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Financial Services Salesforce.com Solutions: Pricing Desk in the Cloud
In a previous blog, “Customizing Salesforce.com for Better Business Results,” I described a customized Salesforce solution configured for a financial services organization to help realize the greatest...
View ArticleHow Cultured Are You? Change your M.O. to win the war for talent and gain...
“It is not part of a true culture to tame tigers, any more than it is to make sheep ferocious.” – Henry David Thoreau I must preface this blog post by assuring you that you will not be enlightened on...
View ArticleHow do I decide if Salesforce or Microsoft Dynamics CRM is the right solution...
Companies today are struggling with which Customer Relations Management (CRM) tool to implement and leverage into their ever growing business model. The current front runners are Salesforce and...
View ArticleHow Cultured Are You? Change your M.O. to win the war for talent and gain...
“No culture can attempt to live if it attempts to be exclusive.” – Mahatma Gandhi Although culture can initially be shaped by a subset of individuals, integrating their values and beliefs into everyday...
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Opportunities for Efficiency in Homeowners Insurance Property Inspections
As an industry, Insurance is traditionally less progressive when it comes to technology and innovation. It is still common to see carriers using antiquated systems that lack enterprise data and...
View ArticleWhy ‘Easy’ Matters – A ‘CX’ Series on Understanding the Impact of Customer...
West Monroe’s Customer Experience team has done a lot of work over the last few years to understand the bottom-line impact of customer effort. Client work across a broad range of industries – banks...
View ArticleMeaningful Analytics – Using Business Intelligence to Decrease Healthcare Costs
On the surface, the recent statement from the Center for Medicare and Medicaid Services (CMS) concerning the prevention of $210 million in fraud over the last two years (1) appears to be a good thing....
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Is Your Claims System Creating Operational Value?
Over the years I have had the privilege to use, configure, and review a multitude of claim and benefit administration systems. Some have been home grown systems that have evolved as a business changed,...
View ArticleMeasuring Customer Effort: Key Steps to Drive Customer Experience Success
In many customer-centric organizations, the customer service mantra has historically read: “The customer is always right.” Successful customer experience innovation requires understanding what your...
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Fun and Gains: Increasing Customer Engagement through Gamification
Gamification is the use of game design techniques, game thinking and game mechanics to enhance non-game contexts. When executed properly, gamification creates value beyond added entertainment to...
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Importing Contacts, Accounts and Leads in Dynamics CRM 2013: Fast & Simple
How often have you needed to update your contacts, accounts, or leads in CRM Dynamics and found the process to be daunting and complicated? If you have experienced this issue, I have provided a few...
View ArticleLoyalty and the Customer Experience for Insurance Consumers
At West Monroe Partners, we define the Customer Experience as the sum of a customer’s interactions with a company across all of its touch-points – including agents, channels, systems, products, and...
View ArticleThe Agent Experience
In the past decade, the Internet has forced organizations to reinvent the way they think about customer experience. Vehicles like Twitter and Yelp have increased transparency into how well (or not so...
View ArticleSifting Through the Mess: The Do’s and Don’ts of Designing Information...
These days, the number of things that humans accomplish through computer interfaces is growing exponentially. We need barely to think, ‘What’s the quickest way to get home? What song is playing right...
View Article“Insuring” a Positive Customer Experience in Your Claims Center
Like any other industry, technology is forcing insurance companies to change the way they do business. Specifically, it’s widely accepted that direct sales, via the internet and other mobile avenues,...
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Resolving Internet Explorer 11, Windows 8.1 and CRM Dynamics Compatibility...
With the latest release of Internet Explorer 11 (October 2013) several of my clients have experienced compatibility issues while using Windows 8.1 and working with Dynamics CRM 2013 Online. To help...
View ArticleContact Center Transformation: From Strategy to Inception
West Monroe Partner’s High Performance Contact Center team recently conducted a half-day workshop at the ICMI Contact Center Demo and Conference in Chicago. We demonstrated how you can transform your...
View ArticleIf You Want to Control Your Destiny, Let Your Customers Control Theirs
Digital access has increased customer expectations, thereby impacting insurer’s retention rates. In today’s increasingly digital market, consumers want to control their destiny when purchasing...
View ArticleData Privacy in Insurance
Two months ago, if someone were to Google search for a subsidiary of one of the nation’s largest bond insurers, they could find information about its corporate structure, access annual reports, and...
View ArticleE-Commerce Solutions for the Individual Market
The Affordable Care Act created a renewed emphasis on a previously underserved segment of the insurance industry: the individual market. Since its passage, insurance companies have been challenged to...
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