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
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:
Be implemented quicklyLeverage existing application investmentsImprove the experience of the customer while driving efficiency
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.
Customized branding so claimants know who contacts themA rich UX designed to be intuitive and engaging with our HIPAA-secure guaranteeDeploys with a single click instead of needing to build, maintain, and support full mobile applicationsTailored for each claimant and reachable 24/7
