Customer Experience Management
Happy Customers Are Loyal Customers
Today's customers expect rapid response, 24x7 service, multi-channel access and a comprehensive up-to-date view of their profile. Customers are more price-sensitive, willing to shop around and switch providers. Compound these realities with unprecedented competitive pressure and it is clear that satisfying customers in order to retain them is a smart move.
For example, a 30-year-old woman who is purchasing her first home wants an immediate quote for homeowner’s insurance from the same company that provides her auto insurance. She wants to get the quote online without talking to multiple people, making multiple calls, repeating her information, or dealing with redundant paperwork and separate processes. When she has an accident, she wants to take a picture of the damaged fender on her mobile phone and send it using a mobile phone application to her carrier.
With TIBCO's real-time infrastructure and automated process management, insurers can offer their customers a truly customer-centric experience. This includes up-to-the-second information, multi-channel access, and immediate response such as quoting and the ability to purchase multiple products across lines of business, regardless of the back-end environment.