To keep pace with the ever increasing demand for real-time customer service, shifting to mobility has become inevitable for the insurance industry. In today's scenario, where real-time servicing of customer requests 'on the fly' has become a norm, mobile technology seems ideally positioned to enable insurers gain a competitive advantage. Mobile solutions enable faster and improved communications between customers, field agents, and the central processing office of the insurer. Adopting mobile technology can help insurers enhance customers' experiences, increase productivity, while keeping a check on costs, and mitigating operational risks.

1. Mobility Platform Se
Servlf
ic e
for Insurers On-bo
arding
Redefining Customer
Experiences
Claim
s
Instant
Policy
The Requirement
To keep pace with the ever increasing demand for Newgen's innovative Mobility Platform, for insurers,
real-time customer service, shifting to mobility has ZapIn, combines our expertise in the areas of
become inevitable for the insurance industry. In Imaging, Business Process Management and
today's scenario, where real-time servicing of Enterprise Content Management with the new age
customer requests 'on the fly' has become a norm, mobile technology, to offer customer service
mobile technology seems ideally positioned to representatives, field executives, and consumers
enable insurers gain a competitive advantage. anytime-anywhere access to services on their
Mobile solutions enable faster and improved mobile devices.
communications between customers, field agents,
and the central processing office of the insurer.
Adopting mobile technology can help insurers
enhance customers' experiences, increase
productivity, while keeping a check on costs, and Key Mobility Drivers
mitigating operational risks.
Ÿ Enhance customer experience
Leveraging mobile technology across the core areas Ÿ Insatiable demand for real-time customer
of the insurance value chain—from customer on- services
boarding, policy issuance through claims Ÿ Reduce customer-facing business process
settlement—insurers can achieve real benefits at cycle times
affordable price points. Moreover, mobile solutions
Ÿ Consumerization of smartphones/tablets
have made customer-self service a reality, allowing
Ÿ Differentiation and future revenue
customers to access their policy information, locate
agents, pay premiums and apply for claims over Ÿ Relationships are going mobile
their mobile devices.
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2. Use Case Scenarios
The key question an insurer needs to answer is not
whether it should embrace mobile solutions but what
are the usage scenarios where application of mobile
technology can be most effective. Below are the four
key use cases for application of a mobile solution in an
insurance organization.
Point of Sale
Field-sales executives are the company's first point of
contact with the customer. They need to be well
equipped to conduct customer need analysis, educate
potential customers, and influence their decision
making, while delivering an unmatched customer
experience. Moreover, capturing information first time
right, at point of customer contact, and initiating its
processing in real time is a challenge both in terms of
time and cost. Insurers can use mobile technology to
support their 'Point of Sale' through all the stages of the
sales lifecycle from lead management, customer on-
boarding, to policy servicing.
ZapIn facilitates interactions between the field-sales
staff, their offices, and their clients. It provides sales
executives with necessary functionalities to accelerate
the sales cycle and enhance their productivity:
Ÿ Application login and tracking: Allows a field-sales Instant Policy Issuance
executive to, capture high quality images of the
Typically an insurer takes few days to few weeks to
physical application forms and supporting
issue a policy to a customer. The entire process
documents along with the key metadata, and transfer
comprises of several steps, including premium
the information to the processing center in real time,
calculation, document collection, issuance of payment
to initiate instant processing for on-boarding; enables
receipt and cover note (in case of motor insurance),
tracking of application status
exception handling, transfer of documents from
Ÿ Lead Management: View assigned leads, search lead, branch office to the central processing center,
schedule tasks, follow up, and view pending items, reference check, e-mail acknowledgement to the
alerts and notifications customer, and finally issuance of policy document to
Ÿ Customer need analysis: Depending on the customer.
demographics, lifestyle, spend patterns and future ZapIn redefines customer experience by enabling
needs this feature suggests the right products for a insurers to issue policies in a matter of few minutes.
particular customer The solution enables customer service representatives
Ÿ Sales toolkit: Latest product brochures, videos and to access real time information, policy quotes and
other marketing material
Ÿ Customer servicing and retention tools: Alerts/pop
up reminders, customer query updates, grievance India ranks 5th in number of smartphone users,
handling, reminders for key events like birthdays, and has shown one of the highest year-on-year
wedding anniversary etc. growth rates (in smartphones).
