Knowledge Management in P&C Insurance

Logos of eGain Clients: Allianz, Country Financial, SBLI

P&C insurance is an increasingly homogenized marketplace differentiated primarily by price.

41% of insurance customers will likely switch providers due to a lack of digital capabilities.

62% of consumers complain they get different answers at different touchpoints from insurance carriers

Solution

Per Gartner, poor CX has been the biggest barrier to digitalization success and disparate knowledge silos in organizations is a big deterrent to good CX . No wonder Gartner rates knowledge management (KM) as the #1 technology to improve not only CX, a critical success factor for digitalization success, but also the employee experience (EX) and operational performance. But legacy KM systems have failed to deliver the goods, calling for a need to modernize it with a revolutionary new approach called the “Knowledge Hub™.”

The eGain Knowledge Hub is the first such solution to unify and orchestrate all the essential technology building blocks of KM, including content management, profiled access, intent inference, search methods, conversational guidance (what to say next), process guidance (what to do next), analytics, personalization, and connectors to existing systems, powered by AI, ML, and analytics.

Why eGain

Industry success

Four clients ranked among the top 5 P&C companies in the Forrester US CX Index and the Newsweek America’s Best Customer Service Companies rankings.

Business value

Rich out-of-the-box functionality for quick business value, say no to toolkits and multi-year development, customization, and integration projects.

Security and compliance

Compliant with privacy and security standards such as PCI, NIST SP 800-53, HIPAA, and FedRAMP.

Ease of innovation

One-of-a-kind, risk-free production pilot—not a toy sandbox—so you and your team can experience the solution free of charge and obligation.

Technology

The top-rated SaaS solution for digital-first, knowledge-powered customer engagement automation that includes unified omnichannel hubs for managing knowledge, conversations, and analytics, powered by AI, ML, and analytics.

Domain expertise

More than two decades of experience in KM and P&C insurance domain expertise.

Insurance ranked the second worst in consistency of knowledge (answers) and customer service in an eGain-Dimensional Research consumer survey with 62% complaining about getting different answers from different touchpoints.

P&C insurance leaders trust eGain!

A Top-5 US P&C insurance carrier is transforming CX at speed by eliminating dozens of knowledge and content silos, unifying all enterprise knowledge and guidance in eGain. This centralized knowhow will serve members with personalized, digital-first answers via self-service and contact centers – across business units and languages.

A mid-sized UK insurance provider is outgrowing competition by reimagining member experience on our knowledge-powered customer engagement platform. While keeping a firm lid on cost of service.

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