CSR24 by Artizan Internet Services
CSR24 is the only 24/7 Customer Care solution designed for the insurance industry that combines the Internet with telephone access so you can interact with your customers whichever way they want. Offering extended service hours and options is a competitive advantage for your agency helping you to retain valuable customers and secure new business.
Internet
Customers can service themselves via the Internet when it’s convenient to them. CSR24’s Internet Module allows your customers 24 hours a day, 7 days a week access to their insurance information. They can view their policy information, request changes and issue their own insurance forms such as Auto ID Cards and Certificates of Insurance. Immediate gratification translates into satisfied customers.
How it works
- Customer information is regularly uploaded from a variety of agency management systems to an Internet database.
- Customer requested policy changes are sent to the agency as an email with an attached ACORD AL3 transaction record. This AL3 attachment can be forwarded to the carrier and/or processed internally.
- Automatic carrier notification is planned via the emerging XML messaging specification.
- Partnerships with other Internet entities are planned to facilitate new business rating, after hours servicing by licensed agents, insurance specific content, stock quotes and area weather forecasts.
Call Center
Maybe your customer base isn't as Internet-savvy as other parts of the country. Maybe they don't care to be. CSR24’s Telephony Module also allows your agency to provide 24/7 (human) telephone servicing to your customers without the expense of staffing around the clock. Using the CSR24 Internet Module, CSR24 operators can answer questions, receive claims and request policy changes on behalf of your customers at any time of the day or night.
How it worksCSR24 leverages the strength of our Artizan state-of-the-art call center services. Artizan telephone service representatives access the same information and functions that your customers are able to on-line. This allows us to help them perform a wide variety of customer service transactions right over the phone.
We understand that only licensed agents can handle certain requests that your customers may make. Therefore, we will not council your customers or infer or interpret coverage in any way. All such requests are directed back to the agency for assistance. Furthermore, all transactions are carefully scripted to make sure that the caller understands that no transaction is complete until they have heard back from their agent with confirmation. In the unlikely event of a dispute, all calls are recorded and the transaction data archived to ensure that the call can be reconstructed and the issue resolved.
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