Struggling to keep up with call volume led to a search for customer service management software
NORCAL Mutual manages a portfolio of 4,000 medical malpractice insurance policies for medical groups across the country. After an acquisition that significantly expanded the number of policyholders, the customer service team struggled to keep up with the increased call volume.
In addition, the billing department also experienced a spike in requests because insurance brokers selling policies lacked access to policy data. When policyholders had a question, brokers called in, which resulted in slower response times and introduced the possibility of miscommunication. The company needed insurance broker software that could handle the unique challenges they were facing.
PROJECT GOAL:
Develop a mobile responsive web-portal to enable insurance brokers to perform customer service for their accounts, reducing the call volume on an over-taxed billing department
TECHNOLOGY:
- Drupal
- Web Design + Development
- Portal Development
Insurance broker software with a secure API and easy content management
Marketing Flexibility
With the Drupal CMS in the background, NORCAL’s Marcom team can publish fresh content to brokers
Team Deployment
We teamed up with NORCAL’s IT team to ensure the app conformed to security and deployment requirements
Mobile Responsive
Built with mobile responsive HTML5, NORCAL’s brokers can serve customers in the office and on the go
Reducing the number of calls to NORCAL’s customer service
NORCAL came to Praxent in need of a web-based portal to give brokers access to accurate, up-to-date information about their policies and policyholders and enable them to handle routine tasks like viewing past-due invoices, updating customer billing information, and printing certificates of insurance at the policyholder’s request. The insurance broker software also needed to ultimately reduce the number of calls to NORCAL’s customer service and billing departments and enable NORCAL to access each broker’s policy information.
Additionally, NORCAL wanted the portal built in Drupal, which would provide both a high degree of security and allow the company’s agents and marketing staff already familiar with the Drupal content management system to edit portal content and add marketing collateral in the future.
One drawback of Drupal, however, is relatively slow performance when users login to secure areas of the site. Praxent responded by creating a broker portal with a “headless Drupal” architecture using Ember App Kit that combined the performance and scalability of JavaScript with the data security and content management ability of Drupal.
The hybrid solution allowed us to develop a portal that achieves a high level of system performance along with the flexibility the marketing department desired. We incorporated key features of customer service management software into this tool to develop the best in insurance broker software.
A proactive solution
with room to grow
Now, instead of inundating the customer service department with questions, policyholders can inquire directly with their broker who has instant access to all of their policy information. This saves time and vastly improves the customer service experience for everyone. The insurance broker software we developed gets the job done with game-changing features, including:
Highly secure and flexible architecture deployed with NORCAL’s IT group for added future functionality
Filterable menu options with query caching for performance
Ability to scale organizationally with new acquisitions
Built-in broker commission reporting tool that enables brokers to reconcile commissions