Improving Our IT Platform
Infinity is also in the process of migrating to one back-office system based on service oriented architecture, which will improve our claims and customer service platforms.
Becoming More Responsive
We understand that today’s consumers seek on-demand service from insurance companies. Responding to higher customer expectations, in 2008 we invested in two exciting technology improvements.
Infinity’s customer service department recently implemented Genesys software which, using computer-telephony-integration (“CTI”), will allow us to consistently provide a positive experience to our customers by reducing call handle times and by providing our customer service representatives business intelligence about the calls they service. We can also use the software’s output data on call patterns to improve workforce management and to improve business processes so that some calls can be serviced by automated systems that provide even faster resolution for our customers.
New SPSS software can score claims on a real-time basis, which enables us to deploy personnel with the required expertise to evaluate the loss and accelerate the claim payment process. Immediately when a loss is reported this cutting edge predictive technology evaluates the claim and provides real time direction to the call center representative to assure that all of the information necessary to adjust the claim is obtained during first contact. This tool significantly streamlines the claims handling process.