CRM - Customer Service Accelerator®

A Web 2.0-based software that integrates financial services companies’ customer-servicing functions across all interaction channels to ensure fast, consistent customer service, regardless of channel or reason for contact.

Today’s producers and customers expect to be able to interact with companies how and when they want, and receive instant gratification regardless of the channel or reason for contact. The financial services market is highly competitive and players must ensure rapid, consistent and high-quality service no matter what source – online self-service inquiries, email, web chat or mobile device - the contact comes from.

Most insurers operate multiple-policy administration systems that can support individual product lines; however, these increase the complexity of providing immediate, once-and-done responses. With customers demanding to see all their policies and contracts across multiple product lines, that challenge is magnified.

The Customer Service Accelerator® Solution
Customer Service Accelerator® is a Web 2.0-based software, built on CSC’s proven service-oriented architecture. It integrates customer-servicing functions across all interaction channels to improve the responsiveness and efficiency of your customer service operations and to support service improvements by expanding the ways your company can offer service. Its reporting capabilities extend well beyond the features offered by traditional administration, workflow and telephony systems. Customer Service Accelerator can be deployed as a rich, consolidated front end for multiple back-end systems or as components implemented as part of your CRM or business process management (BPM) strategy.

Why Customer Service Accelerator®?

• All interactions are centralized, no matter what source they come from, and provided in a composite view, making it easy to understand customer needs at any point of contact.
• All required relationship information located throughout your administration and CRM systems is consolidated, giving service representatives instant insight into each customer’s unique situation.
• Readily integrated into your Web portal, it allows customer transactions over the Internet to be secured and self-service features to inherit the look, feel and personalization properties of the portal.
• Offering an easy escalation point for personalized service, it provides a human touch to your self-service options.
• Vendor-agnostic as a result of its enterprise Java framework, it offers maximum flexibility.
• It is one of the only systems available that integrates with BPM and workflow to provide dynamic work management capabilities.
• Call time can be reduced and service representatives can make updates and perform other business functions without having to hand off tasks to the back office.
• A single, uniform way to connect to all administration platforms to offer a consistent service experience.
• Because most paper-based tasks are eliminated, claims can be processed more quickly and accurately, and regulatory compliance ensured.
• Customer Service Accelerator is proven in large, complex processing environments.

Why CSC?
With more than 98,000 employees worldwide, CSC is a global leader in providing technology-enabled business solutions and services. CSC offers clients the solutions they need to manage complexity, focus on core businesses, collaborate with partners and clients, and improve operations.

CSC makes a special point of understanding its clients and provides experts with real-world experience to work with them. For more than 50 years, clients in industries and governments worldwide have trusted CSC with their business process and information systems outsourcing, systems integration and consulting needs.

CSC was awarded the Data News Awards for Excellence “Systems Integrator of the Year” that confirms the importance CSC continues to place on delivering service excellence to its customers.