Hi Marley Connect: Keeping Conversations at Your Fingertips Without Workflow Interruption

The customer’s voice is at the center of our product development strategy. We anticipate their needs and build innovations that solve their pain points and support their long-term success.

We know that insurance professionals are pulled in a million different directions and have too many systems and pages to manage every day. While integrating Hi Marley with a system of record enables users to leverage Hi Marley features without jumping between systems, not all carriers have the time or technical resources available to deploy a full integration.

So, we wanted to develop a solution that keeps communication at their fingertips without disrupting their day-to-day workflows.

We designed Hi Marley Connect, a lightweight extension of our web app. Carriers just install the browser extension for Chrome or Edge, and insurance professionals can leverage Hi Marley’s features and functions while working across systems. Hi Marley Connect enables swift adoption; carriers automatically access new Hi Marley features and releases without requiring additional IT resources.

Building Hi Marley Connect to Match the Way Insurance Professionals Work

Building Hi Marley Connect started simple. Our first iteration was to enable a quick and easy connection between Hi Marley and the pages core to the carrier’s business. The proof of concept demonstrated how Hi Marley Connect could automatically scan configured pages for phone numbers associated with a Hi Marley case and provide direct links to those existing cases. Users can click an icon that facilitates case creation if no related case is found.

As our development continued, we realized that instead of opening a new tab that would bring users away from their current workflow, we could open up a side panel on their current page that would show Hi Marley in a smaller form.

Once signed in, users can open Hi Marley Connect through the red Hi Marley icon at the bottom of their browser. The side panel—a smaller version of the Hi Marley Inbox—opens and remains visible as adjusters navigate browser tabs and their core systems, allowing them to message, search and filter cases. The side panel width is adjustable to user preferences and can be closed at any time.

The side panel brings the Hi Marley inbox and case messaging into adjusters’ existing workflows. It notifies operators as new messages come in, allowing them to stay connected with policyholders without leaving their core system.

Hi Marley Connect Leads to Improved Engagement and Adoption

Based on our first round of research, keeping the policyholder conversation front and center across workflows created significant momentum for engagement and usage of the platform. Operators say the Hi Marley icon in the direct link or the bottom right-hand corner of the side panel serves as a reminder that Hi Marley is there and easy to access.

And, with increased adoption and usage, carriers maximize platform value, streamline their workload, and experience firsthand how Hi Marley can help:

• Reduce phone calls, voicemails and phone tag
• Improve CSAT and NPS scores
• Create time savings and improve productivity
• Accelerate time to first contact
• And more!

We’re also planning on incorporating additional notifications and alerts that will help operators further improve responsiveness without leaving their current workflow.

How Customers Can Help Improve Hi Marley Connect

We’re excited to offer carriers a lightweight integration option to leverage some of the same functionality integrated carriers experience.

We built Hi Marley Connect with adjusters’ workflow in mind, but it benefits the whole organization. IT and administrative teams save time and do not need to waste valuable resources figuring out how to integrate. And operators can communicate more efficiently, resulting in faster response times and an improved customer experience.

Now, we’re opening up Hi Marley Connect for more customers to test in Open Beta! This is your chance to get early access, explore the functionality, and provide feedback to help shape Hi Marley Connect before our official GA launch in May. If you want to be among the first to experience the benefits before anyone else, talk to your Customer Success Manager or Account Manager today!

We always want to hear from our customers. If you have feedback for our product team to consider, submit ideas here!