Customer relationships are often a pivotal point for many companies. Companies put in extra effort to create and foster organic communication with their clients.
Unfortunately, insurance companies often lag behind. Many are notorious for relying on outdated legacy systems instead of adapting to new technologies.
The Relationship Between Insurance Companies and Clients
This relationship isn’t always positive. Insurance is a product we buy to protect ourselves from potential scenarios. No one ever wants to make a claim, and if they do, it’s often under less than favorable conditions.
However, many insurance companies are working to address this reality. For 90 percent of insurance companies in North America, customer experience is a priority initiative.
Insurers understand that the way they communicate with their customers is directly correlated to the customer experience.
What Can an Insurance Company Do to Improve Communication?
It’s simple— Unified Communications (UC). UC is the integration of all communication services in an organization into one platform.
Beyond that, there is ‘Unified Communications as a Service’ (UCaaS). UCaaS is still unified communications, but with the added benefit of combining the communication platforms via the cloud, thereby significantly increasing collaboration.
UCaaS is often used by businesses to improve communication between teams and provide a more collaborative environment. Insurance companies can use this to their advantage.
Insurance Companies and Updated Phone Systems – UCaaS
Ever heard of Voice over Internet Protocol (VoIP)? This is a type of UCaaS that improves communication over the phone.
Essentially, it takes telephone communications, routes them through phones, and over a network to the internet.
UCaaS includes a variety of features, from call routing to call recording, forwarding to voicemails, and more.
Here are a few reasons an insurance company might benefit from making the switch to UCaaS and upgrading their phone systems.
1. UCaaS and Increased Productivity
With UCaaS, an insurance company can streamline its communication over the internet. Employees can easily access their work tools and official lines from anywhere. It provides more flexibility for the company as well.
This integrated system makes communication tools readily available, from instant messaging to emails and video calling, thus creating a more personalized service for the clients.
Think 24/7 customer service without steep costs or employee stress!
Consider adding a Customer Relationship Management (CRM) system. The CRM makes all client data available in just a few clicks.
2. Cost Savings
Many people wrongly assume that making the switch from a traditional phone system to a modern one will be expensive. A VoIP system eliminates the need to maintain separate networks for voice and data, which cuts costs.
When you add UCaaS, all systems are further integrated into one system—that’s a lot of value for your money.
3. Security and Less Downtime
Insurance companies have access to client data and sensitive personal information. There is no such thing as being too careful when it comes to data security.
Upgrading your phone system means you get a more secure system. Increased security means less downtime, which translates to the continuity of business.
While some might argue that having multiple channels in one platform increases the risk of security breaches, modern UCaaS combats this issue with a Session Border Control (SBC). It manages all channels of communication and includes end-to-end encryption in case of a multi-tenancy situation.
4. Less Stress on the Business
If all hardware and software are combined into one centralized unit, there will be a connected reduction in the number of separate units a company has to deal with. This simplifies company operations.
5. Increased Accuracy
Features of VoIP such as caller ID and call monitoring make it easier for businesses to identify their callers. Plus, with a CRM, they are well-equipped to deal with each customer in a targeted manner. This ensures increased accuracy and overall improved services.
Ultimately, UCaaS is the way forward for business. Insurance companies, especially, can benefit and improve communication with their clients. For this reason, upgrading their phone systems is a natural next step. Reach out to VoxNet to learn more.