Engage clients and connect with brokers over private digital channels
Insurance firms play a vital role in helping people prevent loss and recover from catastrophe. With their core mission being to deliver peace of mind to their clients, firms must do everything they can to accommodate client demands. This means providing an accessible, dependable and deeply personalised client experience. Implementing the right digital strategy by bringing everything together in one readily accessible platform is crucial to those goals.
Given how important insurance is to clients, customers expect full visibility of their policies and accessible engagement with representatives. This means being able to interact through a wide range of digital channels promptly and reliably.
Today’s insurance firms must prioritise omnichannel experiences to accommodate the rapidly diversifying range of demands. This now applies throughout every stage of the buyer journey and to every interaction between the client and the firm thereafter. Client satisfaction depends on having a connected and accessible digital presence across all the channels they use. Insurance firms should establish virtual firms that provide instantly accessible one-stop experiences to all their clients. This should be available across all devices and platforms.
One of the biggest challenges facing the insurance sector is establishing a single, consistent and persistent relationship with clients who engage representatives across multiple channels. Digital transformation is helping firms unify and streamline these experiences by bolstering their technological capabilities. This lets them perform a large number of functions in a way that’s convenient to clients.
At the same time, an over-reliance on certain digital technologies, particularly things like chatbots and autoresponders, comes with the risk of dehumanising business-to-client interactions. In a sector that depends heavily on taking a personalised approach to clients, it’s more important than ever to focus on humanising technology. In fact, digital transformation is as much about connecting and engaging people and processes as it is about technology.
A successful digital transformation strategy enables persistent client relationships across the full range of mediums today’s customers use, including text messaging, video meetings and document-sharing. Insurance is a high-touch service that depends on all these features.
Managing and protecting secure interactions is critical in any digital transformation, so creating a protected space with a one-stop app allows firms to offer their clients a private digital channel wherever they are with bank-grade security for confidential documentation and communications. Firms need to maintain full visibility into their data, including every customer interaction, to ensure regulatory compliance and confidentiality. In an industry that’s built on trust and integrity, insurance firms must place information governance at the top of their digital transformation strategies.
Digital transformation revolves around building and maintaining a complete and auditable trail of data, which includes every customer interaction. Moxtra’s OneStop Portal unites things such as document-sharing, customer messaging, collaboration, task management and meetings to help simplify information governance and reduce risk. For brokers, it means a tethered connection to corporate headquarters for notifications and communications, and for clients, this greater visibility means faster delivery of service.
Perhaps the most common misconception about digital transformation is that it’s a destination: a singular project with a beginning, middle and end. But given the rapid pace of technological advancement and the changing consumer habits that come with it, this approach doesn’t suit any business well in the longer term. Rather, digital transformation is a continuing strategy, a journey that exists as long as the organisation itself exists. It’s about scaling with and adapting to future demands, rather than risking succumbing to obsolescence later on. Deploying a digital strategy on a platform that is built to scale is crucial, as building an application from scratch could be obsolete in a few years, given the rapid pace of technological innovation.
A key concept of digital transformation is business resiliency. It’s about adapting to constant change through continuous improvement and regular testing. There’s no better way to ensure business continuity than by establishing a one-stop digital destination for your business that incorporates every aspect of a physical firm and is vastly more convenient for today’s customers.
Moxtra helps insurance companies deliver premier service to their customers through secure, branded web and mobile portals. Get started with your OneStop Portal today.
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