paragon customer communications and asurion · 2019-11-21 · transforming customer connections...
TRANSCRIPT
Transforming Customer Connections www.paragon-cc.co.uk
Paragon Customer Communications and Asurion
1
In Partnership
Transforming Customer Connections www.paragon-cc.co.uk
Asurion:
• Provides mobile technology device insurance
• White labelled by many brands
• Offer 24 hour device replacement
• Cover for loss, theft damage and malfunction
• 280 million customers across 18 countries
Transforming Customer Connections www.paragon-cc.co.uk
3
Paragon powers
billions of
connections
between
organisations and
their customers
each year
Transforming Customer Connections www.paragon-cc.co.uk
Asurion Requirement
A requirement to communicate with their EU end clients’ customers, in an automated manner, regulatory communications including:
• Welcome
• Contract
• Claims
Across a variety of channels including: Mobile, Digital vault, Email, Pack
= Mobile Brand
Transforming Customer Connections www.paragon-cc.co.uk
Solution
UK
France
Netherlands
Transforming Customer Connections www.paragon-cc.co.uk
Example CommsLetter Code Letter Description
BT102 Welcome Pack - Online & Tele sales Welcome Letter - plus terms & conditions
BT103 Welcome Pack - Retail sales Welcome Letter - plus terms & conditions
BT109 ONE SHOT - 25% EXCESS FEE
BT122 Terms Request - Online & Tele sales Customer wants another copy of the terms brochure
BT133 Terms Request -Retail sales Customer wants another copy of the terms brochure
BT301 Premium non-payment - NSF Monthly payment failed - payment collection request in event of NSF (301)
BT303 Premium non-payment - DD Failed other than NSFMonthly payment failed - payment collection request other than in event of NSF
BT304 Premium non-payment - DD Declined Monthly payment failed - payment collection request failed DD
BT402 Policy CancellationConfirmation of cancellation - variable copy based on reason for cancellation
BT403 Pending Cancellation - >6mth
BT404 Policy Cancellation - Deceased Confirmation of cancellation due to death
BT406 Policy Cancellation - Asurion Cancellation Notice
BT804 Policy Amendment
BT805 Policy Amendment - Out of Tier
BT903 Claim Denial Confirmation of claim denial with reason for denial
BT904 Application Decline Customer / Phone not eligible for cover
BTN02 Complaint AcknowledgmentCannot resolve complaint in 48 hours. Issue confirmation that we are investigating
BTN03 Complaint solved within 48-72 hours Issued within 48-72h of complaint being made
BTN05 Complaint Holding (generic)Issued at 2 weeks, 4 weeks and 8 weeks if complaint investigation is ongoing