 Martyn Green, Cheif Actuary, Underwriting, Lloyds TSB Insurance IN DEPTH: CUSTOMER RETENTIONThe Key to Keeping Customers Is Getting to Know ThemCarriers that get to know their customers well -- by effectively leveraging collected data and by simply listening to what they say -- have a huge advantage in a tough insurance market. Technology and the Science of Customer Retention Data accessibility, analytics, rules-driven workflow and process visibility can supply the capabilities insurers need to retain profitable customers, according to Dave Kaytes, Novantas, and Matthew Josefowicz, Novarica. Not All Customers Are Equal: The Case for Differentiated Service Insurers can maximize their customer service technology investments by identifying what is valuable to different tiers of customers and matching capabilities to customer profitability. WORKFORCEFarmers Pilots Use of IBM Simulation Game in Call Center TrainingFarmers Insurance is piloting the use of IBM's business process management (BPM) simulation game in its call center leadership training programs. DISTRIBUTIONCUNA Mutual Improves Sales With Voice Signature TechnologyCUNA Mutual develops voice signature technology and dramatically improves sales conversion rates in its call center. POLICY ADMINISTRATION & MANAGEMENTULLICO Selects SEG Policy Admin SystemRules-based SEG system will enable the Washington, D.C.-based carrier to manage growth while providing better customer service more efficiently. SECURITY/RISK MANAGEMENTLouisville Health Information Exchange Taps 3M to Build Health Record BankKnown as LouHIE, the Louisville initiative will differ from other health information exchanges in that consumers will control what parts of their personal health information will be shared with which parties. CASE STUDIESPacificSource Taps File Virtualization to Migrate FilesPacificSource Health Plans implements F5 Networks' file virtualization appliance to enable non-disruptive file migration and improve network availability. SPARTA Reduces Rekeying Headaches Startup SPARTA Insurance adopts a policy administration platform from LexisNexis Insurity to reduce traditional rekeying inefficiencies. |
FROM THE EDITORInsurance Tech Spending: Is This As Good As It Gets?Vendors say they see signs of life in the insurance technology market, and their marketing strategies are geared toward helping carriers control the costs and risks of IT investments. CARRIER CONFIDENTIALTechnology, User Experience Keys to Grange RebrandingAs Grange Insurance responds to market changes with a corporate rebranding and other business initiatives, its technology organization seeks to improve the user experience of two important groups -- independent agents and policyholders. INFRASTRUCTUREImplications of Oracle/Sun Slight for Insurance in the Short TermOracle's bid to acquire Sun is groundbreaking from a general technology point of view but its meaning for the insurance industry is likely to manifest itself over a longer timeframe, as the vendor's strategy evolves. GLOBALIZATIONNew AXA Tech CTO Vincent Cohan Drives Global FocusMoving away from a more regional orientation, AXA's IT services organization will provide worldwide network connectivity and management of IT assets, hardware and software, change control, and incident management. CUSTOMER INSIGHT/BUSINESS INTELLIGENCEIBM Launches Analytics-Focused Consulting PracticeIBM has launched IBM Business Analytics and Optimization Services, a large analytics-focused practice within its Global Business Services group. 
NAMES IN THE NEWSGary Plotkin Supports OneBeacon's Growth StrategyWeb 2.0 communications and collaboration technologies are on new OneBeacon CIO Gary Plotkin's agenda in support of the carrier's specialty lines-focused growth strategy. |