A 2018 ICTA nomination
Toronto, ON (Jan. 29, 2018) – In the past 12 months, Johnson Inc. has delivered a wide selection of online self-service options for customers, unlike anything ever delivered by the company before. The technology delivered is entirely customer-facing and has benefited the company by providing options for the customer; customers no longer have to make a phone call to have their home and auto policies serviced.
The online self-service options has been fully integrated with our back end insurance servicing system, completed entirely by in-house technical employees. Customers can add or replace a vehicle, and add coverage without agent intervention. In addition, customers can get an in-depth look at their auto coverages, deductibles and premiums, and upcoming home and auto payments. Customers can also download or re-order key documents.
The web app is entirely responsive, meaning customers can use their computer, tablet or any mobile phone with no issues. Live online chat is integrated with the online tool, allowing clients to chat with a licensed insurance rep online if they require further assistance. This allows for an entirely seamless user experience for online customers.
A healthy knowledge base accompanies the online tool and online chat, which means when customers review their coverages they can get an instant, easy-to-understand description of what each coverage describes.
Launched in December 2016, the online self-service tool has had over 9000 monthly transaction, with consistent week over week growth. Monthly, new functionality is built and released to improve the customer experience and provide even more ways for customers to service their policies online. In December 2016, the ability for an Ontario auto customer to add or replace a vehicle was added, and over the following 12 months additional functionality was added to better serve our home and auto customers across Canada. These features including downloading confirmation of insurance or a liability card, re-ordering policy documents, seeing in-depth policy and coverage details and changing insurance coverages.
Our clients are now able to service their own policies in a fully automated way, which they could not do before.
About Johnson Inc.
Johnson Inc. has been providing a variety of insurance products to customers across Canada for more than 130. Servicing home and auto customers as a direct brokerage, Johnson Inc. also provides travel insurance and group benefit products. More at johnson.ca.
SOURCE: Johnson Inc.
Tags: ICTA nomination, Johnson Inc., Self-Service
