Tag Archives: customer service

What Do Your Insured Members Look Like?

What Do Your Insured Members Look Like?

What Do Your Insured Members Look Like?

As I was changing my flight this morning, I needed to make sure that my checked bag made the change as well (because who wants to get to a meeting with nothing to wear but yoga pants and t-shirts?). During the conversation with the gate agent, I was told that the reservation system accessed through a phone call is separate from the flight system that the desk agent had access to. As a result the airport baggage folks had no idea that my flight had changed. The entire time I was working with the gate agent, I kept thinking that they needed a complete view of me as a customer. *I* don’t care that the systems aren’t integrated and sharing information, I only want my bag to make it where I’m going.

The same applies to insurers. Your members don’t care that you don’t have access to their enrollment information when they are calling about a claim. In order to provide better service to your members – you need to be able to get a complete 360 degree view of your members. If you can get a complete view of your insured members while they are talking to you on the phone – that will enable you to give them better customer service. You want to focus on your member’s experiences. This includes strengthening member relationships and fostering high levels of satisfaction to gain member’s trust and easing members’ concerns.

In many insurance companies, getting a complete picture of what each insured member looks like is cumbersome – with one system for enrolling members, another system for member benefit administration and a third for claims processing. These systems may be cumbersome legacy systems designed for an employer-focused market. These legacy systems have been modified over the years to accommodate changing market needs and government regulations. You may be able to access information from each of these systems over time through batch file transfer, reporting against the various systems or having a customer service representative interact with each system separately.

In order to be competitive in today’s marketplace with the focus changing from employers providing the insurance to the individual, you need to provide your members with the best possible service.

Imagine the confidence I would have in the airline that could easily change my flight and re-route my baggage and interact with me exactly the same whether I am speaking to someone on the phone or standing in front of a gate agent. Imagine how much better my customer satisfaction ratings would be as a result.

What do your insured members look like?

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Posted in Business Impact / Benefits, Customer Acquisition & Retention, Customer Services, Data Integration, Data Integration Platform, Healthcare, Real-Time | Tagged , , , , , , | Leave a comment

How A Single View of Your Customer Helps You Better Manage your Customer Service (Part Two)

Earlier in the week we talked about the first steps to “How A Single View of Your Customer Helps You Better Manage your Customer Service”

Now we will be continuing our steps by taking you from point of delivering your product/service all the way through to renewal/returns. (more…)

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Posted in Cloud Computing, Customer Acquisition & Retention, Customer Services, Master Data Management | Tagged , , , , , , | Leave a comment

How Can A Single View of Your Customer Helps You Better Manage your Customer Service? (Part One)

One thing we all have in common in this modern world, is that we have all, at some point in our lives, been on the receiving end of poor customer service.

Don’t get me wrong, a career in customer service is not an easy one, and I’m sure there are many service providers out there who have been wrongly on the receiving end of an angry customer, for reasons out of the businesses hands, that’s another topic in itself. It is hard, however, to ignore that one thing companies often fail on heavily is providing a timely, easy to access and appropriate level of service for their customers. (more…)

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Posted in Cloud Computing, Master Data Management | Tagged , , , , , , , | Leave a comment

MDM for Improved Customer Service

Dennis Moore, senior vice president and general manager, Master Data Management, Informatica, discusses how MDM can help companies improve customer service.

During this video, Dennis answers the following questions:

  • What did you discuss at the 2012 European MDM product advisory council?
  • With the holiday season upon us, how can companies use MDM to best serve their customers?
  • What have other industries learned from Retail? How can they apply what you have shared with us today?

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Posted in Master Data Management, Vertical | Tagged , , | Leave a comment

360° View of the Citizen: Governments Strive to Improve Customer Service

“The public deserves competent, efficient, and responsive service from the Federal Government.  Executive departments and agencies must continuously evaluate their performance in meeting this standard and work to improve it.”  whitehouse.gov (Executive Order 13571, 1993)

For government organizations striving to improve customer service, the path to success has not always been easy. Incremental improvement initiatives have only provided a marginal return. As previously discussed, these initiatives have fallen drastically short of the win-win scenario threshold. Further, demand for new, better, and faster services is out pacing the ability of these already strapped organizations to deliver on additional capabilities.  Budget cuts, new regulations, high staff retirement rates, and a plethora of competing priorities seem to derail the best intentions.  (more…)

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Posted in Public Sector, Vertical | Tagged , , | Leave a comment

360° View of the Citizen: Dream or Reality: What is a 360° View?

