Today, consumers across all industries crave – expect, really – personalized customer experiences. From the retail sector to the insurance realm, customers expect not only convenience throughout the purchasing process, but also want a personal touch. They don’t want to feel like a project or a task.
According to a 2022 article by professional services organization Ernst and Young, customers expect “compassion, convenience and trust — all while business is being conducted remotely rather than face-to-face. And amid the current economic turbulence, now is the time for insurers to develop more personalized, holistic and integrated solutions to be positioned for success now and in the new normal.”
Thus, as consumers buy insurance policies and use the policies to resolve property damage claims – in other words, as they work with both insurance providers and restoration contractors – consumers want the benefit and convenience of technology without sacrificing the feeling of being part of the claim resolution.
In today’s digital world, delivering personalized customer experiences hinges on the ability to provide omnichannel experiences – consistent, seamless experiences across multiple platforms. Across the property insurance ecosphere – from property insurance carriers to restoration contractors – companies must deliver omnichannel experiences to personalize the claims process for every policyholder.
In this post pandemic world, personalized customer experiences occur through omnichannel business operations. For example, if a policyholder files a claim on their laptop or desktop computer, they should be able to pick up right where they left off from their mobile devices – whether through a mobile application or a phone call with an agent.
When a policyholder starts a claim with their insurance provider, they are in a time of great instability. All relevant parties across the carrier and contractor sides must have the tools and the business processes in place to treat policyholders not only as projects to complete, but also as prioritized humans in their moment of need.
The Challenges of Providing Personalized, Omnichannel Experiences
Delivering integrated, personalized customer experiences over multiple platforms can be challenging for carriers and contractors, who manage geographically scattered clients and projects of varying needs and stages. They must provide these experiences, too, with a shrinking workforce. Getting personal is an obstacle when you are simply lacking in personnel.
Getting personal and maintaining consistency and clarity is also of the utmost importance in scenarios involving property insurance ecosphere professionals – from underwriters to technicians who go onsite to fix property damage. These interactions occur at a time when people are at their most vulnerable and need to understand what is happening with what is often their most valuable asset.
It is possible, though. It’s also surprisingly easy, too, with the right tool set.
The solution for property restoration contractors is to build their business processes on a digital ecosystem of technologies that facilitate their collaboration both with their carrier partners and with their customers (or policyholders).
Through these technologies, restoration businesses can integrate human touch with digital functionalities that bring convenience to the customer experience
Platforms and Applications to Optimize the Entire Customer Experience
As we have established, it may seem ironic, but the most sophisticated, multi-functional technologies serve as the glue that binds the human connections between service providers and their customers.
For restoration contractors, there are a collection of tools that enable them to provide the customized, omnichannel experiences that policyholders expect once they initiate an insurance claim.
First, they must have a holistic job management platform like the CoreLogic® Restoration Workspace™ (formerly known as DASH™) at the center of their digital architecture. Through the Restoration Workspace, contractors can manage the entire process from one platform – consistency, one centralized source of truth. It is the root from which all communication and collaboration happens.
CoreLogic’s Restoration Workspace is the basis for providing integrated, omnichannel personalized customer experiences. It optimizes business operations for contractors, saving them time by eliminating manual and administrative tasks. By automating and streamlining workflows, restoration contractors can focus on and prioritize customers. It also enables better, more accurate and consistent record-keeping so that everyone who works on a project has the same insights and data to fuel their strategies and decision-making.
The Restoration Workspace also has a full mobile application, enabling contractors and technicians to access data and to utilize avenues for collaboration with managers back at the office from wherever they are – at any time of the day. Then, updates made to documentation from the mobile application are automatically reflected in the desktop platform. People are always on the same page – so are able to provide consistent updates to customers who need information about their claims in progress.
With this convenience and with shortened project lifecycles, customers gain trust in contractors and feel overall more confident about the progress that is being performed on their home. With a robust job management platform, a restoration contractor can provide policyholders with customer experiences that exceed their expectations.
CoreLogic Claims | Scope
CoreLogic Claims | Scope™ – which integrates seamlessly with the CoreLogic Restoration Workspace – enables restoration contractors next-level collaboration with customers.
Scope is a mobile application that allows contractors, subcontractors, and customers to communicate with one another in a number of different ways. It provides photo and event flow – meaning, anyone with access to the application (including the policyholder/customer) can add photos. This enables everyone to get a look at the project that stands before them with objectivity and accuracy.
With the power of photo sharing, customers don’t have the pressure of describing damage to contractors, and contractors in turn do not have to rely on people who lack their expertise to help them prepare for jobs.
All parties can post notes about job status through job pages on Scope, too, so that every stakeholder has consistent data on progress.
From Scope, customers can also e-sign documents for convenience, which are automatically sent back to the centralized platform.
Powered by geolocation, Scope shows customers the ETA of technicians coming onsite so that they know when to prepare for laborers to be onsite. They have instant access to appointment and technician information so that there are no surprises when said technician arrives at their homes.
Finally, customers get to have their say through a rating system on Scope when the project is all said and done.
CoreLogic Restoration | CRM
Finally, every sophisticated sales organization has a customer relationship management (CRM) strategy, backed by technology that enables them to track sales opportunities and stay in touch with customers and prospects in the way that they want to be reached. The CoreLogic Restoration | CRM tracks every opportunity initiated by a member of a contractor’s sales force and automates workflows and enables salespeople to set touchpoint reminders to help them optimize relationships.
This CRM gives contractors a platform to manage their insurance partnerships with, as well as their relationships with the various people they serve through their restoration work.
CoreLogic’s CRM is a tool specifically for the restoration world – with email and other content templates and cadence schedules that make sense for a restoration contractor’s many different customers. Using this industry-specific CRM, contractors don’t have to be professional marketers to provide the omnichannel experiences that feel personal to customers. Through this tool, users can design successful marketing experiences with campaign structuring tools.
Other features that make it easy for contractors to operate smoothly as well as build customer relationships through personalized omnichannel experiences are referral tracking, automated contact prioritization, automated contact classification, and more.
Technology: The Way to Reach Human Expectations
While it may seem counterintuitive, growing companies in today’s increasingly uncertain world – especially in the insurance industry – need digital help to give their customers the human touch they crave in a world that demands hyper efficiency.
Learn how to strike the right balance over the omnichannel through CoreLogic Restoration Solutions.
Contact us today to learn more.
© 2023 CoreLogic, Inc. The CoreLogic statements and information in this blog post may not be reproduced or used in any form without express written permission. While all the CoreLogic statements and information are believed to be accurate, CoreLogic makes no representation or warranty as to the completeness or accuracy of the statements and information and assumes no responsibility whatsoever for the information and statements or any reliance thereon. CoreLogic®, Restoration Workspace™, and Scope™ are the trademarks of CoreLogic, Inc. and/or its subsidiaries.
