ICICI Lombard Insurance Services implements Talisma v6 CRM

Mumbai: TalismaTM, a provider of multi-channel CRM solutions, announced that its solution has been deployed by ICICI Lombard, a leading provider of customised insurance solutions. Talisma v6 will provide ICICI Lombard''s customers with enhanced customer service through quicker and more accurate claims processing.

ICICI Lombard customer service representatives now have a single-screen view that provides a 360-degree perspective and complete audit trail of each customer enquiry. This enquiry includes contact information, customer profiles, appointments, and service queries, regardless of communication method (chat, email, or phone). The improved speed and accuracy of claims powered by Talisma v6, has led to increased customer retention rates for ICICI Lombard.

Implementation of Talisma v6 has allowed ICICI Lombard to map its internal claims process, eliminating the need for call centre agents to process and forward each document individually to the company''s claims managers. Once information has been added into the system and verified, Talisma v6 records each detail of each claim and assigns the claim to the organisation''s operations team for payment. This new integration permits agents to manage claim requests quickly and accurately saving time by matching information from a range of back office systems.

"Our CRM strategy spans the entire organisation from front-office to back-office. It is a commitment that we have made to put customers at the heart of our company. We are focused on using multi-channel and self-service capabilities to help in our business growth. With the success of Talisma v6, we plan to expand the footprint to include our partners through Talisma''s Web client, giving them access to relevant functions over the internet," said Sudhir Salian, head IT and retail , ICICI Lombard.

From a marketing perspective, Talisma''s v6 enables ICICI Lombard to proactively build customer relationships through outbound-targeted campaigns. Contact databases can now be integrated into the CRM solution, providing staff with campaign management tools. This ensures that each contact receives the correct outbound communication, thereby dramatically increasing customer acquisition levels.

"Improving customer retention and acquisition is vital in today''s competitive global insurance market. We have helped ICICI Lombard reduce the complexity and time spent on each claim by eliminating the need to process information from a variety of different back-end systems," commented Dan Vetras, president and CEO of Talisma. "Our partnership with ICICI Lombard underlines the value Talisma brings to the insurance services marketplace. "