Per a 2011 Forrester Research report, 54% of insurance customers and prospects use the web to check insurance claim status, renew policies, and research insurance needs, and that by the end of the decade, non-web users will be nearly non-existent.
And with this Internet-enabled channel being used to quote, do comparisons, file claims, and service agent / broker access, speed and performance matter! Customers today reach out to your organization through web-based services using browsers and smart phone devices of every kind. Quality service in this complexity is challenging to monitor and manage. And, traditional performance monitoring tools are stuck inside your organization’s firewall. You simply don’t have the insight you need to ensure that your customers are getting thorough, fast, uninterrupted service.
In the same Forrester report, when prioritizing the characteristics of a website, 95% of consumer respondents rated use-ability as “very important”. Behind only personal banking websites, insurance websites are expected to be available at least 99% of the time by a wide majority of consumers and agents.
When your organization is unaware of the kind of experience that your customers are having with your institution, you are at a risk for:
- Poor customer satisfaction
- Potential loss of immediate revenue / customer lifetime revenue
- Lost opportunities to cross-sell or up-sell
- And most difficult to regain, a possible negative impact on your brand
How do you ensure a positive customer experiences?
Understand Your Customers’ Experience with Your Insurance Company
Gain and Retain Customers, Protect Your Revenue and Brand
Compuware’s Application Performance Management (APM) solution provides true end-to-end visibility and a unified view of application performance beyond the data center and firewall. It provides you with the industry’s only complete end-to-end troubleshooting, from your mobile insurance customer on a smart phone, or an agent on a iPad, through the Internet, to your internal IT systems.
Compuware’s APM solution works with, and incorporates data, from your existing monitoring tools. That is why the top insurance companies, like Blue Cross Blue Shield, Sentry Insurance, ANPAC and Liberty Mutual, rely on Compuware to ensure optimal performance of their insurance application delivery chain.
No other company offers this total visibility in an application performance management solution.
See Gartner's comprehensive 2011 "Magic Quadrant for Application Performance Monitoring (APM)" report. This report evaluates 29 vendors on their completeness of vision and ability to execute effective application performance monitoring.
Key highlights:
- Gartner positions Compuware in the top corner of the "Leaders" quadrant
- Compuware leads on both completeness of vision and ability to execute