Request capture
Website forms, live chat and relayed messages arrive as records, not notes.
For retail agencies
Service volume, handled — without dropping the ball.
A retail agency lives on inbound requests: certificates, endorsements, ID cards, billing questions, renewals. i23 captures them, attaches them to the customer, and keeps them moving.
Request01
Customer02
Follow-up03
Approval04
Resolved05
The problem
The work arrives faster than anyone can log it.
- Requests land in personal inboxes and phones
- Nothing is a record until someone types it in
- Renewals compete with today's service load and lose
- Producers cannot see what service already promised
- Staff turnover takes the account history with it
The approach
Every request becomes tracked work on the customer record.
Inbound interactions are captured, matched to the right customer, and turned into tracked follow-ups. The operating desk shows what is due, what is slipping and who owns it, while i23 drafts responses and prepares the work for a licensed person to approve.
Customer 360
Policies, claims, documents and conversations on one timeline.
Renewal defence
Upcoming renewals prioritised on the desk weeks ahead of the date.
Drafted responses
i23 prepares a reply in your voice; a person approves before it sends.
Team roles
Owner, admin, manager, agent and viewer, with permissions enforced server side.
Licensed boundary
Coverage advice, quoting and binding always go to a licensed person.
Workflow
How it moves through the platform
- Received
- Identified
- Assigned
- Prepared
- Approved
- Closed
- Nothing lost between inbox and system
- Faster, more consistent service responses
- Renewal retention treated as scheduled work
- Account history that survives staff changes
- New hires productive through in-product training