How Australian insurers can improve UX and CX with workflow management systems

As consumer expectations grow, the importance of customer experience (CX) and user experience (UX) has proven to be what matters most to the public. With consumer choice at an all-time high across all industries, customers have the luxury of aligning with service providers that deliver hyperpersonalised services that are also easy to navigate from their point of view.

This is particularly true across the insurance industry, where digital transformation has let businesses that were once in-person only expand their offerings, and thus their clientele, through online support and digitised workflow management.

The digitisation of administrative and processing systems like workflow management improves both UX and CX in a number of key ways:

Automation lets humans handle human tasks

The introduction of automation to process-heavy businesses has been a game changer. Not only are menial tasks done quicker and to a higher standard than before, but machines can continually process data at all times of the day. This means that output can continue indefinitely as human staff focus on higher-value, in-person interactions.

For example, EstImage Motor and EstImage Property also leverage automation to help reduce the risk of insurance fraud, by automating the process of identifying potentially fraudulent or duplicate claims. This is achieved by scanning the insurer’s database using pre-set criteria and alerting users to any duplicate data present on multiple claims.

Smart tech and AI alleviate stress and protect losses

As insurers embrace new smart technologies and artificial intelligence (AI) interfaces, CX and UX can be improved while businesses benefit from added security measures. Employing smart technology lets insurers provide consistent assessments while offering additional on-site features.

Stelvio’s EstImage Motor solution, for example, harnesses the power of AI to review images as they are uploaded to the platform and automatically tags each photo with a pre-set label, such as labelling a photo of a registration or licence plate as “registration”.

Customisable options provide a personalised experience

Customisation is not just an innovative way to create a unique CX, but a great opportunity for organisations to improve their overall workflow. EstImage Motor, for example, can adapt the system process to more accurately reflect a client’s workflow with the use of mandatory fields or rules. This helps to provide a more seamless UX by automatically taking users to the item they have missed, which not only speeds up the processing time but also increases accuracy in the information collected.

Stelvio has been working as a trusted partner providing secure cloud-based insurance software solutions to Australian insurers for the past two decades through EstImage Motor and the wider EstImage suite of products. To learn more about how Stelvio and EstImage can create an improved UX and CX for your organisation, contact our specialist team today.