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Case Study: Improving Claimant Engagement

How Unum increased their NPS score by 40%

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International Data Corporation (IDC) has recognized our customer, Unum, in the Future of Customer Experience awards for innovations in their benefits and contact center customer journeys. Unum has modernized their customer experience by digitally processing First Notice of Loss (FNOL) through text and other asynchronous channels, including Ushur’s Invisible App, instead of traditional voice phone calls.

This digital-first strategy reduced claim processing times from days to hours, with 50% of customers completing the process within 5 minutes.

Unum delivers guided, contextual, digital customer experiences that are secure and gender trust - made possible with Ushur’s Conversational AI, knowledge work automation, smart analytics and omni-channel engagement technologies.

Congratulations Unum for this well-deserved recognition! To learn more, please visit the press release.

85%

Engagement rate

90%

Completion in 1 hr

50%

Response within 5 min

42%

Outbound calls eliminated

Industry defining report

Customer Experience Automation focuses on the Customer and not the Application

Written by Maureen Fleming, Program Vice President, Intelligent Process Automation at IDC

However, enterprise silos, IT choke points, and rip and replace projects have made good customer experience difficult to achieve, in addition to driving up operational costs. When modernizing with an outside-in approach, enterprises can streamline operational efficiency while delivering a better experience to their customers in tandem.

Download the report to find out how updating customer experience can:

  • check markBe implemented quickly
  • check markLeverage existing application investments
  • check markImprove the experience of the customer while driving efficiency
Download Industry Report

Claimant Engagement-As-a-Service

HIPAA-secure. Pre-built. Launch Ready.

Pre-built intelligent automation workflows for Worker’s Compensation and Disability claims plus Leave Management help carriers gather critical information to ensure timely claim and eligibility decisions, preventing processing delays or overpayments.

  • check markCustomized branding so claimants know who contacts them
  • check markA rich UX designed to be intuitive and engaging with our HIPAA-secure guarantee
  • check markDeploys with a single click instead of needing to build, maintain, and support full mobile applications
  • check markTailored for each claimant and reachable 24/7
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