Devoted to online marketing, viral marketing, and web marketing

In examing the necessity to move toward mass customization we are looking at what PMA did to make itself a huge success among its customers.

We looked at how they have helped control costs and increased customer satisfaction through a loss reporting system. Now we'll look at another technology they use and why it's such a powerful tool in their customer service arsenal.

The other technology that brought rave reviews from its customers for PMA was its Imaging Platform. What it does is allow claims professionals to receive electronic facsimiles of paper documents.

From the second PMA get notice of a claim, every document is scanned that is relevant to that specific claim and is stored electronically, saving tons of space. This gives extraordinary satisfaction to the customer as those operational savings are transferred to the PMA clients through lower costs of doing business.

Included in the benefit is the fact that these documents are now instantaneously available all across the company. The result is that it makes the company much more responsive. The various professionals in claims and managed care can now collaborate throughout the entire region that the company does business, in this case from New York to Florida. This results in immediate response to inquiries by phone that used to take from hours and even days to complete.

According to company officials this results in tremendous time savings which is then passed on into greater customer service efforts for their customers. The imaging provides greater efficiency, effectiveness and delivers better results on the claims.
 
The key in all of this is to make the images available to the right people and then persuading these same people to adopt the imaging system as the tool of choice is what determines the success of the technology.

Part 1     Part 2     Part 3      Part 4     Part 5