End-to-end Accident Management for Car Leasing Company

Challenges Presented

1. Managing full lifecycle of accident claims(including engaging repairers, arranging
   replacement vehicles etc, processing claim payments)
2. Ability to source foundation data form internal systems into a single platform
3. Self-service portal for customers and fleet-management partners
4. Real time reports and dashboards for customers
5. Ability to integrate with finance systems to service payments as part of claims processing

Proposed Solution

We have implemented ServiceNow Customer Service Management to provide the following:

1. Customer Service Management – Bespoke app built within CSM for end-to-end lifecycle
   of Accident Management System (AMS) with following features:
2. Customer Service Portal with real-time reporting, self-service, and scheduled exports
3. Integrations with multiple systems to source foundation data to support accident claims

Results Achieved

1. Claims case with ability for agents to quickly capture all details about an accident
2. Ability to engage assessors and repairers, arrange replacement vehicles, and capture and process financial transactions from a case
3. Ability to automatically trigger business logic during the claim lifecycle to meet regulatory and internal compliance requirements
4. Ability to use emails and SMS to communicate with customers and suppliers for a claim