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IT-510-X2473 Advanced Info Technology
Module 2 Assignment
SNHU
CASE STUDY e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e
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Introduction
The business case proposal presents a summary of URCovered Inc. which is a
reputed business entity. It is known to be one of the largest auto insurance entities in
North America. There is scope for the organization to enhance the customer service in
the claim management area. The objective is to present the problem that lies before the
business and capture its impact on the entire business enterprise. Ultimately, the
audience of the system proposal has been highlighted in the proposal so that they can be
properly communicated about the changes.
Background
URCovered Inc. has designed a new and innovative mobile application that can
help the business to strengthen the level of communication and engagement with its
customers. After conducting the information study of the new mobile application, a
number of limitations and problems have been identified. Initially, the entire
management team was in favour of the application but after intricate details were
captured, the new mobile application seemed to be a poor model that could limit the
personalized approach towards the customers of URCovered Inc.
In the digitalized times, every business undertaking must try to implement new
techniques in order to enhance the quality of customer engagement. In the case of the
URCovered business, there is the need to establish and clear and transparent means of
communication so that the customer can reach the business entity without facing any
challenges and hurdles. Adapting to the latest mobile technologies could be fruitful for
the concern provided it could manage the customer claims effectively (Mobile and
mobility, 2019, p 1).
Problem Statement
CASE STUDY e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e
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The URCovered Inc. business has designed a new mobile application with the
fundamental intention to improve the quality of the customer service in the claims
management area. The innovative approach would play a vital role to influence the
customer relations of the business. But after the detailed Information Technology study
of the new model, a number of limitations have been captured which could adversely
affect the customer relationship (Sevilla, 2019).
Even though the new system is properly integrated with accessibility via the
internet and can be used by people who are involved in the claim process, it could
affect the quality of the personalized contact. There is the possibility that the customers
of the auto insurance business would feel disconnected as they would be interacting with
software instead of interacting with the case managers (Sevilla, 2019). The loss in the
personal connection could adversely affect the business performance in the long run.
Audience
In order to introduce the new system in the claims management area, it is
necessary to identify the key audience that would be involved in the process. The main
audience in the system proposal are the customers of the business who make claims and
the case managers (PAREEK, 2017). The other audience members who would play a
vital role in the system setting include the car repair shops, the paint shops, and the
auto body shops. Since the business basically deals with the auto insurance activity the
various kinds of auto service providing companies would form a part of the system.
During the type of change, it is extremely important to keep in mind all the
members of the audience that would be affected in the process. The details of the
mobile application that has been designed to make changes in the customer service
model in the claim management must be carefully communicated with the identified
audience members (Beatty, 2015). Communication is the key that can enhance the
CASE STUDY e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e e
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overall outcome of a change process in a business setting. In the case of URCovered
Inc., the personalized connection would be substituted by an innovative and technology-
based business model (Beatty, 2015). Thus in order to communicate the details of the
system proposal with the supplier side, it could use the business website. Similarly, it
could also hold public events so that they could get a thorough insight into the new
claim management model. e
URCovered Inc. must carefully design the communication approach with the
customers who make the claims as they are the key stakeholders and audience of the
business undertaking. It could conduct workshops so that they could understand how the
technology-based tool could simplify their experience (Beatty, 2015, p 8). In addition to
this engagement model, it could also introduce simple demo options in the mobile app
so that they could have an enriched experience while using the new system.
References
Beatty, C. A. (2015). Communicating During an Organizational Change. Organization
Studies, 15(3), 337-352.
Mobile and mobility. (2019). New opportunities to improve customer engagement
Retrieved from https://ec.europa.eu/growth/tools-
databases/dem/monitor/sites/default/files/DTM_Mobile%20and%20mobility%20v1.pdf
PAREEK, M. (2017). Creation of new Insurance Distribution Channel-Motor Insurance
Service Provider (MISP)-Impact on stakeholders in General Insurance Sector in
India. IIB, 1.
Sevilla, V. (2019). The Pros And Cons Of Building A Mobile App for your Business.
Retrieved from https://webdesignledger.com/mobile-apps-pros-cons/
