COMPUTER SYSTEM AND METHOD FOR INTERIM TRANSACTION DIAGNOSIS FOR SELECTIVE REMEDIATION AND CUSTOMER LOYALTY ENHANCEMENT

• US 20090276279A1
• Filed: 04/30/2008
• Published: 11/05/2009
• Est. Priority Date: 04/30/2008
• Status: Active Grant

• Current Assignee: Hartford Fire Insurance Company (The Hartford Financial Services Group, Inc.)
• Original Assignee: Hartford Fire Insurance Company (The Hartford Financial Services Group, Inc.)
• Inventors: Cowles, Benjamin A., Quesnel, Brenda R., Randall, Stephen E., Nasenbenny, Mary B.
• Granted Patent: US 9,659,299 B2
• Time in Patent Office: Days
• US Class Current: 705/9
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls

Abstract

A customer feedback acquisition and processing system includes a data acquisition processor for receiving first and second customer feedback responses. The first customer feedback response is received by the data acquisition processor after notice of a claim is received and before the claim is resolved. The second customer feedback response is received by the data acquisition processor after it receives the first customer feedback response. The data acquisition processor may operate to classify the first customer feedback response in one of two categories. The two categories may be an attention-needed category and an attention-not-needed category. The system may also include a workflow router in communication with the data acquisition processor. The system may further include a supervisor terminal in communication with the workflow router.

Claims

1. A customer feedback acquisition and processing system comprising:

a data acquisition processor for receiving first and second customer feedback responses, the first customer feedback response received by the data acquisition processor after notice of a claim is received and before the claim is resolved, the second customer feedback response received by the data acquisition processor after receiving the first customer feedback response, the data acquisition processor operative to classify the first customer feedback response in one of two categories, the two categories being an attention-needed category and an attention-not-needed category;

a workflow router in communication with the data acquisition processor;

a supervisor terminal in communication with the workflow router, the workflow router operative to route the claim to the supervisor terminal in response to the first customer feedback response being classified in the attention-needed category;

a database storage unit in communication with the data acquisition processor for storing data that represents the first and second customer feedback responses;

a database processor in communication with the database storage unit, the database processor operative to identify trends in customer feedback response data stored in the database storage unit; and

a display device in communication with the database processor, the display device providing a screen display indicative of an aggregation of the customer feedback response data stored in the database storage unit.

2. The system of claim 1, further comprising:

storing in a database at least one attribute of at least one of the first and second customer feedback responses.

3. The system of claim 2, wherein the workflow router is operative to route the claim in response to the at least one stored attribute.

4. The system of claim 1, wherein the data acquisition processor is also for receiving at least one additional customer feedback response after receiving the second customer feedback response.

5. The system of claim 1, further comprising:

an input terminal for inputting the first and second customer feedback responses.

6. The system of claim 5, further comprising:

a voice recording device in communication with the database storage unit for storing in the database storage unit customer voice recordings that contain the customer feedback responses.

7. The system of claim 6, wherein the voice recording device is integrated with the input terminal.

8. The system of claim 6, wherein the supervisor terminal includes a sound reproduction device for audibly reproducing the customer voice recordings stored in the database storage unit.

9. The system of claim 6, wherein the trends identified by the database processor are predictive of future customer loyalty behavior.

10. The system of claim 1, further comprising:

a sales processor in communication with the database storage unit, the data acquisition processor, and the workflow router; and

a sales terminal in communication with the workflow router;

wherein;

the data acquisition processor is operative to selectively classify the second customer feedback response as company-loyal;

the sales processor responds to the second customer feedback response being classified as company-loyal by generating a selling proposition for a customer who provided the second customer feedback response; and

the workflow router routes the selling proposition to the sales terminal.

11. The system of claim 10, wherein the selling proposition proposes that the customer buy a line of insurance different from a line of insurance that was involved in the claim.

12. The system of claim 10, wherein the sales terminal is operated by an affiliate of a company that operates the sales processor.

