Aquarium’s platform delivers the most comprehensive solution for insurance companies seeking a quick, simple and effective route to market. Our platform has a proven track record of delivering fast return on investment. It can be deployed with minimal impact within existing IT ecosystems and, as a cloud-based solution, is fully scalable to the needs of the business.
The platform consists of several integrated service components - both technical and functional – that deliver a comprehensive, end-to-end solution. These include:
Customer engagement and CRM:
This component provides a single customer view of omni-channelled interaction across web, SMS, email, phone and post. It ensures automated engagement through enquiry, follow up, sales process, mid-term adjustment, renewals and claims management. Customer satisfaction can be measured through net promoter score generated via SMS and or email including keyword and sentiment analysis.
Case Management: policy, claims, billing
This module delivers customer onboarding, underwriting, issuing cover, claims management, premium collections and management of customer queries. Our configurable process automation engine delivers optimal operational efficiencies and improves the customer experience. Integration with third parties (such as vets’ practices for pet insurance) delivers fast claims settlement.
Rules engine: Rating and complex evaluation:
Aquarium’s platform delivers hundreds of quotes per second, with millisecond quote response times. Plug-and-play integration with the market leading aggregators enabled new products to be brought to market quickly. The rules engine also deploys machine learning to evaluate complex document content and for decision support during policy service and claims processes.
Business process modeller:
Our graphical editor captures business processes without the need to manage hundreds of lines of code. This drives improved operational efficiency via process automation as well as delivering better customer engagement and service, driving improved brand loyalty and ensuring claims are settled quickly, accurately and efficiently.
Aquarium’s task manager module manages the automation of task assignment based on relevant skills. This increases team flexibility and reduces the risk of missed deadlines. The workflow manager helps insurance companies ensure that they deliver service level agreements and quickly escalates bottlenecks for remedial action.
The communications manager component of Aquarium’s platform enables multi-brand templates for letters, emails, SMS and other outputs to be created. Template production is simplified to a drag and drop process and template rules can be added that permit the output content to be dynamically created based on the specific scenario.
The document management module ensures that all inbound and outbound communications are stored in a fully searchable format, with scanned copies of the physical documents automatically uploaded. Email integration is used to ensure all email communications are recorded automatically against a specific customer record, even across multiple policies.
Native reporting engine:
Reporting is made simple with point and click report configuration, using popular templates for both headline and detailed analysis. Reports can be scheduled to run and shared automatically via email or file transfer. Big data can be optionally exported every 15 minutes to external data hubs or warehouses.
Extendable data model:
Aquarium’s platform offers data model flexibility, enabling multiple lines of business to be managed under one single customer record. As a cloud-based solution, the data model can be easily tailored to suite the evolving needs of the business without any need for software development or complex IT integrations.
API & SDK extension and differentiation:
The platform deploys plug and play integrations with the major insurance aggregators (Confused.com, moneysupermarket.com, gocompare.com, comparethemarket.com), payment houses such as WorldPay and PayPal, as well as popular CRM software. It permits custom solutions to be built on top of the core platform enabling companies to build differentiating services and applications.
Enterprise data importer:
This module permits external data sources to be bulk loaded into Aquarium’s platform quickly and simply for immediate action. It allows organisations to create data maps to specific objects in the Aquarium platform to enable the data to be accurately validated into the platform before being automatically loaded.
Customer satisfaction, complaints, performance management:
Customer satisfaction is integrated into the platform, using multiple communications channels including SMS, email and telephone. Analytics of communications sentiment helps identify potential concerns and allow companies to remedy issues proactively, delivering measurable high levels of customer satisfaction, positive net promoter scores and enhancing brand value.