Celina Insurance is using IBM's Lotus Instant Messaging (previously called Sametime) both internally and externally. Employees use it to replace many e-mail exchanges among themselves, and agents use it when they visit Celina's extranet.
"When agents log on to our Web site and get authenticated, they are logged in to Lotus Instant Messaging at the same time," Shoenfelt says. Then, when they look up a customer's policy, the underwriter's name appears.
"It will display, 'Marla Overland,' for example," Shoenfelt says. "And there's a little green box, and the agents can double-click on the underwriter's name and instantly have an online chat with her. They don't have to find her number. They don't have to pick up the phone. They don't have to do anything. And they really like that."

Link: Insurance Networking News: Text Messaging Revs Up Sales For Auto Insurer >

Post a Comment