Enservio Takes an ‘Outside In’ Approach to Customer Experience

"Outside In" book inspires creation of a new group that curates the claims experience for adjusters from start to finish.

NEEDHAM, Mass. – September 22, 2014Enservio, Inc. today announced the formation of a "Customer Experience" group to focus on making claims settlement as painless as possible for insureds and adjusters. Staffed by veteran adjusters and senior insurance executives, the newly formed "Customer Experience" team enhances customer service by directly helping adjusters to resolve any issues that may arise during the contents claims process. Enservio also announced today a series of new hires and employee promotions to drive the initiative.

The new initiative follows the principles described in the bestselling business book, "Outside In: The Power of Putting Customers at the Center of Your Business," authored by Forrester analysts Harley Manning and Kerry Bodine. The concept behind the book involves the "Customer Experience Ecosystem," which stresses the importance of involving everyone in the organization, not just the sales staff, as customer advocates. To quote from the introduction: "Getting customer experience right is hard. Mastery of the customer experience disciplines sets your company apart from its competitors."

Leading the Customer Experience program is Don Stafford, newly promoted to Senior Vice President of Customer Experience. Don brings 30 years of executive leadership in the areas of property insurance contents, product development, compliance and customer service.

"We've always been a customer-first company," explains Stafford. "To build the foundation for this program we spent a considerable amount of time shadowing claims adjusters in the field to really get to the heart of their issues and problems. We sought to find better ways to fulfill their needs and improve communications. From start to finish, we want to simplify the claims process for adjusters. The goal is to achieve an optimal settlement experience which benefits policyholders and carriers alike."

Enservio also announced the appointment of Kara McMahon as Director of Customer Experience. Kara was previously Location Leader with DCR Systems, a national chain of auto body repair shops where she managed store operations, directed customer agents and maintained relations with dealerships that served as the primary channel for new customers.

The company also promoted Joseph Bracken to Vice President, Product Management. Joe brings 17 years of experience spanning all aspects of product development, from concept to sales.

"Having set aside dedicated resources to staff this program will go a long way toward expediting the claims process for our customers," added Stafford. "We also look forward to receiving further feedback from adjusters about our service, and will continue to implement suggestions to make our software and services as user-friendly and effective as possible."

About Enservio, Inc.

Enservio® software and services help you solve one of the biggest issues in property insurance - knowing what's inside an insured's home or business. This visibility helps you right-price your policies upfront, settle claims quickly and accurately, manage replacements to keep customers happy, as well as run your business more efficiently. Founded in 2004, we are headquartered in Needham, MA, with offices and professional staff across the U.S. Enservio is a strategic partner of the National Insurance Crime Bureau (NICB) in their continued fight against insurance fraud. For additional information, please visit the company's web site www.enservio.com or call 888.567.7557. Connect with Enservio via LinkedIn , Twitter, and Facebook.

Enservio is a registered trademark of Enservio, Inc. All other trademarks referenced are the property of their respective holders.