Technology to accelerate customer service

By Yalixa Rivera Cruz / El Nuevo Día

Cooperativa de Seguros Multiples next week will reinforce its policy toward customer service by utilizing the concept of interactive kiosks that will allow their clients to carry out their transactions without the intervention of a service representative.

The first phase of this project, known as MultiExpress and which will be available as of March 15th, will consist of 12 interactive units that will be located within the nine Seguros Multiples branch offices located throughout the Island. 

Through this sophisticated technology, anyone will be able to carry out personal inquiries, make payments with their credit cards, report claims, print certificates of insurance and copies of personal policies, as well as obtain automobile premium quotes.

Soon, these functions will be augmented by options to pay with debit card or check, as well as to obtain property insurance premium quotes.

“For us, service is the principal factor in our relationship with our customers.  We have a project that is already functioning for various years that is called ‘culture of service,’ and this has to be viewed within the context of this project and our desire to offer extraordinary service to our customers,” explained René Campos, president of Cooperativa de Seguros Multipels.

MultiExpress Kiosks have large screens using “touchscreen” technology to facilitate their use with explanations on all procedures.  

However, Campos indicated that together with the kiosks there will be personnel assigned or “hosts”
composed of customer service personnel, who will be available to assist customers and advise them as to how to use this new technology.

This executive expects that the 350,000 Coperativa clients will benefit from the services rendered by MultiExpress.  Seguros Multiples invested about $200,000 in the purchase and setup of the kiosks, these  are very similar to the ones used by Ticket-Pop or those that are used by airlines to process boardings.

“The intention is to accelerate services and avoid lines of people waiting.  Our idea is to assist the greatest number of people utilizing our current resources,” added the insurance executive.

Campos reiterated that at no time has he considered reducing his work force, which presently ranges among 380 persons, to substitute them with the interactive kiosks. 

The second phase will be to go outside of the branch offices and into shopping centers and other locations with lots of human traffic, indicated the president.

“We already have an agreement with the American Airlines Savings & Credit Union to locate the first kiosk outside of our branches,” commented the president.

These services were already available through the Seguros Multiples Web Site.  Seguros Multiples expects, moreover, that through MultiExpress customers may be able to complete at least 80% of their transactions.

According to data provided by this insurer, some 45% of the persons that visit their offices go there to report a claim and to effect changes on their policies.

In order to test acceptance of this new technology, a pilot program has been established that operates in the service center of the Seguros Multiples Central office.

“Customer reaction has been very positive where there is evidence of their desire to use the equipment because of ease of use and confidence, he commented.

Eventually, this service will be available at the three branches in the Florida region.

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