Comprehensive Policyholder View
Get a 360 Degree view of your policyholders using D365. Access a consolidated profile that includes detailed information about the policyholder's history, interactions, communication preferences, complaints, cases, and claims.
Integrate with your insurance system to include policy information including policy number, policy type, policy expiration dates in a single view in Dynamics 365.
Leverage Microsoft CoPilot AI Assistant to keep track of upcoming actions and deadlines to ensure agents to never miss an important follow-up task.
Complaints Management
Create and manage support tickets/issues in Microsoft Dynamics 365. Streamline case history tracking, call and inquiry handling, and escalations. Automate assignment of cases to customer service agents to ensure cases are routed to the most qualified agent for resolution, based on skills, workload, and availability. Resolve complaints quicker with automated knowledge base article recommendations based on the complaint.
Claims Workflow
Manage the lifecycle of an insurance claim with Unify Dots accelerator for Insurance. Agents or bots can capture all information related to claim and track the workflow from the initial filing through to resolution. Capture and record all relevant information related to a claim, including policyholder details, incident description, claim summary, loss information, assessment status and document repository. Store, organize, and retrieve claim-related documents, such as photos, videos, police reports, and medical records, to improve data organization and accessibility. A service-oriented architecture allows D365 to easily integrate with your claims management system. Customers can view the status of their claims by logging into the customer self-service portal.
Service-Level Agreements (SLAs)
Track important metrics like response time, resolution time, customer satisfaction for both cases and claims in D365. Define success criteria, warnings, and escalations or send alerts to managers if SLAs are not met.
Self-Service Portal
Policyholders can review their insurance policy details, access the knowledge base to get help and manage communication preferences and update contact information through the customer portal. Policyholders can also create a claim with required details, and request changes to their insurance policy with the D365 powered policyholder portal. Reduce customer service agent time by using AI powered chatbots that can answer general questions as well as questions specific to their policy. Setup community forums to allow customers to post questions and receive answers from other customers, as well as company representatives.
Customer Surveys
Create surveys and track responses with D365 Customer Voice. Design surveys using prebuilt templates that you can tailor to your specific needs. Automatically distribute surveys to customers once an issue is resolved or an interaction is completed
Monitor satisfaction metrics including customer satisfaction (CSAT), net promoter score (NPS), and customer sentiment.
Service Dashboards and Reports
Track and measure key performance indicators related to agent efficiency, resolution effectiveness, response times, resolution times and policyholder satisfaction levels in D365.
Gain easy interpretation of data with charts and graphs.
