Building A More Consistent Digital Customer Experience

  • 10%

    10% increase in conversion rates

  • Higher customer satisfaction with reduced cost to serve

Contact us to overcome your Intelligent Automation challenges, with rapid data-driven assessment, independent advice, and transformation services.

Using intelligent automation for a digital transformation to enhance the customer journey.

Overview

Digital transformation means something different to every business – reflecting where you are now and where you want to get to. But in Davies’ experience, intelligent automation can be invaluable in every transformation, connecting old ways of working with new – as our recent and current projects demonstrate.

An insurer which primarily operates on a white label basis wanted to offer a more consistent customer experience across all brands and all channels. It recognised automation could be a central enabler of this – both to support customer self-service and to streamline assisted service.

 

Our Approach

The client worked with one of Davies’ specialist automation partners to develop an intuitive portal for sales and service. The portal, which could be readily rebranded for each client, provided a single gateway to dozens of behind the scenes processes – from quotes to purchase transactions to renewals and policy changes. Many of the processes were largely automated, responding rapidly to the information the customer enters.

Everything worked easily from the user perspective, with no discernible handover between systems. Contact centre advisors had a similar portal, so they could see what customers were viewing, making assistance easy.

Return on Investment

The introduction of the portal led to a 10% increase in conversion rates for some of the insurer’s clients; it also led to higher customer satisfaction, while reducing cost to serve. The insurer worked with Davies and our partner to build a similar portal to automate claims handling.

Contact us to overcome your Intelligent Automation challenges, with rapid data-driven assessment, independent advice, and transformation services.

Chris Mcilduff
Chief Customer Officer
E. chris.mcilduff@davies-group.com

Michael Anderson
Vice President
US/Canada
E. michael.anderson@davies-group.com

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