The single consolidated view of all customer related interactions.
The Single View Of Customer (SVOC) is a consolidated view, of all internal and external information available to an insurer, mapped on to a single interface. The SVOC enables:
All interaction and business data is captured and represented on the SVOC interface in real-time allowing customer facing representatives to continue the conversation or engagement thread from one channel or user to the next
The SVOC application is customisable to different user roles in the Insurance firm such as Marketers, Agents, Underwriters or Claims Assessors, with the primary information provided being relevant and contextual to that role
It consolidates data across multiple internal systems allowing for better communication between traditionally separate teams and a more collaborative approach to customer service
The SVOC is a cloud native application that can be rapidly deployed at scale, with access from multiple channels such as mobile, tablets and personal computers
Remove duplicate records, sanitise existing data and consolidate the same on to a single source. Though this sounds simple and easy, multiple systems with disparate data and data structures store customer information which is not always consistent. SVOC effortlessly manages to consolidate all this information on to a single unifying interface, giving the insurer a more accurate view of the customer and therefore the ability to make accurate business decisions underpinned by reliable data.
Consolidates customer interaction and business data, including historical conversations, with different users, such as Agents, customer service representatives and marketing teams. Understands each customer’s journeys across different channels, to create a true omnichannel experience for the customer. Creates more personalised marketing and sales experiences that are augmented by deep understanding of the customer.
Find better opportunities using predictive analytics to cross-sell and upsell and use machine learning to get to know your customer’s behaviours and interactions. Improve customer engagement, enhance marketing and sales opportunities while creating more personalised products for your customers by leveraging these insights.
Relevant and contextual engagement
Better engagement with sharper and more targeted opportunities
Better customer insights to create more targeted communication
Faster resolution of queries and requests with consolidated and historical interaction data
Manage all engagement assets with reusable componentised assets