Mutual Benefit Group (MBG) has a focus on improving customer service. The leading insurance provider for automobiles, homes, and businesses. One area that it felt needed improvement was its claims processes. It uses the Duck Creek OnDemand claims platform, which manages the operational processes efficiently and was not looking to change, but rather enhance the customer experience. It looked at the extensive list of solution partners available to Duck Creek OnDemand users and decided to investigate SPLICE software and its automated communication platform.
MBG has several objectives from the implementation of SPLICE Software:
- Enhance the customer experience with personalized text messaging at the thirteen touch points of the claims process
- Help employees utilize time spend more efficiently
- Lead more strategic communication programs by boosting customer engagement throughout the claims process
The project
The first element of the project was to use SPLICE to collect and manage customer consent to use the automated messaging solution. This enables MBG to give customers the choice of opt-in. Once the opt-in was given, integration to the claim’s platform enables MBG to send personalised messages automatically at the different points of the claims process, freeing up time for employees and keeping customers informed. This would have also reduced the inbound enquiries from customers eager to learn about progress, though MBP did not reveal how much.
Having completed the project, MBG decided to extend the usage of SPLICE with a second program that included a customer survey and collected NPS data using an application within SPLICE Software. MBG now informs customers of progress through the claims process and can collect feedback about the customer experience to further improve it. This has already proven useful. After some negative feedback, MBG was able to improve the process, something that it would have been completely unaware of in the past and led to a reduction in customer satisfaction and possibly customers.
Shannon Davis, AVP Claims, MBG, commented, “SPLICE is responsive, energetic, professional; making these 2 projects fun and successful! They are very knowledgeable and kept me informed throughout the process. There were no surprises in either implementation, and that is invaluable.”
Enterprise Times: What does this mean
While neither the press release nor the case study reveals many quantitative benefits from the implementation, an NPS Score of 84 indicates that the focus on customer experience has paid off for MBG. Perhaps surprisingly, only 18% of customers opted into the service. What isn’t clear is whether MBG is also using the email component of SPLICE to communicate with customers as well.
Tara Kelly, CEO of SPLICE Software, commented, “Within the last two years, nearly everyone has made adjustments to their policyholder experience, so adding a more comprehensive approach to NPS just makes sense.”
MBP has benefited from the rich ecosystem that Duck Creek provides and with SPLICE Software, it has improved its customer engagement and has the means to measure NPS and further improve it.
