Clearer customer journeys
One reference, consistent communication, visible progress, and a structured resolution experience.
Insurance customer care, governed
Turn every customer case into a clear, governed journey.
i-CRM centralises complaints, requests, suggestions, regulator-related cases, communication, SLA control, surveys, and performance visibility in one insurance-focused customer-care platform.
Customer firstClear references, updates, and resolution progress.
Governance built inSLA, escalation, evidence, and audit history.
Performance visibleDashboards, surveys, reports, and root causes.
SLA Compliance94.7%
Customer Satisfaction4.62
Overdue Cases87
CASE #2026-001287Approaching SLA
1234
Open679
Regulator-related128
Survey response73%
SLA governance
Case Reassignment
Service surveys
The business challenge
When customer care is fragmented, the customer feels it first.
The challenge is not receiving complaints. It is giving customers a reliable experience while maintaining regulatory control and operational accountability.
Customer experience
Repeated information, delayed updates, unclear ownership, and lower confidence when progress is not transparent.
Regulatory control
References, dates, evidence, deadlines, escalation, and closure decisions become difficult to trace.
Operational visibility
Teams depend on manual follow-up while root causes and service pressure remain difficult to see.
Fragmented
Processes & Channels
Processes & Channels
Manual follow-up
Unclear ownership
Distributed evidence
Delayed visibility
Introducing i-CRM
One governed customer-care platform for Saudi insurance operations.
i-CRM connects every customer-care interaction—from first submission to final feedback—through one controlled case lifecycle.
Traceable governance
SLA control, escalation, evidence, classification, closure, and audit history remain connected.
Controlled case ownership
Rule-based routing, assignment, Case Reassignment, permissions, and accountability.
Measurable service performance
Dashboards, surveys, reports, exports, and root-cause visibility support action.
Omni-channel intake
One customer-care hub behind every channel.
Different entry points create one governed record, one reference, and one accountable lifecycle.
Online Portal
Mobile Application
Call Center
Email
WhatsApp
Social Media
Service Desks
Internal Departments
IA-related sources
CHI-related sources
One case recordCustomer details, documents, communications, and history.
One referenceThe same case follows the customer through the lifecycle.
One management viewVolume, ownership, SLA, escalation, and service pressure.
Full journey
From customer voice to service insight.
A structured journey keeps customer communication clear while every action remains governed, traceable, and measurable.
Capture
Create one governed record with customer details, source, classification, and a unique reference.
- Complaint, request, or suggestion intake
- Customer and policy context
- Channel and regulator-related details
- Acknowledgement and reference creation
Complaint, request, or suggestion intakeConnected to the same case record.
Customer and policy contextOwnership and history remain visible.
Channel and regulator-related detailsEvidence stays linked and traceable.
Acknowledgement and reference creationManagement receives measurable insight.
Govern
Apply clear ownership, business rules, SLA commitments, and controlled Case Reassignment.
- Classification and routing
- Assignment and Case Reassignment
- Business-calendar SLA calculation
- Escalation and supervisor visibility
Classification and routingConnected to the same case record.
Assignment and Case ReassignmentOwnership and history remain visible.
Business-calendar SLA calculationEvidence stays linked and traceable.
Escalation and supervisor visibilityManagement receives measurable insight.
Resolve
Keep teams and customers aligned through collaboration, communication, evidence, and controlled closure.
- 360° Case Workspace
- Documents and communication evidence
- Resolution, decisions, and closure reasons
- Customer updates and final response
360° Case WorkspaceConnected to the same case record.
Documents and communication evidenceOwnership and history remain visible.
Resolution, decisions, and closure reasonsEvidence stays linked and traceable.
Customer updates and final responseManagement receives measurable insight.
Measure
Connect closure and service delivery to customer feedback, dashboards, reports, and corrective action.
- Service-specific surveys
- SLA and escalation indicators
- Root-cause and recurring issue analysis
- Operational reports and exports
Service-specific surveysConnected to the same case record.
SLA and escalation indicatorsOwnership and history remain visible.
Root-cause and recurring issue analysisEvidence stays linked and traceable.
Operational reports and exportsManagement receives measurable insight.
Complete 360° Case Workspace
Give every service team the full customer case story.
Customer context, case details, communication, evidence, ownership, service feedback, and decisions remain in one workspace.
Customer and policy context
Identity, contact information, language, policy details, products, and history.
Ownership and reassignment history
Original owner, current owner, reason, date, user, and accountability remain visible.
Documents and evidence
Attachments, supporting documents, formal responses, and retained evidence.
360°Case View
Case InformationType, category, title, status, priority, source, and assigned responsibility.
CommunicationSMS, email, customer messages, comments, and formal responses.
OwnershipAssignment, Case Reassignment, permissions, and history.
SLA & EscalationDue dates, levels, overdue position, and supervisor actions.
ResolutionDecision, closure reason, outcome, evaluation, and review.
EvidenceFiles, actions, communications, dates, and audit trail.
Survey & performance insight
Measure the experience across the insurance journey.
The Service Experience Survey Engine links feedback to policy issuance, claims, after-sales service, complaint resolution, and renewals.
Relevant surveys
Use a question bank and service triggers so each customer receives a relevant survey at the right moment.
Actionable insight
Connect survey outcomes to service, channel, case, root cause, and management dashboards.
SLA Compliance94.7%
Customer Satisfaction4.62 / 5
Escalation Rate8.4%
Overdue Cases87
Customer satisfaction
Why i-CRM
Customer journey first. Governance embedded. Performance made visible.
Customer journey first
Clear communication, tracking, resolution, evaluation, and service-specific surveys.
Governance embedded
SLA control, escalation, evidence, Case Reassignment, closure, and audit.
Insurance-focused
Built around insurance customer care, complaints, policy context, and regulator-related handling.
Adaptable to your company
Configurable classifications, templates, surveys, dashboards, reports, and business rules.
Ready for your environment
Integration-ready and deployable according to the insurer’s approved technology strategy.
For your customersFaster attention and a clearer, more transparent resolution experience.
For regulatory readinessStructured references, controlled deadlines, evidence, and reliable reporting.
For your companyBetter ownership, proactive SLA control, and recurring-issue visibility.