Seamless MultiChannel Service

Seeking to drive improved sales and service interactions with policyholders across multiple channels, BELAIRdirect, a subsidiary of ING Canada (Toronto; $7.8 billion in assets) that directly markets home and auto insurance, selected Cupertino, Calif.-based Chordiant Software's Enterprise Platform and Servicing solutions. The solution will enable BELAIRdirect to provide customers with a seamless, consistent experience from initial quotation through completion of issuance and in subsequent service interactions, according to Chordiant.

"Our objective has always been to improve the quality of our contacts with our customers and to offer them a unique experience," asserts Denis Guertin, COO, BELAIRdirect. Guertin says that the Chordiant solutions' rich process management capabilities give the carrier the ability to improve call center interactions, streamline collaboration with distributors and expand self-service capabilities offered through BELAIR-direct's Web site. "The solution's rich framework and insurance content accelerators will provide us with rapid time to value and greater ongoing business agility."

Anthony O'Donnell has covered technology in the insurance industry since 2000, when he joined the editorial staff of Insurance & Technology. As an editor and reporter for I&T and the InformationWeek Financial Services of TechWeb he has written on all areas of information ... View Full Bio