When claims teams bring on a new platform, implementation is only part of what makes the promised efficiencies possible. Success also depends on whether administrators can manage it, adjusters can adopt it, feedback gets heard, and the vendor relationship feels like a true partnership.

At Kyber, we share that customer support is our #1 priority. We’re grateful that three of our super users were willing to share what that has looked like in practice.

In this conversation, Kyber clients from Openly, Branch, and Loggerhead talk about launching the platform, enabling their teams, building templates, getting support, and using feedback to improve the way their teams work.

‍

Introductions

Ryan Duncan, Openly: My name is Ryan Duncan. I am the systems and workflow expert for Openly Insurance. We started meeting with Kyber last year, so probably about six months now.

Ruth Deabold, Branch: My name is Ruth Deabold. I work for Branch Insurance. I’m the director of claims compliance and operations, and we’ve been with Kyber since the very beginning.

Janell Strauss, Loggerhead: I’m Janelle Strauss, claim manager at Loggerhead Insurance. We went live with Kyber probably almost 60 days ago.

‍

What does customer support look like at Kyber?

Ruth: The Kyber team was really engaged and focused on partnership for us, and that’s absolutely critical for any new partnership or launch. That feedback loop is really important to make sure you have open communication. For us, that line of communication was available from the very beginning.

Our adjusters have real-time feedback they can provide to the Kyber team. It is responded to and incorporated, and I think that makes all the difference.

Ryan:  The customer support is really easy. We’ve built a Slack channel between our company and Kyber, and anytime we have an issue, I’ll reach out to the Kyber channel in general, or we have a specialist, John, who I reach out to all the time.

A couple times a week I’ll ask, “Hey John, can we do this? Can we do that?” He’ll say, “Let me look into it,” and then, “Yes, here it is. I just rolled it out for you.”

It’s really simple. The customer support is always there. If there’s an issue, they look at it. I haven’t had anything really take more than an hour to get fixed, and I usually get a response within five minutes.

Janell: From our perspective, it looks like guaranteed help. A lot of vendors say, “Yeah, we’re here if you need something,” but you send an email and it could be days before you get a response. Then it’s usually a quick tip or a message back through email.

With John, it’s always been either an immediate response, a phone call back, or a Google Meet or Zoom. We can jump right on a call. It’s comforting because no matter what we’re stuck on, he can immediately fix it, and he has so far.

If he doesn’t know the answer, he has committed to getting it for us, and then he actually follows through.

‍

What was the learning curve for admins?

Ruth: The admin side is pretty simple. Again, that open communication for us is about understanding what the features are as they continue to enhance and improve. It is also about making sure we’re connecting very regularly.

We provide feedback, and it’s quickly actioned on.

Ryan: It was actually pretty quick. Everything is really logical and it just makes sense. When you’re creating a template, we already had all of our old templates, so that was really easy because we gave those to Kyber and they built them for us.

But part of this was that we wanted to be able to build our own letters and templates. We would ask questions like, “Hey, you built this. How did you build that? What does this parameter do?”

We were able to have things populate automatically, so our adjusters and front-end users didn’t have to do anything. It was amazing because it would just pull from the data that was already in the system.

Learning how to create those parameters was really easy. If I had a question, or if something didn’t work the way I wanted it to, I would reach out to John. John would say, “That doesn’t do that. That’s a great idea.” Then two weeks later, it would work the way I asked it to. It was so cool.

Learning to build those templates was pretty easy because it’s a lot like Word, except you have different parameters. Everybody knows how to use Word at this point. You put everything in, make your changes, and you’re done.

Janell: For us, it was probably a little easier because we had John. John was even more hands-on with us as leaders than he was with the team. He really walked us through several examples, and once we had those walkthroughs, it was simple and very quick.

So much so that we’re even adding our own templates now instead of routing them through John to put in and set up for us.

‍

What was the learning curve for users?

Ruth: The biggest reception we get to using the tool is around some of the really interesting features, like the policy formatting feature and the AI rewrite feature. Those are things that give our adjusters time back in their day, and efficiency is everything for them.

The side benefit that management is really focused on is accuracy. We get consistency with the letters through the use of templates and the tool. That’s really beneficial for us.

Ryan: We did a lot of communication on our end. We told the team, “This is coming. We’re switching our letter vendor, and we’re doing this because it will give us the ability to create letters in real time much faster, make changes and edits when we need to, and do more future-forward things like AI letters.”

When it came to rolling it out, we did a half-hour training session, and it was pretty much seamless. There were very few questions. It’s super user-friendly, and they just took it and ran.

If we need feedback at Branch or have an issue, we have a channel and open line of communication where we can tag our partners at Kyber and get a response. If it’s urgent, we can make that clear, and we get a response pretty quickly.

If we’re in the middle of drafting a letter and see an opportunity to improve it, or a feature we’d like to see, we send that feedback in real time to the Kyber team. They’ll either open a ticket, respond right away, or add it to the backlog, and we can discuss it during our meeting if we need more information.

It’s a really great way to get feedback from both our end users and our admins. We also meet very regularly.

Janell: As far as the learning curve for us, we were almost hands-off. John did a lot of that. With our training, John walked everybody through how to create the letters, what fields needed to be completed, what fields were optional, and where they could get information from.

Then it was really just the adjusters doing the training on their own, using the small Kyber trainings you have for them to figure out the difference between a Kyber format and Word. The same tools are available. It’s just figuring out which button to use.

‍

What’s one thing you’d share with peers about Kyber?

Ruth: There’s a strong focus on partnership and feedback. We feel valued. We feel like we’re a valued partner, and that’s usually something you get from internal teammates. It’s really great to have that from a vendor partnership.

Ryan: It’s great. It’s like working with friends, really. The people at Kyber are humorous and genuine, and they really try to do things that are good for me as the customer.

They’re very forthright about what can be done, what can’t be done, and what is coming in the future. That is fantastic, to be able to sit down with someone who isn’t just going to blow smoke, but will say, “We can’t do that because of XYZ, but we can do this,” and then come to the table with another idea or another way to approach a problem.

Janell: Don’t be afraid to ask questions, even if they sound simple, because you guys have walked us through everything we’ve had. Ask all the questions, and definitely utilize the resources because you have plenty of them out there.

‍