Insurance companies often employ different professional groups for customer acquisition and customer care – sales representatives in the field and inside sales or general agents. They sell their products and settle contracts with existing and new customers. All correspondence, customer information and contracts are scanned and stored as PDFs – but no one ever looks at the exact details, such as due dates or exclusions, again afterwards. Accordingly, customer service representatives do not know when their customers are likely to cancel their insurance contracts or which policies need to be adjusted, when a child is born, for example. They can therefore only make customers new and better offers reactively.
Instead, it would be an advantage if employees could actively approach their customers in advance of the due date to offer them a renewal or adjustment of the contract – perhaps at better conditions – and thus increase customer experience, loyalty, and retention. Aparavi makes this possible: thanks to the Deep Intelligence Engine, account managers can easily search their customers’ contracts specifically with just a few clicks to see when their contracts are due for renewal, and set up reminders to contact the customers in time.