The results obtained from the data should lead to the improvement of service delivery processes
According to the financial news report, citing the public relations of Iran Insurance, Hassan Sharifi, Chairman of the Board of Directors and CEO of Iran Insurance, in this meeting, which was attended by Seyed Mohammad Nasser Mobarqai, Alireza Moghdisi, Seyed Alireza Sadat Mir, Ismail Mahdavinia, members of the Board of Directors, Shams Elah. A salami was held by the Acting Vice President of Planning and Innovation and the Managing Director and experts of Simorgh Company in the central building of Iran Insurance. He thanked the former managers of Iran Insurance for launching this center and noted: The SRM center is a comprehensive information base and a listening ear. By establishing direct communication with customers, the company can, by summarizing and separating information and extracting customers’ needs, lead to the improvement of processes, system evaluation, improvement of the productivity system, and finally provide a suitable solution in serving Iran’s insurance to customers in Branches, centers, agencies as well as the system itself.
The managing director of Iran Insurance named the use of new techniques, including the use of robots, as one of the effective factors in improving services and said: Considering the wide range of services and the launch of new and online systems of Iran Man Insurance, the use of robot technology is It can create a great transformation in many processes and lead to optimal advancement and acceleration of the service process.
In this meeting, a member of the Board of Directors of Iran Insurance, Moghadasi considered the SRM center as the center of communication with the company’s stakeholders and the entry point of actual and potential customers and said: According to statistics, more than 550 thousand calls were made to this center last year and various reports of this Calls have been extracted and provided to different managements for appropriate decision making and planning.
This issue shows the importance and position of this center in guiding and responding appropriately to the questions and needs of customers as the main owners of the company, hence the development and expansion of Simorgh Company as the technological arm of the company in terms of human resources and various software and construction equipment. In addition to maintaining the authority of Iran’s insurance, it can provide the basis for this center to enter the field of providing services to other companies.
The member of the Board of Directors of Iran Insurance considered the establishment of a special system for the deaf with specialized and trained users to respond to the deaf in this center as an important step to provide services to the disabled community of the country and stated: the users of this center as a specialized 118 insurance center, by responding Suitable for people’s questions in various fields of medical insurance, mobile damage, car and accident insurance, the level of people’s satisfaction with the services of this center has increased. so that they can easily benefit from the services of this center if necessary.
He described the actions and results of the SRM performance evaluation unit well and requested the marketing unit to use the data of this center as well as the books and publications of the Insurance Research Institute in the field of customer orientation and said that the marketing unit should use the data of the SRM center to obtain a portfolio and Use the appropriate market share and in this way identify opportunities and threats and turn threats into opportunities in order to achieve the company’s goals.
While thanking and appreciating the services of this center, the member of the board of directors, Mr. Mubarqai emphasized: the main function and role of insurance in providing services is a soothing and restorative function for all its contacts, at the time of an accident, due to the severity of the anxiety of the losers and beneficiaries, response Legal dry spells are not healing for them, so we expect that in the SRM unit, experts who specialize in how to talk to a caller who is suffering from anxiety caused by the incident, with their presence and effective support, can act like a restorative and healing agent. This behavioral science expert can put the victim in the compensation process by preserving his dignity.
In this meeting, Sadat Mir, another member of the board of directors, listed the priority and main policy of the company’s board members to pay serious attention to the stakeholders and customers and said: In the conditions governing the country’s insurance market, one of our requirements is to move towards providing non- is face-to-face and online, I hope that the SRM center, as the front and portal of the company’s communication with customers, by receiving, monitoring, separating, summarizing, presenting quality reports to the members of the board of directors and managers of the company, will identify the problems and needs of the customers and, as a result, increase Quality and quantity of services and ultimately customer satisfaction.
At the beginning of the meeting, Salami explained the ideas and programs compiled for the development of the Iran Insurance Accountability Center and offline services and said: the launch of a dashboard on the line of the comprehensive communication center with Iran’s insurance stakeholders, considering the problems we had in the offline dashboard reports. It was put on the agenda and it was done with planning and the cooperation of the company
Simorgh has been exploited today.
He further added: In this project, Hermes and Marval software are used for reporting and registering requests, and its advantages are that the reports are up-to-date, scalable, simple and easy to understand at a glance, customizing reports, and useful. And the brevity of reports saves time and resources and facilitates decision-making for management.
In this meeting, the managing director and experts of Simorgh company and the management of information technology and statistics also explained the various stages of completing and launching this project.