Personalizing the Insurance Workplace
As insurance companies move to an omnichannel and personalized brand experience, they often discover they need to support rich interactions among their workers, partners and customers. Enterprises today find value in providing instant and secure collaboration and service through all stages of the buyer’s journey. Communication and collaboration play key roles in success, and technology forms the backbone of a workplace experience that can happen anytime, anywhere.
How can the multifaceted insurance workplace meet these challenges? One way is to rethink the IT approach in a digital context and offer new ways to deliver workplace services to employees, and in some cases to the greater ecosystem, supporting the life cycle of an insurance policy. Read Personalizing the Workplace to learn how insurers are responding.
Putting People First
Workplace IT is often designed and deployed around technology first. Businesses introduce, implement and deploy tools in piecemeal fashion, resulting in a hodgepodge of solutions that leaves users feeling disconnected. Too much time — and money — are spent getting technology to work, which can aggravate workers, slow down the business and thwart efforts to connect the enterprise end to end.
Instead, by placing the focus on workers and their preferred workstyles, insurance organizations can shift attention back to a critical focus: people. Today’s companies need a workplace solution based on a unified technology model that fits the way people work. In short, organizations need to start with people and build the technology to meet their needs.
One tool in the toolbox is CSC MyWorkStyle, an integrated set of workplace solutions that aims to do just that. The managed-service solution extends from traditional PC device management to mobile devices, communications and collaboration tools, as well as having virtual desktop capabilities.
The CSC MyWorkStyle Advantage
CSC MyWorkStyle provides enterprises with a secure, device-independent, personalized and automated user experience that is orchestrated seamlessly and optimized for the user. In the complex world of insurance, with potentially thousands of apps that could be leveraged across a range of different worker groups, having secure access to the right applications is paramount to employee success.
Take, for example, the captive agent who needs instant access to dozens of sales tools, marketing materials, status of cases, leads and policyholder information — often on the go via a mobile device. This deskless worker requires secure mobile access to apps, data and collaboration tools. CSC can support this need on enterprise devices, BYO devices and virtual desktops. CSC MyWorkStyle complements insurance-specific software that supports the administration of policies and claims.
Also consider the adjuster or examiner who has to determine the extent of the insurance company’s claim liability. These workers require seamless communication and collaboration among customers, agents and third parties to resolve claims quickly and efficiently, resulting in a positive customer experience. Often this work must be done in the field and on the go. CSC MyWorkStyle offers the flexibility and work optimization tools needed to enhance collaboration and secure access to apps and data in mobile environments.
And consider the customer service representative, who serves as the liaison between customers and the company. This process worker requires secure access to a constantly changing customer database, as well as communication tools that allow problems to be solved with expert support. CSC MyWorkStyle can provide a virtual desktop to handle this task.
To deliver on the promise of a modern workplace, insurance organizations must respond to the unique needs of these different user groups, connecting people to each other and the information they require to perform their work securely and seamlessly. Read the full report on Personalizing the Workplace or contact us to learn more.