Insurance knowledge management in action
The service as a central contact for the BGV customers
In the Customer Service department of BGV, telephone plays an important role. Mainly private customers contact the hotline in most cases with their questions. This concerns mainly issues around the different insurance policies – from the conclusion of the policy through the claims notification to the settlement. The team in Customer Service with its 65 employees is able to deal with 85 % of the telephone requests from private customers “conclusively” without involving other departments. This only works because the employees in Customer Service can act competently and in a well-informed manner.
Competent and consistent replies
An enormous amount of knowledge is necessary to cover the broad range of enquiries. “In the past we had several files on each table which were busily browsed through,” Anja Bischof, who is in charge of knowledge management at BGV, remembers. Today the Customer Service uses Serviceware Knowledge instead. “On average every employee accesses the knowledge database 30-40 times a day,” Anja Bischof explains. “With Serviceware Knowledge they find the answers to most questions themselves. And what is most important: they find them immediately. Because knowledge management always has time. “The senior specialists only need to be involved on issues which exceed their own decision competence. This not only saves time for the Customer Service, but also pleases the customers who receive a rapid reply. Another advantage is an improved consistency of the replies. Ten editors ensure that all relevant information for Customer Service is available in an up-to-date form in the Serviceware Knowledge system of BGV. Customers now get identical answers regardless of the colleague taking the call. Because all have the same level of knowledge and communicate uniformly with external enquirers.
Quick and correct answers – no matter where and when
A major benefit of this solution was apparent in 2020. As far as the exchange of information is concerned, the changeover to work from home went smoothly. “We have access to our knowledge from everywhere. This is a tremendous simplification of our remote work from home,” Anja Bischof comments. “From everywhere“ also applies to other colleagues. Because the sales reps and loss adjusters who visit customers on site benefit from knowledge management as well. By means of an app they can find all the necessary information in an optimised display on their mobile terminal device and can download it if necessary or send it by email.”
Benefit from knowledge in all teams
After the launch of knowledge management in sales and Customer Service, other departments of BGV likewise discovered the Serviceware Knowledge system. At present the technical insurance operations and damage areas such as “Automotive”, “Third-Party Liability” and “Accident” have their expert knowledge available – different¬iated by private customers, corporate customers and municipalities. Today nobody has to search for a long time anymore: create new partners, calculate offers and process contracts or losses – information on workflows can be found quickly in the knowledge database. “In future we want to intensify our efforts to share knowledge across departments and interconnect it,” Anja Bischof explains her plans. “In this way we not only want to op¬timise process sequences across departments, but also strengthen the ‘we’ feeling within the company.”
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