Ÿ MIS Reporting — KPCB's Mary Meeker Report, 2012
Ÿ Online training & development
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3. Increase Increased Reduced Reduced
in Policies sold renewals & cost per customer
referrals transaction service calls
Reduced
attrition
Revenue Generation
Focus
Reduced Costs
3
Areas
2 Superior Customer
Experiences
Improved Operational
Efficiency 4
Instant Better Efficient Reduced
Policy self service case routing cycle time for
issuance & tools and tracking on-boarding,
servicing claims &
Transparent servicing
processes
Fig: Key Benefits of Mobility
new policy features, using their mobile phones or
tablets. Further, the representative can capture Smartphone accounted for 51.63 percent of Web
customer details, calculate premiums, collect payment usage in India, as of August 2012.
details, and generate the policy instantly, which would — StatCounter
simultaneously be e-mailed to the customer.
Claims Management experience. By offering convenient self-service tools
and communication capabilities through mobile
Claims Management is arguably the most important devices, insurers can gain competitive advantage,
process in the insurance value chain. To retain and while simplifying processes, and reducing
acquire customers in an increasingly competitive administrative costs.
insurance landscape, organizations need to focus on
ZapIn, can be used for providing convenient
making their customers' claims experience completely
customer self-service tools, enabling customers to
hassle-free.
access their account details, keep track of payment
dates, check status of service requests, and file claims
The field executives, who support claims adjustment,
online, using their mobile phones or tablets. For e.g.,
perform majority of their work while on the move. They
in case a customer needs to file a motor insurance
need to access claim information at field locations,
claim, he/she can use ZapIn to capture a picture of
while investigating claims and assessing damage. ZapIn,
the damaged vehicle, record his/her statement in
allows these executives to access necessary case details
voice/text and send the claim intimation instantly.
on their mobile devices, while enabling them to capture
and upload to the claims management system, any
relevant information related to the incident, such as
photographs of the damage, in real time. Thus, the
processing and settlement of claims becomes much
faster.
Newgen's implementation at ICICI
Bank won the Asian BFSI Award, 2012
for “Best use of Mobile Technology
Customer Self-Service
in Financial Services”
The rise in penetration of mobile devices, presents an
opportunity for insurers to improve customers'
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4. ZapIn – Enterprise Mobility Platform
Newgen's innovative Enterprise Mobility Platform, Key Features
ZapIn, leverages Newgen's advanced imaging
! Advanced imaging capability to capture good
capabilities to ensure high quality document images
and minimal size. The captured data and quality document images
documents/images are transferred to back-office via ! Image Quality Analysis and auto correction for
a 3G/GPRS/EDGE data connection, in real time. common image issues like skew, darkness, noise
Further, the solution ensures First-Time-Right by etc.
enforcing business rules and logic so that all key ! Highly compressed images for faster transfer over
information and documents are captured accurately mobile networks
and the process gets initiated instantly. ZapIn is ! Can be easily integrated into existing mobile
available both on mobile phones and tablets. solutions or can be used as stand-alone
applications
ZapIn is highly secure, as it encrypts all data stored
! End to End security including advanced access
on device and also that gets transferred over the
control, data encryption on device and digital
network. Only registered mobile/tablet devices are signatures
allowed to communicate with the ZapIn server,
! Available on Android/iOS
ensuring safety and security of customer
information.
About Newgen
• Leading Global Provider of Business Process Management (BPM), Enterprise Content Management (ECM) & Customer
Communication Management (CCM)
• 1000+ installations across 50 countries
• Solutions for Banking, Insurance, Healthcare, BPO/SSCs, Telecom and Government
• Credited with some of the world's largest implementations
• Innovative culture, consistent R&D investments, 35 patents
• Employee strength 1100+
• Certified for ISO 9001:2008, ISO 27001:2005 and CMMI Level3
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