OpenSpan provides solutions for Contact Centers, ERP & CRM Integration, Risk, Fraud and Compliance, BPM/BAM, etc., 
OpenSpan provides industry specific solutions for Insurance, Banking/Financial Services & Telecom. 
Better Business Processes Mean Better Customer Service
Leading insurers leverage high customer satisfaction ratings as key differentiators to attract and retain members. The front line of customer service excellence runs right through the contact center. Unfortunately, business processes in an insurance contact center are often among the most complex, involving highly sensitive personal information and plenty of regulations that create compliance concerns.
The good news is that OpenSpan can help insurers optimize call center processes to improve Customer Service Representative (CSR) productivity while reducing errors and ensuring compliance. Better news is that OpenSpan technology leverages your existing investment in call center technology to deliver optimized processes in a matter of days or weeks. There's no need to make customer service concerns wait for protracted IT integration or middleware projects. There's no requirement for APIs or source code. With OpenSpan's Desktop Automation technology, business process improvement is fast, and iterative changes to business rules can be easily added as your business needs dictate.
Many business process solutions rely on manual time-and-motion studies or abstract modeling techniques to understand business processes in their current state as well as defining process improvements. OpenSpan's Desktop Analytics software captures every step and action in your call center, as it actually happens. It's much easier to improve business processes when you have a complete picture of every task, every application launched, every data field modified and more.
How will OpenSpan technology help insurance companies improve customer service by optimizing contact center business processes? A few example use cases include the ability to:
- Reduce Data Entry for Customer Updates
- Establish Effective Processes and Customer Call Uniformity
- Streamline Post-Call Documentation
- Simplify Screen Navigation in the Call Center
- Monitor and Track CSR Interactions
- Integrate Multiple Applications
- Reduce Data Entry
for Customer Updates - Establish Effective Processes
and Customer Call Uniformity - Streamline Post-Call
Documentation - Simplify Screen Navigation
in the Call Center - Monitor and Track
CSR Interactions - Integrate Multiple
Applications
USE CASE: Reduce data entry for customer updates
When multiple systems are involved, accessing, editing and updating customer information can be time-consuming and prone to error. Learn how OpenSpan Desktop Automation can be used to automatically update information across multiple applications to streamline customer interactions, eliminate unnecessary steps and ensure better data quality.
USE CASE: Establish effective processes and customer call uniformity
Insurance contact centers use OpenSpan technology to add structure to the workflow for customer service reps, so that business policies and procedures are enforced. When customer interactions happen in a uniform way, CSRs need less training, and there's less room for error.
For example, OpenSpan can be used to consolidate customer data into a single 360° view, add process guidance during a workflow, make critical or regulated steps mandatory or automate the capture of required call notes for compliance purposes. More on call center process improvement.
USE CASE: Streamline post-call documentation
Documenting what takes place during each customer call is one of the CSR's most important tasks. OpenSpan can automate post-call wrap-up tasks to shorten handle time and provide more consistent call data across the entire call center.
USE CASE: Simplify screen navigation in the call center
Insurance CSRs often struggle to locate the right information needed to meet member or provider needs quickly, because the information often exists in several disparate systems. With OpenSpan Desktop Automation, these inefficient and time-consuming navigations can be simplified and the customer experience improved by giving CSRs a consolidated 360° view of customer information.
USE CASE: Monitor and track CSR interactions
Understanding application usage patterns allows you to quickly spot process bottlenecks and inefficiencies so they can be remediated. OpenSpan Desktop Analytics is powerful user process monitoring software that captures valuable information about CSRs usage patterns. This user activity information can also provide an audit trail for compliance purposes.
USE CASE: Integrate multiple applications
Claims, membership, billing, medical policy and many other applications are accessed by CSRs as they work directly with customers to their address needs. OpenSpan's Desktop Automation increases CSR effectiveness by integrating these applications to present the CSR with a simpler interface and faster navigation during tasks. It can even be used to deliver a composite interface.
Learn About:
Process Improvement for Insurance Membership and Back Office Operations
OpenSpan can improve the productivity and performance of end-users to reduce your administrative expenses. To learn more, please review the resources above, or Contact Us.
