How a powerful CRM system can enhance your collection process

By: Omar Abdul-Hafiz

In a previous article, we talked about the 6 components of resilient collections management system. In particular, we discussed the 3 main systems: the dunning and collection system, the dispute management system, and the legal management system. We also touched upon three essential elements in powerful collections management: personalized collections scenarios, automatic action reversal, and the ability to integrate easily with 3rd party systems.

In this article, we will discuss in some detail the question: How does the Customer Relationship Management (CRM) system help in enhancing your collection process?

How will insurance digital self-service elevate your business productivity?

By: Lotfi Alsarori

The increasing demand for superior products and better services in a timely manner is pushing companies toward more customer-centric strategies. Today, customers are more empowered and require more control over provided services. Customer care systems are enabling better customer management and are helping companies cope with these demands. One type of systems that enable customers to manage their information and fulfill their tasks on demand are self-service portals and mobile apps.

Nearly 9 out of 10 people think businesses should have a digital customer self-service system according to Statista. Self-service is an evolving trend that enables customers to perform their required activities without the need to seek help from the company representatives. This can significantly and positively reflect on the company’s operating cost, time, and efforts as well as increase customer satisfaction.

The 4 customer experience best practices!

By: Lana Bawa'neh

With all the technological innovations, business owners and especially software providers are eager to exploit the latest technological trends so they can keep up with the market competitors. They always look forward to having the best talents and tools so they can create and develop new products and services that match the market’s needs.

 

While most business owners are keen to keep up with market trends and put their new ideas into reality in order to increase their sales revenues, have more customers and expand their business, not all of them were attentive to enhance and improve their existing products and work on improving their customers’ experience. However, customer experience is now becoming just as important as product quality and price.

4 core ways automation boosts quality management

By: Omar Abdul-Hafiz

In the world of business, product/service quality plays a critical role in maintaining a healthy and sustainable relationship with the customer. This is a universal fact that applies in virtually every sector, from healthcare to insurance, and even microfinance. Moreover, quality management is essential for making sure the different processes in your organization are going according to a specific and sturdy plan so that all your resources are being utilized efficiently and results are being achieved effectively.

But how do we make the best out of our quality management efforts? Well, the short answer is: automation. The long answer, however, is: utilizing digital technology in automating complex, repetitive tasks and documenting the procedures systematically every step of the way.

Everything you need to know about partner management systems in communications

By: Cesilia Faustina & Lotfi Alsarori

We are at a time where telecom companies rule all, which means incredible dependency towards the industry. It also means greater demands and expectations from the telecom sector. The rise of COVID-19 sure is not making this easier either. Network usage have gone through the roof, with many telecom companies reporting large spikes and increase in volume voice calls in 2020. These rapid changes could only mean more developments and customer interests. This is no surprise though, what is a surprise is how to handle these overwhelming expectations? 

The many handy applications of Web Portals, Part I

By: Omar Abdulhafiz 

In the world of web applications, many innovations have emerged throughout the years that have revamped the way we do things. Starting from 1989 when English computer scientist Sir Tim Berners-Lee first laid the foundations of the Worldwide Web itself, and all the way to the invention of social media platforms, each of these big inventions has changed our world in its own way. And one of these inventions is the concept of the web portal. 

In this article series, we will be discussing the various applications of web portals and how they can enhance the way we do business. But first, let us briefly talk about what a web portal is. 

So, what is a web portal? 

8 things you should be looking for In an Incident Management System

By: Lana Bawa'neh

When you are offering a certain service or product, one of the most important things that you should be considering is the after-sale customer service, which sometimes most business owners neglect. They usually focus on the sales and marketing processes to attract and acquire new clients, but not all of them consider the after-sale services, which are very important to ensure the highest levels of customer satisfaction and retention. The after-sales process also strengthens the communications between the seller and buyer, in addition to increasing the loyalty of your customers. 

Whether it is a big organization or small, having a service desk is a must-have to ensure successful communication and follow-up processes with your clients. 

How can insurance customer portals guarantee efficiency?

