Author Archive
4 in 5 Americans would pick up the phone if they ran into difficulties online w/insurance companies
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.
1 comment June 7, 2010
Decluttering IT: An EbizQ Podcast featuring Colin Rowland
On May 17th, Kaitlin Brunsden, Associate Editor at EbizQ, sat down with OpTier’s own Colin Rowland to discuss the growing complexities of IT departments and ways that they can cut through the clutter and resolve problems more effectively moving forward.
1 comment May 20, 2010
Business Transaction Management and IT
Recently, leading experts from Gartner and OpTier sat down to look at the challenges companies face in the business transaction management market and the solutions available to address those changes.
Please click on this link to register and view the entire video.
Add comment August 18, 2009
New business transaction management research announced
On June 16th, OpTier announced that it had interviewed 2,000 UK IT decision makers at businesses of 1,000+ employees across a range of industries, including retail, government, finance, telecoms and manufacturing. The results were significant, finding that two-thirds of IT managers are blinded by complexity of management tools and, as a result, are costing large businesses more than £4.5million annually.
The startling insight was picked up across the UK and brought business transaction management to the forefront of IT news in the UK.
Head over to the press release on OpTier.com to learn more about the research.
Add comment June 22, 2009
Lindsay Diamond
Assaf Amit
Andy Wetzel
Stephen Burton
Russell Rothstein
Motti Tal
Marie-Pierre Belanger
cpennoptier
Linh C. Ho