13. The system of claim 1, wherein:

the second customer feedback response is received within a predetermined time after a trigger event; and

the trigger event is one of;

(a) closing the file;

(b) transition to a new claim manager;

(c) subrogation; and

(d) passage of a predetermined number of days after first notice of loss.

14. A computer system, comprising:

a data storage unit;

a plurality of first terminals;

a plurality of second terminals;

a processor in communication with the data storage unit, the plurality of first terminals and the plurality of second terminals;

a program memory in communication with the processor and storing program instructions, the processor operative with the program instructions to;

route first claim files and second claim files to the first terminals, the first claim files representing claims that have been received but not yet resolved, the second claim files representing claims that have been resolved, at least some of the second claim files having previously been first claim files;

receive from the first terminals first customer feedback responses generated with respect to surveys administered to claimants for the first claim files and second customer feedback responses generated with respect to surveys administered to claimants for the second claim files; and

selectively route ones of the first claim files to ones of the second terminals in response to the first customer feedback responses for the ones of the first claim files indicating that the claimants for the ones of the first claim files are not satisfied with handling of the ones of the first claim files.

15. The computer system of claim 14, wherein the processor is further operative with the program instructions to:

aggregate the first customer feedback responses to generate interim feedback response data;

store the interim feedback response data in the data storage unit;

aggregate the second customer feedback responses to generate resolved claim feedback response data; and

store the resolved claim feedback response data in the data storage unit.

16. The computer system of claim 15, wherein the processor is further operative with the program instructions to:

identify trends in the stored interim feedback response data.

17. The computer system of claim 15, wherein the processor is further operative with the program instructions to:

identify trends in the stored resolved claim feedback response data.

18. The computer system of claim 15, further comprising:

a display device in communication with the processor;

and wherein the processor is further operative with the program instructions to;

cause the display device to graphically display the interim feedback response data and the resolved claim feedback response data.

19. The computer system of claim 18, wherein the graphically displayed data is presented on the display device as part of a dashboard display.

20. The computer system of claim 14, wherein at least one of the first customer feedback responses and the second customer feedback responses include recordings of the claimants'"'"' voices.

21. The computer system of claim 20, wherein the processor is further operative with the program instructions to:

store the recordings of the claimants'"'"' voices in the data storage unit.

22. The computer system of claim 20, wherein the processor is further operative with the program instructions to:

include the recordings of the claimants'"'"' voices in the ones of the first claim files routed to the ones of the second terminals.

23. A method of operating a computer system, the method comprising:

routing open claim files to survey employees'"'"' terminals;

prompting the survey employees to administer interim surveys to claimants who correspond to the open claim files;

receiving first input via the survey employees'"'"' terminals, the first input indicative of the claimants'"'"' responses to the interim surveys;

identifying, from the claimants'"'"' responses, ones of the open claim files for which respective claimants are dissatisfied with handling of corresponding claims;

routing the identified ones of the open claim files to supervisory employees'"'"' terminals, the supervisory employees responsible for claim handlers who are handling the identified ones of the open claim files;

aggregating the claimants'"'"' responses;

storing the aggregated responses in a data storage unit;

routing resolved claim files to the survey employees'"'"' terminals;

prompting the survey employees to administer final surveys to claimants who correspond to the resolved claim files;

receiving second input via the survey employees'"'"' terminals, the second input indicative of claimants'"'"' responses to the final surveys;

aggregating the claimants'"'"' responses to the final surveys; and

storing the aggregated claimants'"'"' responses to the final surveys in the data storage unit.

24. The method of claim 23, further comprising:

identifying ones of the claimants whose responses to the final surveys indicate customer loyalty; and

presenting insurance coverage selling propositions to the identified ones of the claimants.

25. The method of claim 23, further comprising:

displaying in graphical form, on a display device, the aggregated claimants'"'"' responses to the interim and final surveys.