CASE STUDY / DEVK - INSURANCE AND SURVEYORS
INTELLIGENT LOCATION DATA GIVES CONTACT CENTRES LIVE TOOLS TO MANAGE VEHICLE INSURANCE CLAIMS
- New, paperless workflows that cut time and cost
- Fast access, live proposal of the best contractor
- Reliable options proposed to the customer in time of distress
- Geocoded data integrated with the ERP system via web services
- Fast and precise location and service-related proximity search
- Data automation to improve accuracy, such as address checks
- Removal of manual processes whilst freely-definable priorities are maintained
THE CHALLENGE
DEVK operates 1,250 offices and employs 2,200 full-time and 3,600 part-time sales agents. When it comes to customer inquiries, around 600 members of staff in regional offices and 200 call centre workers look after the interests of the insured parties. They utilise a pool of roughly 13,000 contracted partners to provide services such as recovery transport in the event of a breakdown, and accredited workshops for accident repair appointments.THE SOLUTION
DEVK uses FLS LOCATOR to immediately offer its customers the best and fastest available contractor (partner). This allows costs to be cut while providing improved service. FLS LOCATOR accesses defined parameters to carry out a fast location and service-related proximity search. Contractor data is also be considered. Various companies in the local area can then be searched at the same time – such as the nearest breakdown service, but also the most affordable rental car company or suitable legal assistance. This leads to not only an excellent customer service, but a paperless process with very short processing times: A positive cost factor.Geocoding as a solution replaces address data such as a Post Codes, and accounts for the variations that affect locating a customer and their vehicle. Intelligent route planning conditions include time-of-day travel speeds, road type and road length. FLS data therefore enchances accuracy and removes the opportunity for human error by evolving multiple geolocation datasets into unique geocodes. It then combines geocodes into one solution that seamlessly integrates with DEVK's ERP. This also powers the information given to the customer when locating the appropriate and cost-optimised contractor for the planning of scheduled appointments for repairs.
THE RESULT
Thanks to reliable results within a matter of seconds, the centralised and precise search for contractual partners not only ensures significant cost savings, but also promotes balanced claims settlements and a continuous local presence that are second to none.WHERE IS YOUR OPTIMISATION POTENTIAL?
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