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Norwich Union To Deploy ClickSoftware

The vendor's ServiceOptimization Suite will be deployed in the carrier's auto insurance business to more efficiently schedule field engineer appointments.

Norwich Union (Norwich, U.K.; a division of Aviva) has selected ClickSoftware Technologies Ltd.'s (Burlington, Mass.) ServiceOptimization Suite, including ClickSchedule and ClickMobile to streamline field operations. The products will be deployed in the carrier's auto insurance business to more efficiently schedule field engineer appointments to inspect damaged cars following accidents, and perform quality control audits on garages, according to a ClickSoftware source.

The initial deployment will support about 100 of Norwich Union's several thousand-strong field force. The carrier will use ClickSchedule to automatically schedule its field engineers' day, ensuring the company sends the right engineer with the right skills to the right job at the right time, the ClickSoftware source says. ClickMobile will connect workers in the field to headquarters giving them up-to-the-minute scheduling changes as well as a paperless means of receiving and reporting on work completed to improve efficiency, according to the vendor.

"We are always looking at ways in which we can improve our business processes to drive operational efficiencies," comments Peter Holce, service delivery manager, Aviva PLC. "Implementing an integrated, optimized scheduling and mobility solution will enable us to significantly reduce the number of back office administration staff, as well as reducing our carbon footprint through the reduction of unnecessary travel."

The implementation of ClickSchedule will enable Norwich Union to streamline its current procedures, reduce the number of back office administration staff responsible for booking field engineers appointments by almost 90 percent, and consolidate this service within the U.K., the vendor reports. Optimized scheduling will enable the carrier to reduce its carbon footprint by consolidating car inspection visits to the same garage and creating efficient work orders that reduce unnecessary travel while ensuring strict adherence to service level objectives, according to ClickSoftware.

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

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