The day to day job of an agent involves activities that include acquiring customers and successfully close the process of selling insurance policies. In the due process of selling, the agents need to make sure the respective customer has submitted all the mandatory documents required by the insurer along with any other miscellaneous support requested by the customer.
To fulfill their duties the agents, invest considerable amount of time to interact with legacy systems or processes to navigate to different screens to create cases and follow them up on a regular basis, which affects their productivity.
Also, with the legacy systems or processes there is always an impending doubt and risk of data security of the customers.
The Vlocity Case Management accelerator addresses the inefficiencies of the processes and relieves the agent by streamlining the process with limiting the number of inputs (contextualizing the data) required to create a case and reduce the amount of time the agent/broker has to spend depending on the context of the and type of case. It also provides a quick view of a particular case record along with the necessary actions to easily perform their duties.
The application also has the capability to quickly create an agent contact and respective user record for an agent to login to the portal and create cases.
The accelerator also addresses the data security of the customers by restricting agents from editing case records of other agents.
In this Application, a support executive collects the Agent details and creates a Contact of Type Agent under his respective Agency. Then the support executive builds a relation between the Agency and the Customer Account and enables the Agent as a user. The Agent logs into the portal and selects the necessary case type and fills the required details and submit the case. A new case gets created under the Agent Name.
The Support Executive can view the Case Details, Agent Details, Case History of the respective case, All Open Cases, in a Single Pageview i.e. Industry Console. The Support Executive can also Update Case Details and Send Email to the respective Agent from this page.
The Support Executive can view the Case Details, Agent Details, Case History of the respective case, All Open Cases, in a Single Pageview i.e. Industry Console. The Support Executive can also Update Case Details and Send Email to the respective Agent from this page.
APPLICATION FEATURES
- Built using native Vlocity Tools (Omniscript, Cards)
- Builds the relation between Account and Agency by creating a junction Object.
- Agents can create cases based on the case type.
- Agents can review the cases created by them in the Case Tab.
- Support Executives can view case details, view contact details on Vlocity cards along with actions to update case details and send emails to agents from the industry console.
KEY BENEFITS
- Optimized and streamlined Case management process.
- Agents are empowered to better manage their time and efforts while performing their duties.
- Increased productivity of the agents with simplified process.
- Maintain data security of your customers hence increased customer satisfaction.
- A simple flexible application that can be scaled up easily.
