From the Wires
Leading U.S. Insurer Improves Customer Service with Kofax
By: Business Wire
Dec. 11, 2012 04:00 AM
Kofax® plc (LSE: KFX), a leading provider of Capture Enabled BPM™ (business process management) solutions, today announced that a leading U.S. insurer has invested more than $600,000 to expand its Kofax solution to improve customer service by accelerating the processing of property and casualty claims and related documents while reducing costs.
The customer will use Kofax Communication ServerTM to automate the exchange of tens of millions of claims related documents, such as accident reports, repair invoices and proof-of-identity documents, it receives annually. Kofax Communication Server ingests email, fax, SMS, MMS, voicemail and telex communications, and replaces the manual processing of these communications by connecting inbound and outbound communications channels and using them to automatically exchange the information between enterprise applications such as workflows, collaboration tools and repositories. This eliminates the delays and errors associated with manual processing, enabling the customer to initiate claims related processes faster. As a result, claims can be resolved more rapidly to provide better customer service, and significant cost savings can be gained from vastly improved efficiency.
In the March 2012 Forrester Research, Inc. report, “Trends 2012: North American Insurance eBusiness and Channel Strategy,” research analyst Ellen Carney observed: "New technology and new competitors are reshaping customer expectations about insurance shopping, applying, and servicing. Carriers are adapting their business models ... The business of insurance now has to be fast and transparent, an anathema to the conservative risk-averse nature of insurers."
“Today policyholders can switch insurers or broadcast a bad experience with remarkable ease,” said Howard Dratler, executive vice president of Field Operations at Kofax. “Hence the insurance industry’s increased focus on improving the customer experience. Optimized customer engagement is just one of the many reasons seven out of the top 10 largest insurers in the world use Kofax.”
The Kofax Communication Server™ (KCS) enables the automated exchange of business critical information, linking both inbound and outbound services provided by devices such as fax and phone systems, media types that include email, FoIP, SMS, MMS, voicemail and telex, applications such as ERP, CRM and other enterprise applications, and social collaboration tools.
Kofax® plc (LSE: KFX) is a leading provider of Capture Enabled BPMTM solutions. These award winning solutions capture and streamline the flow of business critical information throughout an organization in a more accurate, timely and cost effective manner, enabling our customers to be more responsive to their constituents and better grow their businesses. Kofax solutions provide a rapid return on investment to more than 20,000 customers in banking, insurance, government, healthcare, business process outsourcing and other markets. Kofax delivers these solutions through its own sales and service organization, and a global network of more than 800 authorized partners in more than 75 countries throughout the Americas, EMEA and Asia Pacific. For more information, visit kofax.com.
© 2012 Kofax, plc. “Kofax” is a registered trademarks and “Capture Enabled BPM” and “Kofax Communication Server” are trademarks of Kofax, plc.
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