Esurance Gives Auto Claims Personal Touch With Video - InformationWeek
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4/2/2014
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Esurance Gives Auto Claims Personal Touch With Video

App lets a customer submit a claim via video chat with an agent. One of eight profiles of InformationWeek Elite 100 Business Innovation Award winners.

'We're not looking to create perfection the first time through. The technology of today lends itself to rapid development. There's just so much available out there.' -- Elinor MacKinnon, CIO, Esurance
"We're not looking to create perfection the first time through. The
technology of today lends itself to rapid development. There's just
so much available out there." -- Elinor MacKinnon, CIO, Esurance

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Alison_Diana
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Alison_Diana,
User Rank: Author
4/4/2014 | 3:52:35 PM
Re: Video of System
Absolutely! In fact, Esurance sees this as another career path for its claims agents. The service is new -- only introduced recently (you may have begun seeing TV commercials over the past few weeks) -- but if it becomes as popular as the company expects, Esurance could add more specialized video claims professionals, execs told me. It's definitely not seen as a staff reduction initiative; rather, it's a way for the company to connect with customers at a time when many consumers might want to see and speak to a real, live person. They've had an accident and a phone call, email, or IM just won't cut it.
ChrisMurphy
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ChrisMurphy,
User Rank: Author
4/4/2014 | 3:45:54 PM
Re: Video of System
It's a really key point about the connection to people, Alison. At the InformationWeek Conference this week, Accenture's digital biz leader Mark McDonald made the point that companies going digital should focus on making a better connection back to people. If the digital strategy is just looking to eliminate people, to automate stuff, it's a fast road to commoditization.
Alison_Diana
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Alison_Diana,
User Rank: Author
4/4/2014 | 3:37:27 PM
Re: Video of System
As companies do this, they also must remember to spend the time and resources on training the staff who will be supporting customers via video. Esurance included the two initial video service reps from the beginning, a smart move IMHO. In addition to feeling comfortable in front of and with the camera, these agents obviously can't work in a typical call center cube where people may be walking back and forth in the background and the camera can pick up a lot of noise and distractions. 
ChrisMurphy
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ChrisMurphy,
User Rank: Author
4/3/2014 | 5:11:49 PM
Re: Video of System
Many industries need to consider how they can use this kind of ad hoc video, now that most of us are walking around with a networked video camera nearly all the time. In maintenance, customer service, online sales, shipping/receiving areas -- there are a lot of potential time-saving possibilities. 
Alison_Diana
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Alison_Diana,
User Rank: Author
4/2/2014 | 2:25:48 PM
Video of System
Here's a video, by Esurance, that demonstrates its video claims system.

 

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