Three ways technology can improve CX

The customer experience (CX) is pivotal for organisations across many different industries. Even if the benefits and cost savings you offer customers are amazing, one negative experience while making a claim might be all a customer needs to drive them towards a competitor for their motor vehicle insurance.

While your employees are your greatest asset when it comes to delivering outstanding CX, leveraging the latest technologies to streamline your internal processes and improve the employee experience can help keep employees more engaged, leading to even better customer interactions.

We’ve identified three ways that you can leverage the latest technologies to help your team deliver outstanding CX every time:

Work from wherever and whenever you need to: Australians have got a taste for the flexibility afforded to them by remote working. Using cloud-based technologies ensures your employees can access the tools and information they need whenever and wherever they need it. This lets them continue to provide exceptional support for customers when working remotely, either at home or in the field, without impacting customer response times.
Reduce time and energy needed for manual tasks: repetitive, manual tasks can be a drain on your employees’ time and energy. Consider leveraging automated registration and VIN lookup, market value, parts prices, and parts-versus-vehicle verification to reduce the time needed to complete these tasks manually and minimise potential errors. By using tools that employ automation to streamline processes, you can empower your employees to invest their time in more customer-centric tasks.
Improve communication: good communication is the foundation of good CX. By choosing tools and technologies that facilitate automated follow up communication with customers and other stakeholders, you can deliver more improved CX. By combining automated communication channels with cloud-based technologies, insurers and assessors can ensure that all stakeholders are informed in a timely manner, which can help to reduce delays and negative customer interactions.

EstImage Motor is a cloud-based assessment workflow management platform designed for in-house insurance assessors, independent assessors, and repairers working for insurers. It incorporates automation capabilities to streamline and simplify the assessment process, while also facilitating more efficient communication with customers and other stakeholders.

For more information on how EstImage Motor can help you improve CX, download the tip sheet or contact the EstImage team for more information.