ePolicy is using Apropos’ Multimedia Interaction Management solution in its customer care center, the point of contact for website customers buying or updating business insurance policies. The center is staffed with licensed insurance agents to assist customers with any sales, service or technical questions.
“The Apropos solution allows us to offer every communication channel to our customers in one manageable system and ensures service standards are met for each,” said Kelly Jones, ePolicy director of customer operations. “This includes phone, email, web chat, callback, fax and voicemail. ePolicy was previously using multiple systems to accomplish these tasks.”
ePolicy’s licensed insurance agency, ePolicy.com Insurance Services, is able to brand all of its communication channels for strategic partner’s customized website and respond to customers under the name of the private label partner. In addition, with the ability to implement unique business rules around all interactions, coverage inquiries can be directed to an insurance agent licensed for the state that a customer is seeking insurance, while archiving each interaction for a particular customer in one database.
About Apropos Technology
Apropos develops, markets and supports a comprehensive interaction management solution for managing real-time customer interactions across a variety of media, including email, web, fax and voice. Headquartered in Oakbrook Terrace, Ilinois, USA, the company has more than 250 clients worldwide.
ePolicy has established relationships with top-rated insurance carriers, including ACE USA Group, American International Group, Fireman’s Fund Insurance Company, Interstate Insurance Group, Kemper Insurance Companies, Philadelphia Insurance Companies, TIG Specialty Insurance Solutions, and others. Currently, the company provides small business owners insurance (BOP), workers’ compensation insurance, commercial auto insurance, commercial umbrella insurance, and professional liability insurance for more than 250 classes of professionals.