on-demand customer communication management (ccm)

Customer Communication

Management ScreenCam

On-Demand Customer Communication

for Car Insurance Policy Origination

Process Demo for On-Demand CCM

Frontend (Customer View)

Backend( Service Provider)

Customer lands on the company’s Insurance portal and clicks on the tab above to proceed further

Customer is directed to this page to select from the options above

Based on the customer type selected, corresponding drop down pops out

Reference fileds for further correspondence

On pressing the Proceed button a transaction is triggered in the OmniFlow at the backend which can only be viewed by

the supervisor

Reference fileds for further correspondence

Process at the Backend

(Service Provider)

Process Modeler for Car Insurance- Origination process – On-Demand CCM

End customer shall initiate the process on the web by entering the Insurance portal

Based on the information entered by the customer, a transaction is initiated in the

Newgen’s automation solution OmniFlow at the backend

Calculations and premium quote generation is done by the rules management(BRMS) & output Management (O2MS)Solution within

Newgen’s integrated CCM suite.

Mail bearing the premium quote in the html format is triggered from the Omniflow for

reference & future correspondence.

Incase the customer needs to buy the policy later , corresponding transactions remains in the prospect review stage in the OmniFlow

for 90days

Incase the customer decides to buy the policy, makes payments online on the

integrated payment framework.

On successful payments policy is issued along with a mail trigger and the case

closure in the OmniFlow at the backend.

This Newgen’s is web based OmniFlow log-in screen

Supervisor logs in the Omniflow web desktop

Transaction has been initiated in the quotation queue of the OmniFlow.

Based on the Plan type, City, Brand, Model etc. selected the template may vary accordingly.

Dropdown selection for Brand and Model selection

Prospect keys in minimum mandatory details in all the fields with validations

Real time calculation of Premium and Quote Generation on the fly by Newgen’s

Integrated Rule based & Output Management Solutions.

Enforcing Branding guidelines

Targeted promotions & offers

Single statement template for multiple distributions

Newgen’s On -Demand CCM solution presents the quotation via multiple distribution channels like html mail,

auto generated pdf quote for customers reference.

Prospect has the option of save & buy the policy later or go ahead with the buying at the succeeding steps.

On tapping the save and buy later the system validates by

providing a Ticket Number for reference

Web Presentment of the reference quote as one of the multiple distribution channels , a part of Newgen’s CCM Solution

After the review of the previous quote when the prospect agrees to buy the policy, enters the company’s Insurance portal again.

Prospect selects in the visited user

Prospect enters the unique details as filled earlier

These unique details are the reference to the previous communication

Information corresponding to the previous communications if fetched from the databases created at the backend.

Customer can review the data entered in the fields during his previous engagement.

Necessary changes like change in the city, policy start date etc. can also be made on the fly.

For the customer reference a fresh quote is generated as a pdf and an auto generated mail on the predefined template with necessary changes (if any) in premium amount, policy start date

etc..

When customer agrees to buy the policy presses this key

Customer is routed to the payment screen which is integrated with the payment gateway.

Customer enters his card details and proceeds further to buy the car insurance policy

System Validates a popup to confirm for the buying of the insurance policy.

Newgen’s Output Management System generates the final policy document over a fixed template and a mail is triggered to the

customer for confirming the policy buy out.

Important information on the policy document

Calculation data as per Newgen’s Rules

Management Solution

Promotions and offers

Definitions

Important information

regarding the policy .

Final confirmation of the policy issuance along with the html mail and the pdf documents.

The case is closed in the Omniflow on the policy buyout.

Thank You

Newgen Software Technologies Ltd A-6, Satsang Vihar MargQutab Institutional AreaNew Delhi - 110067, IndiaTel: +91-11-26963571

Newgen Software Inc1364 Beverly Rd., Ste. 300McLean, VA 22101, USA Tel: +1 (703) 749-2855