Below is the 12th of 13 Novarica Research Council Impact Award nominee case studies that INN is presenting, in no particular order. The awards, which will be presented at the research and advisory firm’s November 14th event in New York, honor best practices in insurance industry IT initiatives and strategy.
PEMCO Mutual Insurance Company knew that to improve customer service, its customer service representatives needed a comprehensive understanding of the customer. So, in 2010, as part of multi-year strategic program to improve customer experience, the midsize personal lines insurer initiated two SQL Server-based projects: Smart Search, which enables CSRs to quickly find the right customer without exact spelling or policy number, and The Hub, which offers a consolidated customer overview with links to policy, billing, claims, and open call-back reminders, and also links to other household members.
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