Evolution in the Digital Age: How Smart Forms Create a Better CX

Back in cave times, there was no such thing as money. There was barely such a thing as food and shelter, and definitely no such thing as security. Fast forward to medieval times. More food, some housing, still no security. But economic systems were developing. There was bartering, where a yeoman would pay a maiden twelve buttons and six clams for a chicken, or the maiden would pay the yeoman one lump of butter and a meat pie to mend her thatched roof. What was considered a fair and even trade passed for currency. Eventually, coin currency would develop, helping to establish a consistent worth to goods and services, and instill a certain level of standardization. To this day, consistency and standardization are considered the building blocks of good business practices.

Here in the 21st century, digital transformation is an increasingly common means to enforce consistency and enhance the customer experience (CX). Digital forms automate standardized features for customers, making something like a claims process clear, predictable and efficient.

Let’s say the maiden in the medieval example survives her natural lifespan, and, a few hundred years later, her descendants wind up in modern day United States. Her most recent descendant, a Millennial named Shirley, recently bought her first townhouse. Unfortunately, a hail storm on a Friday night causes some damage to the roof. While Shirley’s ancestor once bartered for services to fix her roof, Shirley herself is able to file an insurance claim to help fix the damage as soon as possible.

Because her insurance company has embraced digital transformation, she doesn’t have to wait until Monday to file a claim. Instead, she goes online and finds an electronic standardized form, one that is also personalized based on background information gathered when she signed up for her coverage. She can even submit a photo of the damage online, so her insurance company can direct her to a repair service to schedule an estimate – all over the weekend. At a stressful time when she has had a loss, these time-saving, automated and standardized processes have saved Shirley hours on the phone. Her claim is in a repository that is easy to find, and will eliminate having to repeat information to different personnel. This customer communications management (CCM) process makes her information easy to access, saves a lot of time and frustration, expedites her claim, and enhances the CX.

While smart forms provide customer benefits, there are also behind the scenes advantages to insurance companies. Digital forms are filled out by typing, so employees don’t have to become handwriting experts, attempting to decipher peoples’ scribble in an age where penmanship isn’t taught in school. Misreading bad handwriting can lead to errors that take time to correct, throwing a monkey wrench in the CX.

With a standardized CCM, the same policy details, billing, claims, and beneficiary information are as accessible to employees as to customers. If Shirley happened to get into a fender bender, the online smart forms, filing process, and level of transparency would be the same or similar to her previous claim.

While bartering worked for our ancestors, modern CX gets a big boost from the consistency that digital transformation provides.

To learn more about how insurance companies can improve customer communications management and customer experience, follow us on Twitter: @xpertdoc, @David_Squibb

COVID-19 update

The spread of COVID-19 continues to evolve and in this context, we wish to inform you that Xpertdoc is closely monitoring the situation and would like to inform you of the measures taken by our team to support its employees, customers and partners.

We do not foresee any impact on the delivery of our services and want to assure our customers that we are executing our continuity plans in order to ensure that our customers continue to receive our services without jeopardizing the safety and security of our personnel.

In accordance with the recommendations of government authorities, here are some of the measures being taken by Xpertdoc:

Remote work for all employees
Arrangements have already been made and we have requested that all our employees work from home. Our continuity plan includes a full deployment of remote work arrangements to ensure uninterrupted service to our clients and partners.

Hosting and cloud services
We have been assured by our suppliers that there are no known impacts to these services, and we are confident that we are able to effectively manage the delivery of our cloud services to all our customers.

We have cancelled all business travel until further notice for all our employees. If employees have or will travel for personnel reasons, they will be asked to respect the quarantine delay before participating in any business activities.

Events and gatherings
All our events have been postponed or cancelled. Our employees are no longer allowed to participate in any events, seminars or gatherings.

We are committed to providing the best possible service to our customers and partners, to ensure that you can continue digital communications with your own audience. In these critical moments if we can help please do not hesitate to contact us.


The Xpertdoc Team

Mise à jour sur la COVID-19

La propagation de la COVID-19 continue d’évoluer et, dans ce contexte, nous souhaitons vous informer que Xpertdoc suit de près la situation et que notre équipe a pris des mesures pour soutenir ses employé(e)s, clients et partenaires.

Nous ne prévoyons aucun impact sur la prestation de nos services et voulons assurer nos clients que nous mettons en œuvre notre plan de continuité des affaires, afin de garantir que vous continuiez à recevoir nos services, sans compromettre la santé et la sécurité de notre personnel.

Conformément aux recommandations des autorités gouvernementales du Québec, voici quelques-unes des mesures prises par Xpertdoc :

Travail à distance pour tou(te)s les employé(e)s
Nous avons demandé à tou(te)s nos employé(e)s de travailler à domicile. Notre plan de continuité des affaires comprend des arrangements de travail à distance pour assurer un service ininterrompu à nos clients et partenaires.

Hébergement et services infonuagiques
Nos fournisseurs nous ont assuré qu’il n’y avait pas d’impacts connus sur les services d’hébergement et infonuagiques. Ainsi, nous sommes convaincus d’être en mesure de gérer efficacement la livraison de nos services infonuagiques à tous nos clients.

Nous avons annulé tous nos voyages professionnels jusqu’à nouvel ordre, pour tou(te)s les employé(e)s. Si des employé(e)s ont voyagé ou doivent voyager pour des raisons personnelles, il(elle)s seront placé(e)s en quarantaine pour une durée de 14 jours, avant leur retour au travail.

Événements et rassemblements
Tous nos événements ont été reportés ou annulés. Nos employé(e)s ne sont plus autorisé(e)s à participer à des événements, séminaires ou rassemblements.

Nous nous engageons à fournir le meilleur service possible à nos clients et partenaires, afin de garantir que vous puissiez continuer vos opérations sans interruption. Dans ces moments critiques, nous sommes là pour vous aider. N’hésitez pas à communiquer avec nous si nécessaire.


L’équipe Xpertdoc