What is a 360° View of the Citizen? Not a new question, but perhaps one that is not been completely understood by government. Is the 360° View just the latest buzz word or pipedream, or a real solution for governments that can drive new levels of customer service, while also addressing some of the greatest challenges facing governments today including the dramatic requirement to reduce costs, improve service delivery, decrease error rates, and impact positive outcomes?  Given the siloed nature of government, a 360° View may seem elusive at best or incompletely unrealistic to some. But, some forward-thinking governments are already well down the path of achieving a 360° View of the Citizen and using the power of this approach to improve customer service, meet the increasing demand for transparency, reducing improper payments, waste, fraud, and abuse, impact better program outcomes, and drive positive policy changes.  (more…)

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Posted in Public Sector, Vertical | Tagged | 2 Comments

Why You Need to Re-think Implementing An Integrated Customer Service Hub

In the evolution of Billing ‘thinking’ for Telcos we’ve seen everything from ‘All you can eat’ offers to ‘Another coin in the slot’. But this perennial business process black-hole can prove to be an area that can add to a Telcos armory in retaining and keeping happy its corporate customers. Not only this but following on from lessons learnt by the Financial Services community it can provide early warnings of customer, partner and service exposure, significant benefits to any organisations Revenue Assurance efforts.

The Integrated Customer Service Hub has evolved to allow customers, frequently the high value corporate organisations, on-line access firstly to Billing information then expanding to encompass other operational data such as new service orders and provisioning data, trouble tickets and service usage data. Increasingly customers are requiring being more in control of their services and so the hub has further evolved to allow customer self-servicing allowing them to place orders and receive information in the format that works for them not just their telecommunications service supplier. (more…)

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Posted in B2B, B2B Data Exchange, Data Transformation, Uncategorized | Tagged , , , , , , | Leave a comment

Why MDM and Data Quality is Such a Big Deal for Big Data

Big Data is the confluence of three major technology trends hitting the industry right now: Big Transaction Data (describing the enormous growing volumes of transactional data within the enterprise), Big Interaction Data (describing new types of data such as Social Media data that are impacting the enterprise), and Big Data Processing (describing new ways of processing data such as Hadoop). If you can imagine companies having problems with business-critical master data such as customers, products, accounts, and locations at current data volumes, now that problem is compounded many-fold with the growth into Big Data. That’s where MDM and Data Quality come in as the fundamental solutions. So, why is MDM and Data Quality such a big deal for Big Data? (more…)

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Posted in Big Data, Customer Acquisition & Retention, Data Aggregation, Data Governance, Data Integration, Data Quality, Enterprise Data Management, Identity Resolution, Informatica 9.1, Informatica Events, Master Data Management, Profiling, Scorecarding | Tagged , , , , , , , , , , , , , , , , | Leave a comment

Harnessing Social Media With Informatica

Improving sales and service through customer centricity requires listening to and understanding your customers. And where are customers speaking these days?

You guessed it—social media. Just think about it. Each day, customers tweet 50 million times on Twitter and update their Facebook status 60 million times. Add in LinkedIn and user reviews and YouTube and blog commentary and more and you’ve got a customer data gold mine and a new frontier for marketing.

(more…)

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Posted in Cloud Computing, Customer Acquisition & Retention, Customer Services, Customers, Data Aggregation, Data Governance, Data Integration, Data Integration Platform, Data Quality, Data Synchronization, Enterprise Data Management, Financial Services, Healthcare, Identity Resolution, Master Data Management, Pervasive Data Quality, Public Sector, Telecommunications, Vertical | Tagged , , , , , , , , , , , , , , , , , , | 2 Comments

Demolish The Wrong House? There’s A Lesson Here

“Pittsburgh man latest to have home accidentally demolished”

That was the headline of this amazing story about a guy that comes back from vacation to….. well… nothing.  Luckily he hadn’t moved in yet but he was almost done with improvements and preparing to have his large family take residence.

Even more mind blowing was that this isn’t such a rare occurrence. The story detailed three other such happenings with examples of blame laid on a faulty GPS, wrong side of the street errors and pranksters who moved a ‘condemned’ sign. Hmm, call me progressive, but might one double and triple check for accuracy in such situations?  You even get many chances before someone turns off your gas or the credit card. (more…)

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Posted in Business Impact / Benefits, Complex Event Processing, Customer Services, Customers, Master Data Management, Real-Time, Uncategorized | Tagged , , , | Leave a comment