On-Demand Customer Communication Management (CCM)
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Transcript of On-Demand Customer Communication Management (CCM)
Customer Communication
Management ScreenCam
On-Demand Customer Communication
for Car Insurance Policy Origination
Process Demo for On-Demand CCM
Frontend (Customer View)
Backend( Service Provider)
Customer lands on the company’s Insurance portal and clicks on the tab above to proceed further
Customer is directed to this page to select from the options above
Based on the customer type selected, corresponding drop down pops out
Reference fileds for further correspondence
On pressing the Proceed button a transaction is triggered in the OmniFlow at the backend which can only be viewed by
the supervisor
Reference fileds for further correspondence
Process at the Backend
(Service Provider)
Process Modeler for Car Insurance- Origination process – On-Demand CCM
End customer shall initiate the process on the web by entering the Insurance portal
Based on the information entered by the customer, a transaction is initiated in the
Newgen’s automation solution OmniFlow at the backend
Calculations and premium quote generation is done by the rules management(BRMS) & output Management (O2MS)Solution within
Newgen’s integrated CCM suite.
Mail bearing the premium quote in the html format is triggered from the Omniflow for
reference & future correspondence.
Incase the customer needs to buy the policy later , corresponding transactions remains in the prospect review stage in the OmniFlow
for 90days
Incase the customer decides to buy the policy, makes payments online on the
integrated payment framework.
On successful payments policy is issued along with a mail trigger and the case
closure in the OmniFlow at the backend.
This Newgen’s is web based OmniFlow log-in screen
Supervisor logs in the Omniflow web desktop
Transaction has been initiated in the quotation queue of the OmniFlow.
Based on the Plan type, City, Brand, Model etc. selected the template may vary accordingly.
Dropdown selection for Brand and Model selection
Prospect keys in minimum mandatory details in all the fields with validations
Real time calculation of Premium and Quote Generation on the fly by Newgen’s
Integrated Rule based & Output Management Solutions.
Enforcing Branding guidelines
Targeted promotions & offers
Single statement template for multiple distributions
Newgen’s On -Demand CCM solution presents the quotation via multiple distribution channels like html mail,
auto generated pdf quote for customers reference.
Prospect has the option of save & buy the policy later or go ahead with the buying at the succeeding steps.
On tapping the save and buy later the system validates by
providing a Ticket Number for reference
Web Presentment of the reference quote as one of the multiple distribution channels , a part of Newgen’s CCM Solution
After the review of the previous quote when the prospect agrees to buy the policy, enters the company’s Insurance portal again.
Prospect selects in the visited user
Prospect enters the unique details as filled earlier
These unique details are the reference to the previous communication
Information corresponding to the previous communications if fetched from the databases created at the backend.
Customer can review the data entered in the fields during his previous engagement.
Necessary changes like change in the city, policy start date etc. can also be made on the fly.
For the customer reference a fresh quote is generated as a pdf and an auto generated mail on the predefined template with necessary changes (if any) in premium amount, policy start date
etc..
When customer agrees to buy the policy presses this key
Customer is routed to the payment screen which is integrated with the payment gateway.
Customer enters his card details and proceeds further to buy the car insurance policy
System Validates a popup to confirm for the buying of the insurance policy.
Newgen’s Output Management System generates the final policy document over a fixed template and a mail is triggered to the
customer for confirming the policy buy out.
Important information on the policy document
Calculation data as per Newgen’s Rules
Management Solution
Promotions and offers
Definitions
Important information
regarding the policy .
Final confirmation of the policy issuance along with the html mail and the pdf documents.
The case is closed in the Omniflow on the policy buyout.
Thank You
Newgen Software Technologies Ltd A-6, Satsang Vihar MargQutab Institutional AreaNew Delhi - 110067, IndiaTel: +91-11-26963571
Newgen Software Inc1364 Beverly Rd., Ste. 300McLean, VA 22101, USA Tel: +1 (703) 749-2855