MS Amlin enables real-time remote collaboration using their existing tech investments

Innovative digital customer journeys

A fully collaborative experience to their digital customer journey

MS Amlin had an existing e-platform for insurers and customers but sought to enhance their digital customer journey. They integrated Surfly’s co-browsing technology, which was tailored to their needs. This integration improved broker and customer satisfaction by enabling real-time remote collaboration, significantly reducing the time to get quotes and start policies.

It couldn’t have been easier – the system is perfect for when I have the client in front of me (or on the phone) since I can provide an immediate quotation easily and don’t need to waste time and effort by going elsewhere and waiting for a response.

Broker

Customer support

Challenge

MS Amlin needed to streamline the process for their brokers to receive quotes from insurers as well as work with their customers to review and finalize their policy options. Rather than continuing to rely on email and phone calls, they launched an e-platform to streamline this process, allowing brokers to service their customers significantly quicker than before. To further improve their new digital customer journey they needed to enable their brokers and customers to seamlessly collaborate remotely using the new e-platform they had already invested in.

Solution

By integrating Surfly’s Co-browsing technology into their Countrywide e-platform, MS Amlin is able to offer an upgraded and superior customer experience. Both brokers and customers are able to remotely collaborate in real-time to review policy and risk options as if they were meeting face-to-face. This became increasingly important when COVID restrictions made it impossible to meet in-person. Using Surfly’s Co-browsing technology, MS Amlin streamlined the overall process for both agents and customers, greatly reducing the time it takes to get a quote and start a policy.

Results

By implementing Surfly as part of their e-platform, MS Amlin has seen an increase in overall broker and customer satisfaction due to their ability to collaborate remotely in real time and make choices about their policy and coverage options. Brokers are able to instantly answer any question or concern instantly versus the previous method of working with customers over the phone or via email. When asked about their satisfaction with the ability to use co-browsing as part of the digital customer journey to collaborate with clients, most brokers scored Surfly’s Co-browsing a 10 out of 10.