mobile insurance industry brief

Responding to enquiries when away from your desk

To resolve customer enquiries, employees will require access to sensitive customer information. To protect this data many insurance firms have adopted Mobile Device Management technology. This has resulted in a more productive workforce, as they only need to carry one device, the one they want. But how do you ensure that customers are receiving the right level of service when employees are using their personal phone for mobile working?

smartnumbers mobile addresses the final problem with BYOD – business voice applications. smartnumbers provides a second GSM mobile number on employees’ personal mobile devices. For added security, smartnumbers mobile is designed to be used within Mobile Device Management solutions, such as Good Dynamics, so employees can quickly find and call business contacts using their business mobile number.

When employees are unavailable, calls can be delegated to a colleague to ensure that customers can always speak with someone and have their enquiry answered. This strengthens the customer relationship and builds trust with the insurance provider.

Faced with increased regulation, recent years have been tough for insurance firms. Combined with price sensitive clients, and, improving customer satisfaction is crucial to developing long-term sustainable profits. To add to this, new players are entering the market, intensifying competition thus further driving down profits.

To address these issues, insurance firms are striving to be more customer centric. Like many other industries, insurance firms are implementing technology to provide innovative customer engagement methods and reduce costs.

Customers want to communicate using the method most convenient to them, and they expect to have their enquiry resolved quickly. This could be through a web portal, social media, by telephone or via a smartphone app.

Given the pressure to be more readily contactable, how do insurance brokers ensure that client enquiries are dealt with promptly when out of the office or away from their desk? It is inconvenient and expensive for staff to carry two phones, so it should come as no surprise that more than a third of insurance businesses have adopted BYOD.

For more information or to order please contact the smartnumbers sales team on 020 3162 3030 or visit www.smartnumbers.com

mobile

smartnumbers mobile plus features in depth

GSM quality calls – A true business class GSM service. – Ensures the highest call quality and availability wherever there is a mobile signal. – Avoids the need for softphones, VoIP or other low quality call services.

Security and FCA compliance– Enables full compliance with FCA COB 11.8, including the requirement for

organisations to record mobile calls. – Sends all mobile call recordings to a customer location for storage and retrieval. – Works with on-premise call recording equipment to ensure customers can store

and manage call recordings from both their fixed and mobile estates. – Works within Mobile Device Management solutions.

Dual persona – Manage your separate business and personal communications on one mobile. – Callers are given the choice to leave a voicemail or speak to a delegate when

calls go unanswered. – ‘Call Whispering’ allows you to identify when a call has been made to your business

mobile number before you accept the call.

Expense management – Separate billing for each of the two numbers on the mobile. – Ensure that personal calls are charged personally, while business calls are

automatically charged to the company.

Call redirection – Redirect calls to any phone (fixed, mobile or VoIP) when out-of-range or roaming.

Calls received on these devices, including services such as Skype, will also be recorded to compliance standards.

– Guaranteed call delivery, wherever you are.

Contacts – Access the Contact Directory for making calls. – Select a contact to dial or send an SMS message. – Presents the contact details of all incoming callers.

industry brief

Available on iOS and Android

iPhoneiPhones running iOS 7.0 or above.Available to download from the App Store.

Android Android devices running 4.0 (Ice Cream Sandwich) and above.Available to download from Google Play.

Network agnostic smartnumbers mobile runs on all UK mobile networks. Calls made using smartnumbers mobile are in-bundle on all UK mobile networks.

For more information or to order please contact the smartnumbers sales team on 020 3162 3030 or visit www.smartnumbers.com