SA`s largest independent national insurance broker, Prestasi Brokers, which is part of the listed insurance broking group Alacrity, has invested in a custom-built Remedy solution from AST Enterprise Solutions Management (ESM), to combine its workflow, customer relations management and data warehousing business processes.
With more than 100 000 clients on its books, Prestasi is striving for service excellence and satisfied clients by addressing each client`s needs individually.
"The era of IT has brought greater demand from clients for quick and effective service. The insurance legislation has also changed dramatically in the last 12 months and the Policy Holder Protection Rules now require a broker to do and know a lot more than in the past," explains Jacques Jordaan, spokesperson for Prestasi.
It was with these changes in mind and with a constant awareness of its clients` needs that Prestasi investigated the various software packages available that would allow the organisation to achieve service excellence, decrease user-error liability and improve the ability to mine and manage data more easily.
"None of the local or overseas packages could satisfy all our needs and we decided to go the custom-built route with AST ESM," continues Jordaan. "Not only can we now ensure that the correct procedures are followed by our personnel when they speak to a client, but we can also gather and capture the additional information we require in order to build a sound and meaningful relationship with our client. Needless to say, if you have captured all this information, you can also mine your data."
Prestasi will use Remedy`s Action Request (AR) System, a premier application platform and development environment for delivering Service Management applications. With its request-centric, forms-driven, workflow-based architecture, AR System`s development environment is optimised for efficiency in service management application delivery. Developed for non-programmers, AR System simplifies development tasks through its simple point-and-click, drag-and-drop user interface and includes pre-built service-management-related modules for notifications, escalations and approvals.
The Remedy AR System is compatible with Prestasi`s existing infrastructure and includes the broadest suite of intuitive integration tools for application-to-application integration, including support for Web services, with no additional programming required.
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