By: Lana Bawa'neh

According to Statista, 88 percent of people expect companies to have an online self-service system. This means that customer portals have become an essential tool to have rather than just a complementary one. 

A customer portal is an online system for customer self-management allowing authorized users to access their information and utilize the services they need. It is like a digital gateway to enable customers access and manage their accounts and the relevant services via a web browser.

Hot topics in the Insurance industry 2020 and what to expect for the near future

 By: Omar Abdulhafiz

The year 2020 was certainly full of challenges the magnitude of which is rarely witnessed in the business world as a whole, let alone the insurance sector. With the COVID-19 pandemic as the leading factor behind the worldwide pandemonium, insurers have found themselves in a race against time to adapt to a completely new reality before it is too late.

Amidst all these challenges and turbulence, market experts are working to map out the main critical trends that have grasped insurers’ attention. Most notably, statistics show that customer satisfaction was perhaps the most trending concern among insurance providers. This article touches upon this issue, among several others, in some detail.

What the COVID-19 challenge means for Customer Experience in the Insurance industry

By: Omar Abdul-Hafiz

In a previous article, we talked about how the ongoing pandemic has spurred investment in InsureTech. We touched upon the immense rise in investment in InsureTech through the first half of 2020, then discussed three main factors behind this upsurge in investment. Interestingly enough, however, this interest in investment in InsureTech was looming in the air even before the COVID-19 crisis had struck the world.

In their 23rd annual global CEO survey, PWC identified the top three opportunities that CEOs have prioritized investing in for 2020.

As shown in the diagram below, these three factors were Customer Experience, Core Technology Transformation, and Intelligent Automation. What is more intriguing is that Customer Experience was at the very top of the list. But, why?

The evolution of the Customer Insight management system

By: Omar Abdul-Hafiz

The term “customer insight” has been trending widely in recent years as other terms such as “data analytics” rose to fame. As such, the idea of gaining deep customer insight originated (or evolved) as a result of years of experimenting with ways to better understand customers’ trends and needs. What emerged is the ability to get a 360-degree view of your customers’ behaviours through the strategic analysis of qualitative and quantitative data.

But how did this evolution come about? Let’s discuss this in some detail.

4 steps to make the most out of your customers’ feedback

By: Omar Abdul-Hafiz

In today’s world, what happens after your customers buy and use your products and services is more critical than selling them the product itself. The idea of listening attentively to your customers’ thoughts, expectations, and aversions, you will be collecting a very valuable source of feedback that you can use in further improving the quality of your products and services. Moreover, your customers’ feedback also helps learn how to better serve them and ensure their maximum satisfaction.

With that in mind, this article is going to discuss 4 main steps to help you make the most out of the feedback you receive from your customers. They are as follows.

Why order management systems are the number one telecom tool

By: Cesilia Faustina

The telecom industry is becoming more complex. We are seeing greater demands from people of all sectors, increasing up-time for various services and let’s not forget about supporting both Cloud and non-Cloud deployments. As the telecom industry is advancing, so is the complexity of services, and let’s be honest, most telecom providers have enough on their plates without having to deal with more demands and requirements, let alone having to deal with offering multi-vendor product offerings. This brings us to the convenient world of order management systems.

The global telecom order management market size was valued at $2,245.18 million in 2018 and is projected to reach $6,500.46 million by 2026, according to a report by Allied Market Research. Order management systems are becoming a top priority in the communications field, with constant predictions of growth and improvements. If you’re not already on the OMS waggon wheel, then it’s time to get on board.

Towards a customer-centric business strategy

By: Omar Abdul-Hafiz

In the world of business, products have always been the central element for generating revenue. Given that, the general trend was mainly on building a business model based on delivering products or services at the highest possible level of quality. According to this view, customer management only constituted a means toward securing more sales without much regard for actually achieving customer satisfaction.

This model, however, has proven to be quite unsustainable as customers became more aware of what they really want. That’s why a new model was desperately needed that is based on providing a positive experience for your customers. An experience that begins before the point of sale, at the point of sale, and continues even after the sale. And this model is known as a customer-centric strategy.