Service Request Management for Insurance Industry

Enable expedient resolutions to customer queries by effectively managing multiple customer touch-points.

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The Newgen Advantage for Service Request Management

  • Empower Customer Service Staff

    Manage Touch-points & Information

    Lead effective management of multiple customer touchpoints and ensure robust handling of the information they share.

  • Enhance Customer Experience

    Enhance Customer Experience

    Ensure prompt and consistent customer query resolution via multiple channels such as contact center, customer service portals, SMS, chat, email, fax and social networks.

  • Ensure SLA Adherence

    Empower Customer Service Staff

    Provide easy access to relevant customer / product / industry data, to customer service representatives for contextual query handling.

Brochure: Automation Service Request Management for Insurance Companies

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Newgen Solution for Service Request Complaint Management

Insurance Service Request and Complaint Management Solution

Newgen helps insurers optimize the Service Request and Complaint Management process. It offers a comprehensive solution built on its best-of-breed Business Process Management (BPM) and Enterprise Content Management (ECM) platforms, to automate and streamline this process. The Newgen solution ensures speedy resolution of customer service requests received via all input channels including contact centers, customer service portals, SMS, chat, email, fax and social media platforms.

Leveraging its mobility platform – NEMP, Newgen also enables insurers to offer convenient self-service tools to their customers. Using the Newgen mobile app, insurance companies can allow customers to access their account details, keep track of payment dates, check status of service requests, and file claims online, using their mobile phones or tablets.


What is Customer Service Request Management

Solution Highlights

  • A single platform for registration of all service requests/complaints received via different channels
  • Acknowledgement of registered request/complaint along with SLA information
  • Rules-based routing of service requests/complaints to appropriate department/individual for resolution
  • Automatic parsing of inputs received via email or social network to identify context/request type
  • 360 degree view of customers’ details to customer service representatives, ensuring informed and faster query resolution
  • Real-time monitoring of service request & complain management process, ensuring improved operational efficiencies
  • Seamless integration with other business applications such as CRM, ERP, etc.

Request A Demo of Service Request Management Solution

In today’s time, the fundamental expectation of most sophisticated financial services customers is the availability of customer service over the phone, your website, via email or Social media. Companies need to recognize all the ways in which customers reach out to them, and then service their customers accordingly.

Newgen’s solution for Service Request Management provides a unified, multichannel communication solution with a 360-degree view of the customer. Some benefits are:

  • Provide exceptional customer service to increase customer retention and brand loyalty
  • Address customers’ concerns at the right time, right place and through the right channel
  • Enhance visibility and transparency across processes
  • Ensure regulatory compliance
  • Reduce operational complexities and costs arising due to service inefficiencies and risk exposure