Manage pricing across all channels to provide value for money to customers and intermediaries, driving increased sales.
Create and maintain a personal and relevant dialogue with individual customers and markets, across communication and distribution channels, to learn more about them and improve conversions.
Manage high-quality, rich, and inspirational digital content across all distribution channels and touch points. The objective is to drive higher customer engagement with the insurer and its intermediaries as efficiently and effectively as possible.
Understand your customers to develop the vision, proposition, business model, roadmap, and business case to deliver to the customers’ needs.
Monitor and optimise the performance of your business across all channels to improve efficiency, enabling higher profitability and margins.
Use a single view of data for all strategic, tactical, and operational decision-making to improve accuracy, avoid duplication and increase insight.
With our proprietary Insurance Digital Maturity Assessment Framework, an objective assessment can be performed on seven key areas. We develop a business case and transformation roadmap, define the end objective and a rationale for change and cite financial and non-financial benefits. We also evaluate the operating model of the insurer and suggest changes to achieve digital maturity.
Capgemini can help insurers evaluate and implement the right technology platform to meet current and future needs. We provide enterprise integration services that enable seamless communication across all claims, policy and billing systems and leverage an agile methodology that results in accelerated time to deploy and market.
Other services include architecture analysis, custom solution development, implementation of third party software, and cloud orchestration services. Additionally, we can manage insurance applications to help optimise processes and lower the total cost of ownership.
We implement services specific to each channel of the insurer, comprising of contact centre transformation, virtual agent desktop, mobile strategy, mobile applications development, online portal development, telematics and document management.
We also provide social media strategy and execution to enable social media listening capabilities. As an example, ACE integrates with LeadSift, a Salesforce partner application that adds natural language and contextual capabilities to conventional keyword searches. This enables insurers to analyse Twitter communications for leads and customer-service cases—to be pro-active in engaging consumers, both for sales and service.
Cross-channel integration of applications and processes enables insurers to have a seamless presence across a physical location, web, and mobile to provide a consistent customer experience across channels. For example, the ACE Customer Self Service application integrates with a vision-based connected car platform from Caruma Technologies, providing functionality to insurers and consumers based on powerful telematics and video insights. Customers of insurers implementing ACE can access Driving Behavior Profiles and Youth Driver Controls, and they will also have the option to share incident video/data from Caruma with the insurer as part of the first notice of loss (FNOL) process—all from within the ACE Customer Self Service application.
ACE also makes agents more productive by providing greater customer insight, real-time product knowledge, efficient interaction, and higher conversion ratios. Expert services are offered to implement this Agency Portal app and to integrate Agency Management functionality for carriers.
CRM and Analytics
With CRM and analytics for P&C and life insurance, insurers can have quick and easy access to customer information for better decision-making capabilities. An insurer can also monitor and analyse behaviors and outcomes in the spheres of marketing, pricing, next best action, and fraud.
We have experience developing dashboards to provide a single view of customers and insights into operational and decision analytics.
Customer experience drives enterprise-wide benefits
Capgemini provides consistent and seamless customer experience across multiple channels and devices, which enables richer, more proactive relationships with insurance customers. We support effective and streamlined quotation, renewal, and cross-sell processes to help insurers create new offers and build the brand.
Exclusive set of tools and practices
Our Insurance All Channel Experience Framework contains innovative best practices, including a transformation and strategy roadmap, rapid design visualisation, and reusable technology assets. The ACE Insurance Maturity Model provides an external, objective assessment of an insurer’s current capability to deliver on customer expectations.
We assess an insurer’s current level of maturity across seven key areas across channels and work with key stakeholders to build a vision and roadmap which clearly defines the end goal and how an insurer can get there. The business case sets out the rationale for change, along with financial and non-financial benefits.
Deep domain knowledge and insurance expertise
Capgemini has over 400 insurance clients across the globe including 12 of the 15 world’s largest insurers. Our global insurance capabilities include over 5,000 dedicated insurance professionals, a world-class infrastructure that includes a Channel Centre of Excellence and test labs to provide “start up touch and feel” experience, and strategic alliances with leading vendors Salesforce.com, Kony, Pegasystems, Thunderhead and Guidewire.