Plumbing and heating is as traditional a trade as they come. For a very long time the main demand has always been being able to offer a highly skilled service and fix whatever issue has arisen quickly and efficiently.
This is no longer the case. Skills and expertise are no longer what sets you apart – they are the basic expectations of the insurance industry. True excellence for this sector demands the accurate sharing of live data in order to provide the essential link between customer and insurer.
Insurance companies require their providers to be able to service large volumes of jobs but customer expectation, in terms of being kept informed, must also be met. As technology has developed within the service industries, end users expect to be much more involved in the process.
At the centre of this is the customer portal system. It allows both insurer and provider to input essential data as it happens so that the customer can be kept in the loop as the claim progresses as well as enabling all parties to retrospectively examine the job if required. Accurate and timely updating by call handlers, cost estimators and engineers create a complete picture of each claim.
In a fiercely competitive insurance space, being able to demonstrate this level of customer service is top of the list when it comes to appointing providers. Good engineering and compliance are just the starting point and this most traditional of trades must keep up with increasing customer expectation and the technologies required to meet it.
This is an area that we have focused on over the last few years and led to us win the award for Accurate Updating of the Portal by AXA at its recent Network Conference.
To all those engineers out there who are delivering high levels of plumbing and heating repairs and maintenance but not getting to grips with reporting and administration, you need to raise your game.
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