Customer experience management — something we at TIBCO call Turning Customers into Fans — is a fast-emerging conversation happening across a wide variety of companies to include retail, financial services, and travel. TIBCO’s insurance customer, NFU Mutual, took the stage at Transform 2013 in London to talk about how they’re excelling at turning their customers into fans using TIBCO software.
“It’s about time.”
Tim Mann, the NFU Mutual CIO who joined the organization in 2010, talked about his remit to modernize the company’s IT and to put technology at the center of the business. Interestingly, the insurance business has very few touch points for turning customers into fans, other than annual renewals or administrative calls. Because of this, the way claims are handled becomes even more critical as it sticks in the customer’s mind and defines their customer service in an outsized way.
NFU Mutual is moving from a paper-based service in nine service centers to a paperless system that needs to share the workload across regional centers seamlessly. As Mann says, “It’s about time.” NFU Mutual started by performing process redesign for their case management activities using TIBCO Nimbus.
Built on TIBCO
Those processes are now supported by an electronic case management system that takes real-time information from their TIBCO enterprise service to populating real-time analytics in TIBCO Spotfire. Using TIBCO’s integration, NFU Mutual has real-time, operational analytics across their business (using TIBCO AMX BPM) in a way that allows it to distribute workload on their call centers as customer service volumes rise and fall.
When it comes to Turning Customers into Fans, there are a few more critical hotspots than just the customer service center.