Crawford Partners With Airkit To Elevate Digital CX

Crawford & Company announced a global partnership with Airkit to combine Crawford’s industry expertise with Airkit’s CX Automation platform.

This partnership will enable Crawford to rapidly design and launch new digital self-service solutions for claims from adjuster workflows, customer scheduling, self-service claims updates, etc. With Airkit’s low-code platform and templated solutions, Crawford has already achieved a 20x reduction in development times while reducing the total cost of ownership for app development by $13 million over three years.

With Airkit, Crawford accelerated adjuster deployments before and during major catastrophes, such as floods and hurricanes. Crawford projects a 2-3x conversion rate increase in connecting customers with adjusters in high-demand situations by automating communications across thousands of policyholders. Using instant, personalized omnichannel service (web, SMS, email), the new self-service workflow automates multiple aspects of the claim lifecycle for policyholders, including loss notifications and claim status updates, and instantly connects them to a specialist adjuster or additional support, including managed repair services. Airkit’s enterprise-wide technology will also be used to enhance client experience across a range of other use cases, including digital enrollment, sentiment analysis, and on-demand services using WeGoLook.

Kenneth Tolson, Global President, Network Solutions at Crawford, said: “Our partnership with Airkit illustrates Crawford’s ongoing commitment to integrating relevant new digital CX tools into its digital ecosystem. Deploying this state-of-the-art technology, which will enable us to engage policyholders more effectively, represents another step forward in our constant drive to simplify the claims process and improve the overall customer experience.”

Stephen Ehikian, CEO and Co-Founder at Airkit, added: “Airkit and Crawford are committed to a common vision of delivering scalable, anytime, anywhere digital self-service. With Crawford’s claims industry expertise and Airkit’s CX Automation platform, Crawford now can enable any insurer, agency, or claims organization to deliver powerful omnichannel digital customer experiences that modern consumers have come to expect and demand.”