Meeting Customer Expectations and Improving CX in a “I want it now!” World

Anyone who is familiar with Charlie and the Chocolate Factory remembers Veruca Salt. She was the bratty girl that demanded whatever she wanted and who’s daddy would go to any length to make sure his little angel’s demands were met. Obviously, this “I want it now!” approach didn’t work out too well for Veruca (or her daddy) as they were both eventually sent down the rubbish chute chasing a golden egg.

While nobody enjoys dealing with such demanding people, you cannot ignore the parallels between Veruca Salt and the customer expectations of today. Let’s take insurance as an example.

When dealing with insurance carriers, customers want a personalized experience and want to get what they need from their carrier in real time, online, and most importantly, NOW! The unfortunate thing is that many carriers simply don’t operate this way. They have cumbersome processes during the information intake process, which are riddled with paper-based methods that often require duplicate information entry not only for the customer but for internal personnel and agents that result in delayed response times.

In many cases, antiquated technology and not the carrier – is the road block to a better customer experience. For example, I am working with a client who’s major issue with customer satisfaction was tied to their claims processing. The carrier gathered information via phone during the claims intake process, logged it in their policy and claims systems but after that, they didn’t have a way to export that data from their core systems and populate the claims forms with that same information. This created a frustrating experience because the carrier was now asking the customer to duplicate their efforts and provide the same information they already shared previously. In addition to frustrating the customer, the carrier was experiencing significant delays in getting forms returned. Often, the forms would be returned with incorrect data or illegible information. This resulted in skyrocketing increases in costs associated with the delays from adjusters having to either play phone tag policyholders or mail the forms multiple times.

Thankfully, my client was able to turn that around with our Xpertdoc Smart Forms. They completely digitized the information intake process of a claim, reduced the average claims turnaround time, costs and improved the overall customer experience for the policyholder.

If you find yourself in a position that has you scratching your head on how you are going to answer the “I want it now” demands of your customers, please know that there are ways to satisfy these demands that don’t include sending your customers down the proverbial rubbish chute.

To learn more about Xpertdoc and how we help organizations improve customer experience, follow us on Twitter: @xpertdoc@RobGuarino_XT

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