Complaint, SLA & Service Desk – Host-to-Host Integration
The Complaint, SLA & Service Desk solution connects seamlessly with core insurance and customer service platforms through host-to-host integration.
This ensures that every customer complaint, inquiry, and support ticket is automatically synchronized with back-office systems for fast resolution.
Purpose of Host-to-Host
- Automatically capture complaints and inquiries from customer portals, CRM, and mobile apps.
- Link complaint records to policy, claim, or underwriting data for full case context.
- Enable real-time updates to customer communication channels about ticket progress.
Integration Workflow Example
A customer submits a complaint via the mobile app → Host-to-host integration routes the case to the appropriate service desk queue → Related policy and claim data are pulled from core systems → Service agent updates case → Customer receives automatic progress notifications.
Key Host-to-Host Capabilities
- Bi-directional integration with CRM, policy admin, and claims systems.
- Real-time ticket creation, assignment, and escalation triggers.
- Integration with communication tools (email, SMS, push notifications).
- Comprehensive tracking for compliance reporting and customer satisfaction analysis.
