Transform your services across the enterprise.
Customer Service Accelerator® is a Web 2.0 software application that helps North American financial services companies cut operating costs and deliver a richer producer and customer experience across all channels.
Customer Service Accelerator helps you manage increasingly diverse communication channels for consistent service regardless of the method of contact. All interactions — including emails, phone calls, Web chats, correspondence and interactive voice response — are centralized and displayed in a single view, making it easy to understand servicing needs at any point of contact.
Customer Service Accelerator integrates insurance policy and contract servicing functions across all of your interaction channels. Key features include a unified front end for your contact centers and back office as well as portal and Web 2.0 support for employees, producers and policyowners.
The browser-based, thin-client front end provides views to meet the needs of contact center representatives and back-office processors. This unified processing center masks the complexity of navigating multiple policy administration systems, making service faster and improving staff productivity.
Customer Service Accelerator orchestrates business processes across diverse systems, locations and lines of business. It can be deployed as a component that provides processing services to your existing customer relationship management, contact center, Web self-service or business process management applications. Customer Service Accelerator can also be deployed as a unified servicing center with a rich, role-based front end.
Web and Mobile Self-Service Capabilities
Customer Service Accelerator’s self-service capabilities include support for context-sensitive avatars and click-to-chat functions. Producers and policyholders can download DXC’s self-service mobile apps to their smartphones to enable processing more than 140 customer service functions whenever they want and wherever they are.
This software application surrounds and extends existing back-end processing systems to provide integration with Web 2.0 capabilities. The integration engine, based on ACORD industry standards, supports the data transformation and mapping to facilitate contact center, back-office and self-service capabilities. Its open architecture supports any type of administration system, and includes pre-built adapters and mapping to DXC’s CyberLife®, VANTAGE-ONE® and Wealth Management Accelerator®.
Customer Service Accelerator can improve the responsiveness and efficiency of your customer and producer service operations by streamlining and unifying service processes. In a single, unified application, it can enable the breakthrough improvements in self service that producers and customers expect and insurers seek. Take advantage of new opportunities for increasing customer contact and enhancing interactions across all channels — rather than simply managing service calls and back-end processing. You’ll lower your operating costs and provide the superior service your customers demand.
DXC’s Claims Management, a component of Customer Service Accelerator, helps organizations simplify the claims process for customers, employees, agents and third parties. It provides an innovative solution to meet a common industry problem — improving claims service while reducing costs. Claims Management is a comprehensive life insurance claims solution designed to provide claims management and processing support for a variety of claims types in a single system. The solution is focused on enabling financial services companies to increase productivity and reduce operational costs, ensure accurate and consistent claims decisions, improve service levels, and reduce backlogs.
With its common user interface for all claim types, policy administration system integration, image and work management, and business rules and calculation engine, Claims Management provides a flexible solution to manage the entire claims process — from initial notification through claim disposition and payment.
Common View of All Claims
Claims Management makes it possible to receive initial notification from a variety of sources, including mail, fax, email and call center. Notification details are recorded and can vary by type of claim.
A complete list of policies associated with the claims, as well as previous claims history, is immediately available to claims professionals to review and validate the claim. Claims can be automatically or manually routed to an examiner or other claims professional based on configurable business rules.
Claims Management also provides support for defining parties and designations, information requirements ordering and follow-up, claim and benefit calculations and adjustments, and quality checking and approval. Claims requiring special handling, such as contestable claims or claims requiring investigation, can be tracked and managed.
Support for All Processes and Claim Types
The software includes business process management (BPM) capabilities that enable organizations to adjust workflows quickly to meet changing business dynamics. In addition to basic work management capabilities such as scanning, imaging, work assignment and routing, it allows insurers to manage activities with multiple systems and outside vendors.
Claims Management’s support for all claim types in a single system provides companies with the opportunity to improve productivity, reduce training time and access consolidated claims data for increased management reporting and fraud detection. The configurable, rules-driven solution enables more accurate and consistent claims decisions and calculations.