109 Say Goodbye to Content Mayhem: Lessons Learned by Allstate
10:45 AM - 11:45 AM Tuesday, March 27
Do you fear that your employees lack a single place to go when looking for the information needed to do their jobs? Do you worry about delivering consistent customer service experiences? You’re not alone: Allstate had these same concerns before they set a company-wide initiative to build a world-class training environment and knowledge repository for their employees.
In this session, you will hear directly from Allstate as they describe how they modernized their content management system to fight mayhem in all its various forms (accidents, content chaos). By delivering a single, searchable content repository that is used during onboarding and while on-the-job, Allstate ensures that their 13,000 claims agents have consistent access to standardized job aids, process documents, and best practices—all in one location.
In this session, you will learn:
- How Allstate reduced duplicate content by 75 percent so claims agents could find the correct piece of information every time
- How customer calls have been streamlined by enabling claims agents to access a single repository
- How Allstate ensures lower regulatory risk and better compliance by ensuring use of the most up-to-date information
- How expenditures were decreased by eliminating extraneous systems like SharePoint, intranets, and shared drives
Novice to advanced designers, developers, managers, directors, and senior leaders (VP, CLO, executive, etc.).
Technology discussed in this session:
Director, Professional Services
Claudia Lewis, the director of professional services for Inkling, is responsible for ensuring that the company’s customers can quickly and effectively build and share content with the Inkling platform. She leads a team of implementation managers to help get customers configured and trained and get their content distributed throughout the enterprise. Prior to Inkling, Claudia supported the development of web-based learning and remote collaboration at the international education reform organization Teach For All. She holds an MBA from UCLA Anderson School, and graduated magna cum laude from Harvard University.
Associate Manager Claims—Knowledge Management
Pat Baker is the associate manager of claims—knowledge management for Allstate. For the past eight years, Pat has led various training and knowledge management teams within the company. She now runs the claims knowledge management team, which maintains the Inkling knowledge management system, known internally as the Knowledge Library. Pat holds a bachelor’s of science degree in business administration and is president of the Allstate African-American Working Network.