Self Service
Self Service
On-boardingOn-boarding
ClaimsClaims
InstantPolicy
InstantPolicy
Mobility Platform for Insurers
To keep pace with the ever increasing demand for
real-time customer service, shifting to mobility has
become inevitable for the insurance industry. In
today's scenario, where real-time servicing of
customer requests 'on the fly' has become a norm,
mobile technology seems ideally positioned to
enable insurers gain a competitive advantage.
Mobile solutions enable faster and improved
communications between customers, field agents,
and the central processing office of the insurer.
Adopting mobile technology can help insurers
enhance customers' experiences, increase
productivity, while keeping a check on costs, and
mitigating operational risks.
Leveraging mobile technology across the core areas
of the insurance value chain—from customer on-
boarding, policy issuance through claims
settlement—insurers can achieve real benefits at
affordable price points. Moreover, mobile solutions
have made customer-self service a reality, allowing
customers to access their policy information, locate
agents, pay premiums and apply for claims over
their mobile devices.
Newgen's innovative Mobility Platform, for insurers,
ZapIn, combines our expertise in the areas of
Imaging, Business Process Management and
Enterprise Content Management with the new age
mobile technology, to offer customer service
representatives, field executives, and consumers
anytime-anywhere access to services on their
mobile devices.
The Requirement
SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT
Redefining Customer Experiences
Key Mobility DriversŸ Enhance customer experience
Ÿ Insatiable demand for real-time customer services
Ÿ Reduce customer-facing business process cycle times
Ÿ Consumerization of smartphones/tablets
Ÿ Differentiation and future revenue
Ÿ Relationships are going mobile
Use Case Scenarios
Point of Sale
The key question an insurer needs to answer is not
whether it should embrace mobile solutions but what
are the usage scenarios where application of mobile
technology can be most effective. Below are the four
key use cases for application of a mobile solution in an
insurance organization.
Field-sales executives are the company's first point of
contact with the customer. They need to be well
equipped to conduct customer need analysis, educate
potential customers, and influence their decision
making, while delivering an unmatched customer
experience. Moreover, capturing information first time
right, at point of customer contact, and initiating its
processing in real time is a challenge both in terms of
time and cost. Insurers can use mobile technology to
support their 'Point of Sale' through all the stages of the
sales lifecycle from lead management, customer on-
boarding, to policy servicing.
ZapIn facilitates interactions between the field-sales
staff, their offices, and their clients. It provides sales
executives with necessary functionalities to accelerate
the sales cycle and enhance their productivity:
Ÿ Application login and tracking: Allows a field-sales
executive to, capture high quality images of the
physical application forms and supporting
documents along with the key metadata, and transfer
the information to the processing center in real time,
to initiate instant processing for on-boarding; enables
tracking of application status
Ÿ Lead Management: View assigned leads, search lead,
schedule tasks, follow up, and view pending items,
alerts and notifications
Ÿ Customer need analysis: Depending on
demographics, lifestyle, spend patterns and future
needs this feature suggests the right products for a
particular customer
Ÿ Sales toolkit: Latest product brochures, videos and
other marketing material
Ÿ Customer servicing and retention tools: Alerts/pop
up reminders, customer query updates, grievance
handling, reminders for key events like birthdays,
wedding anniversary etc.
Ÿ MIS Reporting
Ÿ Online training & development
Instant Policy Issuance
Typically an insurer takes few days to few weeks to
issue a policy to a customer. The entire process
comprises of several steps, including premium
calculation, document collection, issuance of payment
receipt and cover note (in case of motor insurance),
exception handling, transfer of documents from
branch office to the central processing center,
reference check, e-mail acknowledgement to the
customer, and finally issuance of policy document to
the customer.
ZapIn redefines customer experience by enabling
insurers to issue policies in a matter of few minutes.
The solution enables customer service representatives
to access real time information, policy quotes and
SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT
India ranks 5th in number of smartphone users,
and has shown one of the highest year-on-year
growth rates (in smartphones).
— KPCB's Mary Meeker Report, 2012
new policy features, using their mobile phones or
tablets. Further, the representative can capture
customer details, calculate premiums, collect payment
details, and generate the policy instantly, which would
simultaneously be e-mailed to the customer.
Claims Management is arguably the most important
process in the insurance value chain. To retain and
acquire customers in an increasingly competitive
insurance landscape, organizations need to focus on
making their customers' claims experience completely
hassle-free.
