Connecting the Dots
Siloed systems and disparate customer data sources always have been inhibitors to creating the oft-cited 360-degree customer view. Here's how several insurers have made the crucial connections to create service strategies that are more than just the sum of the parts.
Recently, I received a bill for my umbrella policy from my insurance company–for a term that expired two years ago. I called the company, but the first service rep wasn't able to help me because she had access only to my auto and home policies, not the umbrella, because they were on different systems. (Incidentally, that disconnect also explains why I can pay for my auto and home policies via EFT, but I have to send a paper check to pay for the umbrella.)
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