First Notice Systems (FNS; Boston), Netcost Claims Services (Streamwood, Ill.) and Claimforce (Warrenville, Ill.) have integrated their Web services to offer Glass+, an end-to-end glass claims management service for P&C insurers. "Carriers will typically leverage this integrated platform in an outsourced call center environment," says Greg Powers, vice president of sales and business development, FNS.
New scripting, triaging and scoring tools offer prompts to customer service representatives, direct more-prominent claims to managers and flag fraudulent activity, Powers relates. The solution also includes enhancements on the back end, such as customer service index breakdowns by shop and location, automated claims tracking and automated shop repair replacement reporting.
Glass+ is built on a Microsoft (Redmond, Wash.) .NET Web-services architecture, which integrates FNS' and NetCost's four call centers with both FNS' ClaimCapture platform and Claimforce's claims management services to facilitate real-time data exchange.