them.
See how Intellimin has worked with BSP Life Fiji and BSP Life PNG to help streamline their processes and create an overall better customer experience.