EchoTCF is a workflow that measures broker customer experience allowing brokers to have their service levels assessed by clients - in real time.
EchoTCF is a workflow that measures broker customer experience allowing brokers to have their service levels assessed by clients – in real time.Realising the importance of nurturing and maintaining these relationships, which are ongoing and based on service delivery, Cardinal is proud to launch a customer engagement process called EchoTCF (Treating Customers Fairly) in partnership with Lightstone Consumer. EchoTFC is a workflow that measures broker customer experience allowing brokers to have their service levels assessed by clients.EchoTCF allows brokers to actively interact with their customers at critical times during the broker:customer business process. Clients are sent a SMS with a URL linked to an online questionnaire which allows the client to provide instantaneous feedback on their experience with the broker, including: New Business, Claims, Renewals, Endorsements and Cancellations
This solution now enables brokers, managers and owners of the brokerage to measure the level of service and satisfaction experienced by the policyholder, and to be proactive and take corrective action to retain the client in a negative experience situation.
With EchoTCF, the brokerage will also be able to monitor staff service delivery whilst bench-marking themselves against the market and fellow brokerages in the same industry. During the EchoTCF process, certain (TCF) and FAIS regulation questions may be asked and confirmed for record keeping purposes to assist compliance requirements, which will be a great benefit for brokers and companies.
Understand your business by rolling up customer feedback after key customer interactions we are able to measure and understand the performance of
teams, brokers, regions or any other operational categories.
To request a demo or to find out more about EchoTCF, please contact us on 083 310 5340 or complete the form below.
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