Business Transaction Management Blog

During the ACORD Loma Insurance Systems Forum last month, we heard a lot of talk about customer efficiency and improving customer experience. Today, we announced the results of a survey conducted for OpTier by Ipsos Public Affairs that also points to the need for insurers to provide a better online experience for customers.

Some of the most interesting results of the survey include:

• Four out of five Americans (83 percent) are likely to resolve any issues they experience in purchasing or processing a claim online by reaching for the phone.
• Young people aged 18-34 are 10 percentage points more likely than older consumers to have already purchased or plan to purchase or research health insurance online (25 percent vs. 15 percent, respectively).

We all know that online customers looking to resolve claims and other issues via phone are an expensive proposition for insurance companies. BTM is one way for insurance companies to be sure online operations are keeping pace with customer needs. Solutions such as OpTier BTM help to alert staff to problems in real time so issues such as slow response times are resolved before they impact customer service.

You can find the full results of our survey on the Ipsos website at http://www.ipsos-na.com/news-polls/pressrelease.aspx?id=4797.

In addition, to learn more about how BTM can help insurance companies to improve customer service, listen to our recent webcast with Forrester’s Ellen Carney where we discuss how to manage dynamic IT change in a complex insurance environment.

By Linh C. Ho

With many traditional monitoring and management tool solutions on the market today, IT professionals are left holding the bag on how to piece together the solutions to deliver the data they need.  And now new technologies are changing the way you manage IT and what you should expect from IT management solutions.  See what you’re missing today and how things like shared services, cloud and business-oriented IT management are impacting traditional thinking.

In this session we will explore:

- What existing monitoring tools tell you today
- What they don’t tell you
- What’s the difference between BSM, BTM & APM
- How to add business value to your existing IT management investments
- How to gain real-time business impact intelligence for IT

To register: http://bit.ly/b15SnI
When: Thursday, June 10 2010 – 9am ET / 2pm BST