Monthly Archives: September 2017

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3 Ways to Transform Your Customer Experience

By | Customer Engagement, Customer Experience | No Comments

You may have heard about the shift towards customer first organisations but what does that actually mean? For years brands have been taught to put themselves first, but now it’s time to change all that and put customers at the forefront of your business.

Changes in customer expectations and the increase in the number of organisations putting customers first mean that those businesses that don’t pay attention to customer experience are going to miss out in the future. It’s not enough to say you’re going to be a customer first organisation. If you’re really going to succeed, you need to put clear, actionable strategies into place. This means transforming your customer experience so it’s unique, memorable and most importantly, fully integrated.

Here are three simple ways you can start to transform your customer experience and create a more customer-focused organisation:

  1. Streamline everything. Creating a fantastic customer experience means giving your customers a fast, efficient service at every single touchpoint. To do this effectively you’re going to need to increase your productivity and streamline your processes. While it might seem like focusing on your internal business processes is counterproductive when you’re trying to be more customer friendly, a fast internal process is going to lead to improved customer service and more efficiency overall.
  2. Integrate more. Like streamlining, integration can make your organisation more efficient. Most businesses are dealing with an overwhelming amount of data and this can make it hard for employees and management to sort through it all and determine what’s important. By integrating your data across multiple platforms you can save time and also get a broader picture of your customers and internal processes. This in turn will help you be more efficient and improve the quality of customer experience.
  3. Collaborate between departments. Collaboration is the key to a great customer experience. If your departments are siloed or isolated you are not going to be able to provide a consistent experience to your customers. This is particularly important when it comes to your understanding of your customers. Everyone needs to share the same vision of your customers and their needs if you’re going to be effective at creating an excellent customer experience.

While no business can transform overnight, f you can put these three strategies into place you can get your business on a stronger path to creating a great customer experience and move forward to a more customer focused future.

Source

https://blog.sprinklr.com/customer-experience-strategies-for-customer-first-transformation/

NTI plus virsaic

Building a Formidable Digital Future Together

By | CCM, Digital Transformation, virsaic | No Comments

National Transport Insurance chooses virsaic™

 

Building a Formidable Digital Future Together

NTI, a leading specialised Australian Insurer, chooses virsaic™, Australia’s foremost digital customer engagement cloud platform, to deliver optimal customer experience through seamless integration.

 

“Engaging CoTé to implement virsaic™ Integrate has provided NTI with the ability to modernise its customer communications.  As a valued partner, CoTé provides a new level of customer engagement capability and expertise, allowing NTI to concentrate on the things we do best.

The virsaic™ platform has been integrated into NTI’s core insurance system and facilitates seamless communications for our customers and partners”

Marcus Sweeney, Chief Information Officer – NTI

 

Background

As part of NTI’s broader strategy, a commitment was made to transform customer communication operating processes in order to deliver key strategic objectives and improve overall efficiencies. CoTé Software & Solutions (CoTé) was appointed as the Solutions Partner of Choice to assist NTI in delivering the required outcomes.

The Solution

An Advisory led solution, coupling deep knowledge and expertise to re-engineer NTI’s customer communication templates/user experience and the configuration of a virsaic™ ‘Integrate’ instance, allowed NTI to transform their customer communications capability in readiness for taking critical new products to market in a matter of weeks.

The solution delivered:

  • A best practice, contemporary customer communications template set to support NTI’s evolving customer experience expectations
  • Responsive real time digital design functionality to support true Omni channel communications
  • APRA/ASIC compliant track, trace, analysis, and auditability of communications across all channels
  • Digital Android / IOS wallet integration for Membership card delivery
Digital Wallet Integration example

Digital Wallet Integration example

About NTI

Backed by over 45 years’ experience, and a reputation as Australia’s market leader in heavy commercial motor insurance, NTI is committed to pioneering ways to keep its customers moving forward.

Today, the NTI brand portfolio has evolved to include Yellow Cover – insurance for mobile plant and equipment, Truck Assist – specialised roadside assistance and most recently Marine Protect – Australia’s largest marine insurance offering.

About CoTé Software and Solutions

CoTé is the premier independent partner of choice in Digital Customer Engagement, leveraging the best talent and smart technology to enable our customers to disrupt their markets.

CoTé has developed and built in Australia a locally Azure/AWS hosted world class end-to-end customer engagement cloud platform, virsaic™, that enables business users to seamlessly deliver great experiences for their customers.

Virsaic™ connects the dots across all customer interactions from Onboarding Forms through to Customer Communications Management, Workflow, Archive and Distribution Management.