EML Puts Interactive Video Technology to Work Improving Client Engagement
Customer Company Size
Large Corporate
Region
- Pacific
Country
- Australia
Product
- EngageOne Video
Tech Stack
- Cloud-based Interactive Video
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Professional Service
Applicable Functions
- Business Operation
Use Cases
- Remote Collaboration
Services
- Cloud Planning, Design & Implementation Services
- Software Design & Engineering Services
About The Customer
EML is a prominent Australian claims manager that has been serving the needs of employers and workers since 1910. The company specializes in managing workplace injury claims across multiple jurisdictions in Australia. EML is one of the five agents appointed by WorkSafe to manage employers’ WorkCover insurance and injured workers’ compensation claims in Victoria. The company is dedicated to creating safer workplaces and achieving better return-to-work outcomes for both employers and workers. EML's long-standing experience in the industry has positioned it as a trusted partner in claims management, and it continues to seek innovative solutions to enhance its service offerings.
The Challenge
Traditionally, insurers’ communications with injured workers have taken place over the phone or in writing, and clients have been expected to digest very complex claim information by reading lengthy documents. EML found that these channels did not work best for every client.
The Solution
EML collaborated with Precisely and Sydney-based design studio IVEO to develop an EngageOne Video solution. This interactive video technology was designed to introduce injured workers to the workers' compensation scheme and answer common questions about the claims process. The solution operates in the cloud, eliminating the need for on-site deployment or maintenance, while adhering to WorkSafe privacy requirements regarding data storage. The interactive video greets each new EML client by name and allows them to choose topics of interest. It provides detailed explanations of the workers' compensation process, including payment details, treatment options, and return-to-work information.
Operational Impact
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