For instance, personal lines customers will be able to view the status of their claims. Commercial lines customers will also have online access to their full policies. The next wave will be providing commercial customers access to a data warehouse and analytical tools for examining the business they do with Chubb and their policy-usage records. A New Definition of Service Hilton Hotels Corp. is trying to take customer service to levels never possible before the Web, says Bruce Rosenberg, vice president of market distribution. Plus it offers any traveler hotel information and visual guided tours through Hilton's hotels around the world.
Meeting planners can access the Web site for group reservations, digital floor plans and the like.
Once in the hotels, travelers can use Hilton's 24-hour business center kiosks of computers, with Internet access, as well as copy and fax machines and more. Soon to be rolled out are wireless Internet access and, in guest rooms, an interactive online service, information and entertainment system. When we first presented the concept of a Web site to senior management, there was a lot of support and skepticism. To do a Web site you have to do it right, and we have to take a whole approach to change the business model. What we are doing today won't work anymore.