Challenge
High-volume routine customer inquiries handled by agents, consuming time that could be spent on complex service needs.
Solution
Build self-service portal in Experience Cloud with policy access, billing information, document downloads, claims tracking, and coverage changes.
Key Outcomes
- 24/7 customer self-service access
- 65% reduction in routine inquiries
- Enhanced customer satisfaction
- Improved agent productivity
Tags
self-servicecustomer-portalinsuranceexperience-cloudservice-automation
Implementation Timeline
12-16 weeks
Medium Complexity