VeriTouch for Insurance

Become the best-in-class insurer in terms of sales, marketing and customer experience

by putting CRM at the core of your Digital Transformation

As a vertical solution built on top of Dynamics 365, VeriTouch enables insurance companies to place customer relationship management at the core of their digital transformation journeys. It consolidates data from the organization's back- end systems and digital channels to provide a unified front end with standardized processes. The solution provides acquisition, development, retention and loyalty capabilities in an omni-channel architecture.

VeriTouch offers many advanced features such as Contact Center Agent Dashboard, Brokerage and Agent Management, Claim Capture & Tracking, Dynamic Case Management and Digital Onboarding to create better engagements with the customers for improved cross-selling and retention. These features become integral part of an insurance company’s automated workflows; ensuring they can quickly and easily monitor productivity, turnaround times, process and compliance governance, and service improvements.

Ultimately, all of these feed into an insurance company that is best-in-class in terms of sales, marketing and customer experience.

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Key Features

Single View of the Customer
(Retail & Corporate)

This module brings together all of a customer’s data across every channel and interaction point into one single source of detailed customer insight. The key features include:

A consolidated view of all customer policies, offers, opportunities, service requests and payments
Handling interactions with a customer easily with a set of visual indicators
Displaying an overview of notes and activities associated with the customer in an interaction timeline
Capturing new customer interactions and communications
Creating alerts for retention and compliance

Single View of the Broker

This view provides all information about the broker including the broker's segments, employees and all interaction history. Insurance companies use this view to manage brokers’ pipeline, commissions, targets, actuals along with the brokers’ portfolio which includes drill-down charts, performance reports and alert mechanism.

The single view gives an overview of both retail and corporate policies in a single platform. It also allows insurers to get information about claim requests, total claim amounts, service requests and complaints.

Complaints Management & Service Requests

The best way to improve complaint resolution is to ensure that the customer tells his story only once. This module enables insurers to manage complaints from end to end. It offers operational excellence by providing automated processes for the resolution of complaints and service requests. Once a complaint or a request is captured, it’s automatically routed to relevant back office queues for fulfillment.

Capturing complaints and service requests with structured entry of details
SLA’s and escalations on complaints, requests and resolution activities
Root Cause Analysis
Segment, priority and channel driven routing and assignment
Configuration driven resolution process stages for any type of complaint or service request
Monitoring dashboard and reports