Together, Zoho CRM and Zoho Desk enable improved customer experiences in the insurance industry

Together, Zoho CRM and Zoho Desk enable improved customer experiences in the insurance industry




Industry challenges:
Insurance is one of the oldest and most important businesses in the world. Strangely enough, selling someone video games or shoes is easier than selling someone insurance. Among the many challenges that insurance companies face, customer acquisition cost is a top concern. The industry depends largely on long customer life cycles and bottom line growth from cross-selling and up-selling. Flawless customer service is essential for the success of any insurance company. 

85% of insurers say that customer engagement and experience was a top strategic initiative in 2016. – Strategy Meets Action  

Business scenarios:
  1. Lack of continuity in customer relationships that negatively impact bottom-line growth.
  2. A heavily silo-ed approach to customer relationships leading to improper communication with customers and reduced conversion rates.
  3. Inconsistency in customer communication from sales and support departments that result in exposing departmental silos. This negatively impacts brand reputation.
  4. Lack of holistic insights into customer profiles. Information about customer behavior therefore cannot be fully understood to make informed business decisions. This impacts top-line growth as this leads to missed opportunities to generate new revenue from existing customers.
Zoho CRM in combination with Zoho Desk solves these challenges by allowing seamless communication between customer facing teams by providing more visible data.
 
 How this works:
  1. Sales and support teams use an integrated console to access and assimilate customer information. 
  2. The knowledge transfer between the teams is seamless which cuts down on communication lapses.
  3. Automated actions immediately notify the sales representative and the following customer action call or email gets triggered. 
  4. Customers receive consistent and coherent communication from the company as both the departments are now on the same page. This reinforces trust in the brand and the people.
With CRM and Desk working together, customer-facing teams like sales and customer service are on the same page with a unified view of customer profiles. 

For sales people: 
Before contacting a customer, a sales person accesses the outstanding tickets using the desk widget in CRM. Sales people can create tickets from the desk widget without having to toggle between two platforms, easily assigning tickets of varying priorities to support teams. The sales team stays updated about ticket status via SalesSignals in CRM.

For customer support: 
Using the handshake mode , teams can automatically prioritize tickets in the desk according to new leads and contacts. This reduces the time required to manually prioritize tickets and also makes it easier for customer service and sales teams to work in tandem. The communication between sales and support teams is more direct because of the ability to tag one another in tickets. It's easier for customer support teams to better understand requirements with a complete view of customer profiles.  
Together, Zoho CRM and Desk create seamless and unified communication between teams. This creates an uninterrupted customer journey, leading to loyal customers and better bottom line growth. 

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