The field executives, who support claims adjustment,
perform majority of their work while on the move. They
need to access claim information at field locations,
while investigating claims and assessing damage. ZapIn,
allows these executives to access necessary case details
on their mobile devices, while enabling them to capture
and upload to the claims management system, any
relevant information related to the incident, such as
photographs of the damage, in real time. Thus, the
processing and settlement of claims becomes much
faster.
The rise in penetration of mobile devices, presents an
opportunity for insurers to improve customers'
Claims Management
Customer Self-Service
experience.
and communication capabilities through mobile
devices, insurers can gain competitive advantage,
while simplifying processes, and reducing
administrative costs.
ZapIn, can be used for providing convenient
customer self-service tools, enabling customers to
access their account details, keep track of payment
dates, check status of service requests, and file claims
online, using their mobile phones or tablets. For e.g.,
in case a customer needs to file a motor insurance
claim, he/she can use ZapIn to capture a picture of
the damaged vehicle, record his/her statement in
voice/text and send the claim intimation instantly.
By offering convenient self-service tools
Smartphone accounted for 51.63 percent of Web
usage in India, as of August 2012.
— StatCounter
SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT
Newgen's implementation at ICICI
Bank won the Asian BFSI Award, 2012
for “Best use of Mobile Technology
in Financial Services”
Fig: Key Benefits of Mobility
Increase in Policies sold
Reduced attrition
Increasedrenewals &referrals
Reduced cost per transaction
Reduced customerservice calls
Revenue Generation
Focus Areas
Superior Customer Experiences2
3
4
Reduced Costs
Improved Operational Efficiency
Instant Policy issuance &servicing
Better self service tools
Reducedcycle time foron-boarding,claims & servicing
Efficient case routingand tracking
Transparentprocesses
About Newgen
• Leading Global Provider of Business Process Management (BPM), Enterprise Content Management (ECM) & Customer
Communication Management (CCM)
• 1000+ installations across 50 countries
• Solutions for Banking, Insurance, Healthcare, BPO/SSCs, Telecom and Government
• Credited with some of the world's largest implementations
• Innovative culture, consistent R&D investments, 35 patents
• Employee strength 1100+
• Certified for ISO 9001:2008, ISO 27001:2005 and CMMI Level3
India
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New Delhi - 110 067 INDIA
Tel: +91-11-4077 0100,
+91-11-2696 3571, 2696 4733
Fax: +91-11-2685 6936
Email: [email protected]
For Sales Query: +91 11 40773769
Newgen Software Technologies Ltd.
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Newgen Software Technologies Ltd.
Off No: 314, Building No: 3
P O Box. 500297,
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Tel: +971 44541365
Fax: +971 44541364
Email: [email protected]
For Sales Query: +44 (0) 2036 514805
+973-1-619-8002
Americas
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Tel: +1-703-749-2855
Tel: +1-703-439-0703
Email: [email protected]
For Sales Query: +1 (202) 800 7783
Asia Pacific
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Fax: +65 6221 6923
Email: [email protected]
For Sales Query: +65 3157 6189
SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT
Copyright © 2013 Newgen Software Technologies Limited. All rights reserved
Newgen's innovative Enterprise Mobility Platform,
ZapIn, leverages Newgen's advanced imaging
capabilities to ensure high quality document images
and minimal size. The captured data and
documents/images are transferred to back-office via
a 3G/GPRS/EDGE data connection, in real time.
Further, the solution ensures First-Time-Right by
enforcing business rules and logic so that all key
information and documents are captured accurately
and the process gets initiated instantly. ZapIn is
available both on mobile phones and tablets.
ZapIn is highly secure, as it encrypts all data stored
on device and also that gets transferred over the
network. Only registered mobile/tablet devices are
allowed to communicate with the ZapIn server,
ensuring safety and security of customer
information.
Key Features! Advanced imaging capability to capture good
quality document images
! Image Quality Analysis and auto correction for common image issues like skew, darkness, noise etc.
! Highly compressed images for faster transfer over mobile networks
! Can be easily integrated into existing mobile solutions or can be used as stand-alone applications
! End to End security including advanced access control, data encryption on device and digital signatures
! Available on Android/iOS
ZapIn – Enterprise Mobility Platform