E-Commerce Solutions for the Individual Market

The Affordable Care Act created a renewed emphasis on a previously underserved segment of the insurance industry: the individual market.  Since its passage, insurance companies have been challenged to engage individual customers, while controlling (if not reducing) overhead costs.  The difficult part of this call to action is that individuals have unique needs when it comes to buying insurance...

Read More

Business System Complexities and What To Do About It

Business System Complexities and What To Do About It Business systems are complex, only becoming more complex, and as such the management of the associated identities has spiraled out-of-control for many Enterprise organizations.  Additionally, it is increasingly more challenging to protect the type of devices that access Enterprise data.  Over the years, this has culminated in business unit...

Read More

Open Enrollment: Take Two

Members of the Obama Administration were likely holding their breath recently as they braced for the 2015 open enrollment period to begin on November 15th. Last year’s launch of Healthcare.gov began with the site collapsing on the first day and only six people successfully purchasing an insurance plan. This year’s open enrollment period got off to a better start with 100,000 people...

Read More

Data Privacy in Insurance

Two months ago, if someone were to Google search for a subsidiary of one of the nation’s largest bond insurers, they could find information about its corporate structure, access annual reports, and read about their history. However, due to a simple misconfiguration of a database server one could also discover a wealth of private consumer account numbers, balances, and internal administrative...

Read More

If You Want to Control Your Destiny, Let Your Customers Control Theirs

Digital access has increased customer expectations, thereby impacting insurer’s retention rates. In today’s increasingly digital market, consumers want to control their destiny when purchasing insurance policies. In 1995, less than 1% of the world had access to an internet connection. However, the International Telecommunication Union reported that this number has skyrocketed to 40% (3 billion...

Read More

Contact Center Transformation: From Strategy to Inception

West Monroe Partner’s High Performance Contact Center team recently conducted a half-day workshop at the ICMI Contact Center Demo and Conference in Chicago.  We demonstrated how you can transform your contact center from the ground up – from organizational design, to reworking operations and strategy, to the technology and processes that support your goals. …

Read More

Resolving Internet Explorer 11, Windows 8.1 and CRM Dynamics Compatibility Issues

With the latest release of Internet Explorer 11 (October 2013) several of my clients have experienced compatibility issues while using Windows 8.1 and working with Dynamics CRM 2013 Online.  To help them solve these compatibility issues, a few simple steps were put into place to quickly resolve their issues and get them back on track and working with Dynamics CRM. …

Read More

The Agent Experience

In the past decade, the Internet has forced organizations to reinvent the way they think about customer experience.  Vehicles like Twitter and Yelp have increased transparency into how well (or not so well) organizations serve their customers.  The customer experience is so publicized and has become a focus for organizations in all industries. …

Read More

Healthcare Cost Cutting Initiatives on the Rise in 2015

The National Business Group on Health recently surveyed employers representing 7.5 million workers and the findings are in: higher deductibles and wellness programs are heavily on the rise. Specifically, the survey found: 81% of employers are planning to introduce high-deductible health plans (HDHP) to their benefits package offerings (a 9% rise from the previous year) 32% of employers will...

Read More

Fun and Gains: Increasing Customer Engagement through Gamification

Gamification is the use of game design techniques, game thinking and game mechanics to enhance non-game contexts.  When executed properly, gamification creates value beyond added entertainment to mundane business processes or even data collection. In fact, the overarching goal of gamification is to provide incentive and therefore inspire change or adoption of behavior.…

Read More
Phone: 312-602-4000
Email: marketing@westmonroepartners.com
222 W. Adams
Chicago, IL 60606
Show Buttons
Share On Facebook
Share On Twitter
Share on LinkedIn
Hide Buttons