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Client Since: May 1996
Products used:
EchoMail® Customer CareTM
EchoMail® Business IntelligenceTM
Number of E-Mails processed
5 Million E-mails Since 1997
Receives approximately 40,000
E-Mails Per month
Service Solutions
Workflow Analysis
Business Intelligence Support
Data Mining
Training and Consulting
Network Architecture
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Ensuring Quality through Communication
Success Story: Allstate Insurance Company
Company Overview:
Allstate is among the country’s oldest insurance
companies; interestingly the company that was to provide relief to the
distressed came into being during the most distressed period in recent history.
Started in 1930 during the great depression as an automobile insurance company
it progressed rapidly from auto insurance to personal liability, life, health
and commercial insurance and became a full-fledged insurance company providing
the entire range of Insurance products.
It is however the human face of the company that
set it apart. Giving back to the community has been a passion with Allstate
right from its early years.The company
has been actively involved in social welfare through a host of activities
ranging from improving neighborhoods, schools, and communities to road safety
through better automobiles and safer driving habits; by imparting safety
education to drivers; working with government bodies and automakers to make the
automobile a safer mode of transport through inclusion of safety features.
Allstate took special efforts to reach Insurance
to Hispanics by educating them on social security and the need for insurance.
It has also done similar work among blacks and people with disabilities. The
company is rated as one of the most employer friendly places to work and
employs 20% of its senior staff from minorities.
Before EchoMail
Allstate was receiving an average of 1,500 to 2,000 mails per day addressed to its
almost 80 departments with topics ranging from product queries to claims and
jobs. If handled manually it could easily take a week to respond to all mails
received in a single day. Allstate realized that it was in one of the most
competitive industries and prompt response to inbound E-Mail was perhaps the
right beginning to a long-term relationship and the first step towards winning a new customer or
retaining an existing one. It also realized that these mails reflected customer
perceptions about the company, changing customer preferences, Complaints and
grievances, in short it was like holding the pulse of its vast customer base
and any company could neglect these mails only at its own risk. In view of the huge volumes and importance
of these mails Allstate realized that it would be better to entrust its E-Mail
management to an agency with expertise in this field.
EchoMail deployment
EchoMail analyzed the needs of Allstate and recommended the use of EchoMail® Customer
Care™ (CC) its well-researched E-Mail response management system coupled with
its proprietary artificial intelligence tool EchoMail® Business Intelligence™
(BI). This proved to be a winning
combination and its results were apparent from day one. BI helped in making a
quick and in-depth analysis of the huge volumes of inbound E-Mail and helped in
interpreting the hidden meaning in them, its powerful analytics engine helped
in extracting the different sentiments including the subtle nuances expressed
in a single E-Mail. This made it easy for CC EchoMail’s proven customer
relationship enhancement tool to categorize, manage and route this huge volume
of E-Mail to the relevant departments and generate response in record time.
This helped in instant response to both queries and customer grievances.
After EchoMail
Prompt and early settlement of claims made by its
clients is undoubtedly the most important responsibility of any insurance
company and is perhaps the attribute that most insurers look for in an
insurance company. However in real time situations speedy claim processing is often
hampered by communication gaps arising out of delayed response and poor
understanding of E-Mails by both the
insured and the insurer.EchoMail was
able to considerably speed up the communication process by interpreting the
exact meaning in these E-Mails and routing them to the relevant department,
helping to elicit rapid response. This resulted in considerable reduction in
processing time and quicker settlement of claims helping Allstate to fulfill
one of its key promises to its clients. Accurate interpretation of these mails
helped in better understanding of its customer base in terms of needs,
preferences, grievances etc. This helped Allstate to tailor its schemes, attend
to grievances in record time, send prompt responses and process and settle
claims faster. All this enhanced the service quality and the image of Allstate
as a caring and customer oriented company resulting in the retention of
existing customers and acquisition of new customers in the highly competitive
insurance industry.
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