From talent shortages and compliance issues to rising costs and more, insurers are facing some major headwinds these days. One of their biggest challenges is keeping up with the rapidly changing expectations and needs of policyholders. Luckily for insurers, the answer to many operational woes and what their policyholders want are one and the same: more accessible self-service routes ..read more

The InvoiceCloud model was developed around customer success — which means, literally, our team can't succeed until our customer succeeds. We're in it together. That's why we take care to not only develop meaningful, positive relationships with our customers, but we set them up with all the resources they could need during and post-implementation to drive higher levels of self-service payment adoption ..read more

What do you think of when you hear the word “friction”? Maybe a point of contention you just can’t overcome with a friend or a coworker? Or even an uncomfortable piece of clothing rubbing against your skin? Well, in the world of payments, that definition isn’t too far off – friction is often used to describe touchpoints along the payment route that are unnecessarily difficult for customers to use or understand.  ..read more

We’ve all worked for that one company (or maybe companies, plural) that subscribes to a traditional, hierarchical organizational structure. You know, where leadership is the central focus and is supported by the tireless team?  ..read more

For utility service providers, CS Week is the #1 educational and customer service conference serving electric, gas and water/wastewater utility professionals across North America and around the world. This year, CS Week was back with its four-day, in-person conference, touching on topics that span the entire utility customer experience lifecycle: Analytics, Billing & Payments, Contact Center, Credit & Collections, Digital Customer Engagement, Field Services, and Strategies & Management.    ..read more

Customer experience is on the move…literally! The boundaries of Customer Information Systems (CIS) are extended to include customer self-service, field service, and sales of new products and services. Utilities are seeing this transformation as they begin their CIS upgrade or re-platforming journey ..read more

As a member-owned Town Mutual Insurer, Northern Finnish Mutual Insurance Company (NFMI) and their subsidiary, NFM Auto Agency, Inc., sell competitively priced property and casualty insurance products to their policyholders in Northwestern Wisconsin. Many of these policyholders have unique and specific needs, which were not being met by the insurance organization’s out-of-date premium collection system.  ..read more

Founded in 1899, AM Best is the world’s first credit-rating agency specifically for the insurance industry. Their rating services assess the creditworthiness of thousands of insurance companies worldwide and provide policyholders with insight into an insurance company’s ability to pay claims, debts, and more across a number of categories ..read more

The Town of Elizabeth, CO, was stuck in a frustrating situation: their legacy online payment system was increasing staff workloads and driving residents away from self-service payment routes with a poor customer experience. Without sufficient customer service from their old payment technology company, the town staff was unable to help residents when they encountered issues with the system. The team would find themselves especially overwhelmed with resident complaints after weekends or holidays, when payments wouldn't load correctly ..read more

Removingfriction from the customer experience has become one of the major focuses of insurers worldwide, and for good reason. Customer expectations have changed. Today’s policyholders expect real-time, personalized information – and many carriers are struggling to deliver.  ..read more