By Samir Gulati, ServicePower
The insurance industry faces an ever-changing consumer environment and high-pressure customer interactions daily. By its nature, insurance representatives must interact with policyholders in difficult times and still provide calm and professional guidance to enhance the customer experience. In a typical insurance organization, especially those that offer property, casualty, and third-party service contracts or home warranties, a variety of field-based services are offered. Insurance adjusters and inspectors assessing claims on-site are often the main points of contact for customers.
By properly managing both employed and contracted insurance workers through field service management software, providers can access real-time field-based data for improved decision making. Insurers who leverage technology and empower adjusters with mobile solutions will better meet policyholder's requirements, improve customer satisfaction and the overall field service process, which results in increased retention, policy, and ancillary product sales.
Automate Outdated Management Processes
Many insurers rely on non-automated, manual decision-making processes to determine the best-matched inspector, adjuster, or the closest field team member to respond to a service request or claim. Through intelligent software solutions that leverage continuous optimization technology and utilize pre-calculated travel times, insurers are empowered to dynamically create schedules and reduce the overall cost of claim inspections and adjustments. Adjuster scheduling also can be automated to ensure the most optimal field adjusters, inspectors, or appraisers are scheduled, based on their skillset and geographical location as well as shift duration and other cost parameters.