Merlin Claims, Chartered Loss Adjusters, has deployed BigHand for BlackBerry to better engage in remote working capabilities while achieving a reduced claim lifecycle.
Merlin implemented BigHand for BlackBerry, a market leading voice productivity vendor, as a replacement to traditional portable dictation devices. The benefits Merlin has experienced since implementing the BigHand platform include the ability to take and attach photos and documents whilst on site, access to advanced workflow management, integrated speech recognition and a crystal based analytics module for enhanced management reporting. The results have seen Merlin significantly increase the productivity of its Loss Adjusters whilst working remotely, enabling reports to be instantly sent from site, speeding up initial reporting at the first visit by over 40%.
This combined with a bespoke App, that enables Adjusters to upload details of any communication with a customer directly into Merlin’s claims management system, means the ability to robustly support and drive an enhanced customer experience has been further improved through the use of leading edge mobile technology.
Alex Kilpatrick, Client and Customer Services Director, Merlin Claims, commented: “To support our people and ensure we continue to exceed our clients and their customer’s expectations we are always looking at how we can harness the latest technology to add value to the claims process. BigHand for BlackBerry as well as our ability to develop other bespoke applications is enabling our Adjusters to instantly and effectively communicate whilst in the field. Moving forward we have a number of projects, both for field and office based claims staff that will provide further enhancements and deliver significant benefits.”
Source : Merlin Claims
