customer service

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

Client

MS Amlin,
United Kingdom

MS Amlin london offices
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 has helped to streamline 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.

What MS Amlin says:

Broker

MS Amlin

“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.”

Story:

MS Amlin had a pre-existing e-platform to work with their insurers and customers. But to realise the full potential of their e-platform, they started looking for a solution that would transform their digital customer journey. Surfly offered them just that. Our team understood their unique needs and seamlessly integrated our co-browsing technology into their pre-existing e-platform. After integrating Surfly, MS Amlin has seen an increase in overall broker and customer satisfaction due to their ability to collaborate remotely in real time. The time taken to get a quote and start a policy has been greatly reduced. 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.

Key Benefits:

  • For Insurance Companies

    Innovate digital customer journeys utlizing current technology and infrastructure investments.

  • For MS Amlin

    MS Amlin enabled a fully collaborative experience to their digital customer journey while leveraging their current technology investments.

  • For Insurance Agents

    A seamless way to communicate and collaborate with customers in real time, as if you are sitting side-by-side.

  • For MS Amlin's Agents

    Agents are able to answer customer questions and review policies collaboratively and in real-time, reducing the time to close a new policy.

  • For Insurance Customers

    A personalized, collaborative, and highly visual customer experience that enhances and improves the complex purchase process.

  • For MS Amlin's Customers

    Shorter resolution times as customers can remotely collaborate in real-time at every step in the policy completion process.

  • Enterprise Insurance

    29 March 2021

    Why Surfly impressed me?

    “Surfly’s co-browsing solution is easy to use for both customers and agents, and the back-end system allow business to customize many different settings like user interface and the back list/ white list, and so on.
    What attracted me most is Surfly’s e-signature feature and document collaboration, which can help the insurance industry develop the digital online service significantly.”

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  • Administrator in Enterprise Financial Services

    25 May 2020

    A hassle-free solution that is friendly to use, easy to integrate, and affordable to adopt.

    “Universal browsing with video chat and document upload/download is a perfect combination for digital insurance! And I think the free trial and online resource is really helpful for early evaluation.”

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  • Catherine D
    23 November 2020

    Great additional service to our company

    “It is so easy! No one has to download anything for us to connect and the steps needing to make the connection is simple. It has great features that make it easy to show multiple websites and even be able to show documents loaded in my computer. To be able to swap control of the cursor back and forth is also great, so the end user can feel a part of their own enrolment.”

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