The CCC Service Team: Delivering 360 Degree Service & Support
Putting our customers at the center of a world-class team is at the heart of CCC’s culture. We do this through four very distinct teams, each focused on a unique aspect of a customer’s business. These four teams work every day to help our insurance customers configure our solutions in a way that helps drive their business and helps the insurer provide the best customer experience. This sets us apart from our competition and is a key differentiator in doing business with CCC.
We have intentionally organized our structure around the customer and dedicated a member of our four distinct service teams to each account:
1. Account Management
The first team is the account management group, which focuses on the customer’s strategic vision and day-to-day overall account management activities. They develop deep customer relationships and assess which technologies can help meet those strategic business needs. Account managers coordinate various CCC team members for a synchronized and well-rounded approach to the customer’s business.
2. Customer Success Management
The Customer Success Management group (CSM) works alongside the account managers to orchestrate the entire company around the customer and to drive an excellent experience. In addition, they provide in-depth analysis on business performance looking at industry trends and benchmarking. Finally, CSMs analyze business processes to draw out insights on potential workflow improvements and assist with implementation of new technologies.
3. Solutions and Consulting
Our Solutions and Consulting organization (S&C) leverages deep consulting and insurance expertise to help optimize workflows to meet insurer requirements. As CCC’s very own internal consulting organization, they act as product experts and problem solvers.
4. Field Consulting
The last spoke of our customer team is the Field Consulting Group (FCG). Most of the FCG team’s work is done at a local level, focusing on end-user training for products. They also focus on local and regional analysis for key performance indicators for a customer’s business. Their local support helps provide each level of the customer’s organization with a personalized touch and high level of service.
Together, these four groups bring strategic, technical, consultative and industry expertise to form an all-enveloping team, focused on helping the customer achieve high performance and innovation. This isn’t just something we do; it’s who we are as a company and what we provide that’s unlike anyone else in the industry.
