Customer and Account Lifecycle Management

Ease of doing business is front and center to insurers’ revenue and market share growth initiatives. Unfortunately, policyholder and agent/broker expectations for service often outstrip the capabilities of existing systems that were created to provide core functions for specific product lines. Exigen Customer and Account Lifecycle Management is one of the industry’s most complete integrated solutions for managing business operations. 

The Exigen Customer and Account Lifecycle Management solution is powered by Exigen Insurance Process Backbone (IPB). It uses a service-oriented architecture to optimize management of customer and account information and processes. It integrates Exigen Insurance Solutions’ own core business services or leverages existing enterprise or third party policy, claims and billing systems.

Exigen Customer and Account Lifecycle Management solves the problem of inflexible legacy systems and business silos to provide a consistent customer experience across channels, increase agents' readiness to sell and improve operational efficiency. The solution offers a 360-degree view that encapsulates all pertinent CRM information and all account information, such as products and services, transaction history and current activities. Customer communications across all channels — self-service, contact center, correspondence — are queued with the ability to drill-down to the details with a simple click.  For instance, in a contact center setting, a customer can be identified while in queue and all relevant information related to the business context is swept and delivered to the best-matched available CSR. 

The solution’s virtual data model eliminates synchronization issues and hides legacy systems’ limitations and complexities. The result is improved customer interaction and service quality while lowering cost and time to completion. Uniform role-based access to information and functions reduce training time and increase user productivity. Furthermore, process integration and optimized task distribution closes the loop between front and back office by monitoring all activities and task performance with necessary escalations to assure timely completion. Self-service functionality for brokers and business partners increases ease of doing business while eliminating redundant data entry, and role-based access to information and rules-based provision of functionality increases the degree of autonomy while increasing control.

Key Features

• Supports business processes with easy to use "smart forms" for data entry and validation
• Enhanced sales, customer service and communications via integrated contact center, correspondence and self-service channels
• Pre-integrated CTI capabilities ranging from simple call routing to skill-based task distribution
• Unified customer and account views with detailed history of account information, policy information, payments and transactions   
• Customer activities and progress notes with the ability to hide information based on authorization levels
• Automatic generation, capture, organization and management of all documents related to an account and/or customer in electronic file folders
• Prioritized queues with itemized task lists for all applicable current and future activities with detailed measurement, monitoring and escalation of service levels associated with each task and activity
• Customized workspaces that reflect individual profiles of each user (including roles, skill levels, and scope of responsibility and authorization)
• Customized reports or other content may be pushed to or retrieved by the users based on needs and authority