Vibrant, personalized digital experiences that feel authentic are a sure way into your customers’ hearts.
Unfortunately, those intuitive, lasting customer experiences don’t build themselves, and the “modern legacy” core systems many insurers run on have roadblocks that stop great customer experiences before they can even start.
When it comes to maintaining close customer relationships and reducing churn, a customer-centric core system is the golden ticket. Policy-centric setups, on the other hand, make customers feel like numbers in a system. Because everything is driven around the policy — not the customer — it can feel like insurers only care about customers as a source of income, rather than acting as their financial guardians.
But if switching to customer-centric operations only required changing philosophies, everyone would’ve done it already.
Unfortunately, the modern legacy cores many carriers use aren’t up to the task: Their closed architecture, hard-coding, siloed operations, and poor integration capabilities all stand in the way of centering everything on the customer and creating seamless customer experiences.
The scalable, cloud-native EIS Suite™ enables the free flow of data needed to unite disparate systems where customer info is stored.
Its open architecture and thousands of APIs allow seamless integrations with internal and external systems. Then, CustomerCore™ — the customer-centric heart of EIS Suite — organizes relevant historical and real-time data from those systems into comprehensive customer profiles. This info becomes the building blocks of data-driven, strategic marketing initiatives and personalized customer experiences that help ambitious insurers grow.
Equipped with CustomerCore, easy-to-use UI tooling, and intelligent workflow automation tools in EIS Platform™, insurers cover multiple bases:
Meanwhile, other EIS solutions like ClaimCore® and ClaimSmart™ focus on making claims processing — the most customer-visible phase of the insurance lifecycle — more transparent and easier to manage. From the first notice of loss to final claim resolution, these solutions keep the customer in the loop while machine learning anti-fraud models watch out for the carrier’s bottom line.
esure, one of the UK’s top P&C insurers, adopted EIS Suite and saw several of their key customer-facing processes speed up: Both the buyer journey and claims journey grew 30% faster after esure’s EIS-powered platform was up and running.
Tower’s digital transformation with EIS Suite helped the property lines carrier reach more customers than ever in New Zealand and the Pacific Islands. More than 50% of tasks and transactions completed in the New Zealand market are now done digitally, while prospects in Fiji were impressed enough by the potential of digital experiences to increase sales via the EIS-powered platform from 23% to 88%.
Both Tower and esure can now seamlessly integrate with distribution partners through the open API framework of EIS Suite — allowing marketing campaigns to be more intuitive, personalized, and effective.
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