Empowering Agents in the Field: Real-Time Information at Their Fingertips
Overview.
A major US property and casualty insurer, serving over 16 million households, struggled to equip field agents with real-time product information, hindering sales conversations and potentially slowing down the cycle. Coforge's solution, a custom-built, offline-enabled iPad app – empowered agents with instant access to product catalogs, eligibility requirements, and sales collateral, leading to increased customer satisfaction and faster sales cycles.
A large US insurer faced several challenges related to equipping field agents with the right information to close deals effectively:
Limited Access to Real-Time Information: Field agents lacked immediate access to crucial product details like features, benefits, and eligibility requirements. This made it difficult to answer customer questions and provide accurate information during sales conversations.
Cumbersome Sales Collateral Distribution: Distributing updated sales materials to agents was a time-consuming and inefficient process, impacting their productivity and ability to present the latest offerings.
Restricted Offline Access: Limited access to information when an internet connection was unavailable hindered agent effectiveness, particularly in remote locations.
These challenges combined to hinder sales conversations, potentially leading to missed sales opportunities and slower sales cycles.
Solution
Coforge developed a comprehensive solution to empower field agents with real-time information and streamline their sales processes:
Offline-Enabled iPad App: We designed and built a user-friendly iPad app featuring:
Comprehensive Product Catalog: Instant access to detailed information on all insurance products.
State-Specific Search: Tailored product information based on the agent's location and customer needs.
Eligibility Requirements: Easy access to eligibility criteria for various insurance products.
Offline Content: Availability of sales collateral and product details even without an internet connection.
Predictive Search: Intuitive search functionality for policy documents and sales materials using synonyms.
Offline Document Sharing: Ability to share PDF documents with potential customers directly from the app.
The Impact
Improved service quality by enabling agents to provide accurate and current information.
Improved Information Flow through the Offline content ensuring continued conversations and access to updated information for customers.
Boosted agent productivity with features like eligibility checks and real-time product suggestions
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