Strategic Internet services firm Primix (www.primix .com) has developed anIntelligent Customer Response (ICR) service to provide insurancecarriers more access to relevant customer information. The goal:more robust and efficient customer service.

Primix thinks the new service-designed to complement existingsales channels-will enable clients to leverage all companyknowledge and information and provide them a quote-to-claim view oftheir customers by integrating customer data sources in a centralrepository. It also claims that ICR allows instant access to salesand claims data, inquiries, and product specs across the enterprisefrom any SQL-enabled database.
Customers can benefit, too.

How about online self-service? According to Primix, customersare granted access to their account information and can submitinquiries, claims, and applications. ICR leverages applications,systems, and data for all users whether accessed by phone, voicerecognition unit (VRU), the Web, or a wireless device. As such, theend result can be a personalized experience augmented by customizedinformation based on products and services purchased.

ICR features best-of-breed appraisal tools-includingClaimsWorkstation from the Freedom Group and Simsol's I2Vconstruction estimating system-permitting adjusters to queryproduct databases to determine actual values of claims items andsift through historical claim information to produce more accurateand timely settlements. Primix said clients can expect animprovement in productivity and the opportunity to reduce overallcost of providing services.