SEEC Inc., a provider of legacy modernization solutions for insurance, financial services and manufacturing, and Enterprise Web provider Plumtree Software announced that North Carolina Farm Bureau Insurance Group (NCFB) has selected SEEC’s Plumtree-powered customer service application.
This application will be integrated to NCFB’s corporate portal as part of its Policy Center Community and will reportedly allow employees to more easily view policy, billing, and claims history.
The Policy Center, built with SEEC’s application components and the Plumtree Enterprise Web Suite software, brings all of NCFB’s core systems together into a new, powerful composite application enabling NCFB staff to access and view policy holder information in real-time.
“SEEC was able to deliver a working proof of concept in under four weeks, proving that it could provide the capabilities to meet our high standards for usability and to streamline key business processes,” said Todd Dixon, portal project manager of NCFB. “The SEEC customer service application powered by Plumtree will be available initially to our internal user community with future plans to deploy to our external network of 800 agents. With the application in place, our agents will have a consolidated view of the data they rely on to easily handle customer inquiries, eliminating the need to jump from screen to screen to answer specific questions. We believe that by having easier access to information, we will immediately see efficiency improvements that will directly impact our bottom line.”
SEEC’s component based integrated customer service application for NCFB’s Policy Center Community will provide employees with a single view of customer information in real-time across disparate policy, billing, claims and other systems.
The SEEC application can reportedly provide NCFB employees with the tools to reduce customer service time and costs, improve customer satisfaction, and more effectively up-sell and cross-sell through its customer call centers. In the future, the same application can be used by NCFB to provide customers and agents with self-service capabilities that could reportedly result in significantly reduced costs.
Through the Policy Center Community NCFB employees are able to:
— Create granular, personalized dashboards for different roles and business functions, organizing the content and application services needed for employees to do their jobs more effectively;
— Gain centralized access to policy holder information, billing detail and claims history;
— Issue comprehensive searches for client policy information, documents, project information and application services through a single search experience;
— Use services from legacy, mainframe applications for policy management and claims history, without reauthenticating;
— Categorize thousands of forms, ratings and business manuals, and other documents into a searchable content directory, and then snapshot relevant content into the personalized user experiences; and
— Integrate powerful new services for collaboration and Web publishing alongside core legacy insurance applications.
SEEC delivers customized insurance applications using a library of pre-defined process components. These insurance process components are designed to streamline and automate the common sales, service, and claims processes of insurance carriers. The applications help reduce costs, increase productivity, improve agent and customer satisfaction and increase sales. From a single, personalized screen, customers, agents and call center staff can quickly and efficiently:
— Process policy endorsements;
— Initiate electronic funds transfers and payments;
— Generate real-time policy quotes;
— View policy, claim and payment information; and
— Process name, address and other policy holder changes across multiple lines of business.
The SEEC customer service application is offered as a stand-alone solution or as an add-on to existing SEEC or Plumtree products. To learn more about the offering, visit www.seec.com.
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