Talisma has announced that its V6 solution has been deployed by ICICI Lombard, a provider of customised insurance solutions, in order to enhanced customer service through quicker and more accurate claims processing.
ICICI Lombard’s customer service representatives now access a single screen view that provides a 360-degree view of the customer and a complete audit trail of all customer interactions.This interaction includes contact information, customer profiles, appointments, and service requests, regardless of communication method (chat, email, or phone). The improved speed and accuracy of claims processing, powered by Talisma v6, has led to increased customer retention rates for ICICI Lombard.
Accordind to Talisma , this deployment has allowed ICICI Lombard to map its internal claims processes, eliminating the need for call centre agents to process and forward each document individually to the company’s Claims Managers.
‘Our CRM strategy spans the entire organisation from front-office to back-office. It is a commitment that we have made to put customers at the heart of our company. We are focused on using multi-channel and self-service capabilities to help in our business growth. With the success of Talisma v6, we plan to expand the footprint to include our partners through Talisma’s Web client, giving them access to relevant functions over the internet,’ said Mr. Sudhir Salian, Head – IT & Retail , ICICI Lombard .
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