FICO Customer Communication Services for Insurance

Intelligent and automated customer engagement throughout the policy lifecycle

Overview

FICO® CCS for Insurance provides insurers with a platform that delivers accurate and timely omni-channel communications which guide insureds, prospects, and claimants through renewal, service, underwriting, and claim events.  The solution ensures automated delivery of content via the preferred channel(s) as specified by insureds and parties to a clam. Effective use of the CCS platform will increase policyholder retention, improve the customer experience and overall satisfaction amongst insureds, while reducing claim expense.

The Challenge

In order to remain competitive, insurers are being forced to become more customer-centric. Insurers need to become proactive in creating opportunities to interact with their customers and provide a memorable, positive experience. While distribution channels have evolved, service events continue to be conducted primarily via legacy channels (voice and mail) while consumer preference has rapidly shifted to mobile and electronic.  As a result, many insurers are unable to deliver the expected fast, efficient, and proactive communications to policyholders via their preferred channel(s) around the time of policy renewal, or in response to a claim or service event.

Solution Architecture

FICO Customer Communication Services for Insurance

The solution is designed to enhance, rather than replace core processing systems, mobile apps, as well as contact center or workflow applications within an insurer. In the event of  an event which requires customer contact, the CCS platform gains access to data from the insurer’s core systems through a batch file import or web services interface. (1) The data is then assessed to determine which files require a treatment from the CCS platform. (2) Rules within the CCS platform decide which treatment is required, including the (3) appropriate channel and timing for customer contact.  (4) Once the communication has been resolved, any customer actions or resolutions are recorded back into the core systems by a batch file upload or web services interface.

Products

FICO® Customer Communication Services

Product overview

As consumer service expectations rise and consumers expand their use of different communication channels, organizations of all types (banks, utilities, auto manufacturers, telecommunications firms and insurers) are seeking ways to connect effectively at scale. FICO® Customer Communication Services deliver intelligent, scalable, two-way, automated voice, text, e-mail and mobile app notifications, with a human touch. FICO Customer Communication Services works alongside existing systems and processes to help organizations reduce fraud, collect more debt, improve customer service, and drive service renewals and product upsell. 

 

Product overview

As consumer service expectations rise and consumers expand their use of different communication channels, organizations of all types (banks, utilities, auto manufacturers, telecommunications firms and insurers) are seeking ways to connect effectively at scale. FICO® Customer Communication Services deliver intelligent, scalable, two-way, automated voice, text, e-mail and mobile app notifications, with a human touch. FICO Customer Communication Services works alongside existing systems and processes to help organizations reduce fraud, collect more debt, improve customer service, and drive service renewals and product upsell. 

 

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Leading home insurer boosts retention through proactive policyholder “win back” communications

“This level of proactive, automated activity will provide more capacity for retention specialists to engage with policyholders who prefer direct contact with a human agent.”