If you’ve been in the insurance business for a while, you remember the days when “customer retention” meant sending a few lovely holiday cards and sending out customer feedback surveys. Those were the days, right?
Today, customers have more choices than ever, and they’re more informed than ever. That’s a good thing, but it also means that your competition could be doing a better job at keeping customers than you are. In this fast-paced, digital world, customers are sadly ready to jump ship whenever they’re kept waiting. Their lives are too busy these days to give you much patience.
Document Management: Your Way to Wow Customers
So what’s the solution? Beyond those holiday cards and customer surveys, consider investing in document management. Although document management may seem unrelated to customer retention at first glance, insurance companies are using it to improve their customer service. Here’s how.
Most customers are lost at points of inconvenience. It’s inconvenient to wait on hold for a long period (in fact, research shows you only have 13 minutes before your customer turns to your competition). It’s inconvenient to wait for a settlement. It’s inconvenient to ask repeatedly for an update on your claim. Insurance companies are using document management to access all necessary information in a lightning-quick manner.
- You can shorten settlement times with case management platforms
- You can answer customer questions quickly by accessing information digitally with powerful search functions
- You can work wherever you are rather than processing paperwork back at the office.
- You can communicate more consistently with customers through easy document share functions.
Document management keeps customers happy by organizing your information effectively and putting you in the driver’s seat of your documents. Learn more today by contacting Capital Business Systems.