Insurance

Faced with complex regulations, increasing competition and rising costs, insurance providers seek to minimize risk while providing customers with innovative, affordable products and prompt, efficient service. Competitive advantage goes to those who can improve the effectiveness of call center operations, field agent training and support, policy administration, and claims processing.

We help our clients in this sector by

• designing e-content architectures that support quick retrieval of accurate, up-to-date information by customer service representatives and salespeople — and increase customer satisfaction while significantly reducing costs of call center operation
• designing and developing training and reference materials that support field agents and enable them to convey the benefits of complex products
• creating clear easily followed policies and procedures, resulting in increased efficiency and improved compliance

Our clients in the insurance industry include

• Progressive Corporation
• Farmers Insurance Group
• USAA
• John Hancock Life Insurance
• UNUM
• AFLAC
• California Casualty Management
• Insurance Corporation of BC
• TD Insurance