Customer Relationship Management (CRM) challenges in the Insurance Industry

• A mature market where growth is achieved by obtaining market share from competitors;
• To do so, Insurance companies must provide multiple channels in which to conduct business;
• Churn is prevalent, and retaining customers key to growth and success.

At Response Marketing we thrive on understanding customer needs and life events, and proactively cross-selling to customers based on those needs.

Response Marketing provides outsourced contact center solutions for various types of insurance providers, including:

• General insurance;
• Property & casualty;
• Life & health;

Our insurance solutions are designed to identify and achieve significant improvements in:

• Operational efficiency;
• Cost reduction and revenue generation;
• Speed to market.

Our capabilities extend to sales and service across a full range of insurance products.

Our experience includes:

• Phone and web-based sales;
• Claims;
• Status and management;
• Address changes
• ID card requests;
• Credit/MVR processing policy information inquiries;
• Loan requests;
• Eligibility status;
• Complaint handling;
• Payment inquiries
• Payment/premium processing.

Response Marketing's range of services specific to the Insurance industry includes:

Acquisition:

• Custom outbound/inbound solutions;
• Appointment setting;
• Direct response programs;
• Data capture and enhancement;
• Lead generation and qualification;
• New product introduction;
• Welcome calls;
• Policy owner marketing.

Customer Care:

• Customer care and service;
• Member services;
• Policy status/billing inquiries;
• Loyalty programs;
• After-hours service;
• Satisfaction surveys;
• Roadside assistance.