Arena Announce latest mstore deal at TechTrade Yorkshire
Iconica is a specialist insurer which administers all aspects of the policy and claims lifecycle, including distribution and accounting, dealing with a large number of brokers and well known insurance brands. Iconica has been working closely with Arena’s software development team since 2014 to enable a move away from vast filing facilities into a more automated world which has enabled transformation of the customer experience and a more productive workforce. A well-managed, phased implementation has also created a positive buzz as employees start to see the benefits and efficiencies and move from old ways of working.
Phase one implementation of mstore was with the Claims team where approximately 30,000 claims per annum are currently handled, all of which were stored in paper files. Call handlers are now able to retrieve customer files instantly to resolve customer queries drastically improving user experience. Inbound emails to the Claims team are automatically routed to separate work queues using workflow.
A wider roll-out of the software to the Agency team by digitising broker statements has also delivered business efficiencies including removal of postage costs and a significant reduction in manual effort purely from this one monthly task, releasing staff to focus on other business activities.
The lastest development will further integrate mstore to Iconica’s new Policy & Claims Administration system which is currently being replaced. This will improve efficiencies to an even greater extent as both systems will reference each other giving Claims Handlers a completely holistic picture of all customer communication.
Matt Wood, Head of Business Operations at Iconica explains, “We first chose Arena because they have a great product, but also as I felt that they understood our needs and demonstrated the competence to best meet our complex requirements. That decision has been repeatedly validated as Arena has delivered sophisticated software which is having a transformational effect on our day-to-day operations and will only continue to improve as we integrate the product with our new policy & claims system.”