If existing data can be processed and used comprehensively, a consistent agent and customer orientation is possible. It is not just the issue of rights and roles that makes this journey a difficult one – sometimes, harsh reality simply stops it in its tracks. For example, customer and contract data being stored in different systems of the individual divisions, missing central classification terms, applications with limited interface capabilities and data updates that are not immediately available to all users.
Information is often incomplete in the process chain from preparation of customer and/or prospective customer meetings to claims and benefits. This often leads to additional support costs due to corresponding internal enquiries – for the agent (AO + broker), their advisers and the office staff.