Buzz Insurance looks to the cloud for CRM

Online insurance firm Buzz has partnered with RightNow Technologies and SmartSpeak to provide  customers with a cloud-based customer relationship management (CRM) system.

Buzz CEO, Jacki Johnson said that although motor insurance customers only interact with the company once or twice a year, they expect that experience to compare with systems offered by online banks and large retailers.

One prominent feature provided by Buzz is a live instant messenger chat session, to help guide customers through the application or claims process.

"We listened to the community and delivered the service channels that people want. For instance, we know that a live chat session is favoured above click-to-call. Through technology like RightNow we can respond to our customers quickly," Johnson said in a statement.

Buzz Insurance is part of the Insurance Australia Group, which has operations in Australia, New Zealand, the United Kingdom and Asia.