Xiamen People's Insurance Insurance Service Delivery Process Optimization Research

With the increasingly fierce competition in the insurance market,the insurance business to service internal customers and external customer requirements have reached an unprecedented height.Xiamen branch office years ago to seize the service area of high ground,and the customer service window of Harbor Club continue to increase investment and put forward the requirements of job innovation.In the electronic policy and the application of points,Harbor Club has been a breakthrough and some services become more convenient for internal use and management.Service delivery is an important part of customer service.Service distribution includes service charge management,service procurement,gifts(including non-physical cards and physical gifts)outsourcing distribution,and outsourcing can also include the collection of insurance policy(customer signature)and policy delivery.And service distribution is also associated with such as auto insurance rescue and other projects.Service distribution in the past has been a decentralized handling of various business units,due to links,slow,high procurement costs,delivery rate is not control and other unfavorable factors,restricting the company’s service level.Send an insurance policy to the customer to sign and generate a policy after delivery to customers,consuming a lot of labor costs.In view of this situation,the company in 2014 issued a service delivery platform to build the task,requiring the construction of service delivery platform as the focus of work,from easy to difficult,from point to surface to promote.Xiamen branch service distribution platform to create a "convenient,fast,risk control" of the internal and external network connection platform,but also internal and external network"information bridge.”The platform includes services such as service charge control,service procurement,integrated distribution(insurance policy signature;insurance policy,card coupons,physical gift distribution),exclusive rescue and other functions,to achieve the service process of electronic,remote,centralized.Will be the previous manual operation into network management;the previous manual door exchange documents into remote printing and remote upload;the previous service procurement and distribution of decentralized manual processing into centralized electronic processing,greatly improving the efficiency of the reduced cost.Since 2014,in the service delivery platform to promote the use of wing payment distribution module,the module has 20 upgrades,the transformation of more than 50 features,expand the petrochemical card,oil card distribution module and the background quota using statistical modules,the implementation of Branch of the centralized procurement and compliance requirements,the initial establishment of a comprehensive service delivery platform.Service delivery platform to run the year as of mid-June 2016 has been managed to distribute all kinds of cards more than 48,000;dispatch and implementation of exclusive rescue more than 12,000 times.Service service distribution platform can not be directly reflected in the operation of the company to increase the number of business income,but has been operating units to reduce operating costs,to provide customers with fast and convenient services.Business units and customers praise is the embodiment of the value of the platform.