In this edition of our Meet The Team series, we catch up with James Tyler, Customer Success Manager & BI Analyst at Ebix Europe. Having been with the business for more than 11 years, James has worked across several teams and seen his role evolve considerably. Here, he talks about his journey at Ebix, the importance of tailoring solutions to individual clients, and how technology is changing the insurance industry.
You’ve been with Ebix Europe for more than 11 years. How has your role evolved during that time?
I’ve had quite a few different roles during my time at Ebix, starting out on the Placing and PPL side before moving across to ExposureHub. I’ve worked in the support team, the Business Analyst team and now the Customer Success team, so I’ve had the opportunity to see the business from a number of different perspectives.
I’ve always been customer-facing, but I’ve also been interested in other areas of the business, particularly business insights and data. I’ve been able to explore those interests alongside my main role, including working with SQL, and that’s something I really value about Ebix. If there’s an area you’re interested in developing or something you want to try, there’s a real willingness to give you the opportunity.
What does good customer support look like at Ebix Europe?
Well, every customer is different, and that’s one of the reasons our approach needs to be as flexible as it is. We have a core product, but we tailor it to the individual needs of each client.
The questions I get from customers can cover anything from configuration to how they can use the system more effectively. The amount of support required varies too. Some clients need more guidance along the way, while others are very self-sufficient.
That flexibility is a big part of what makes the relationship work, though. We can adapt the system to suit the client, rather than expecting every client to work in exactly the same way.
What do you think sets Ebix Europe apart from other technology providers?
For me, it comes down to a combination of the technology and the relationships we build. The accuracy of our calculations is a real strength, but so is the flexibility of the system and our ability to make adjustments when clients need them.
There’s also a very personal approach to customer relationships. You’re always going to be talking to a real person at Ebix rather than being passed between different departments or automated systems. Even when a client has been with us for many years and everything is working well, we still maintain that relationship. I might still meet a client for a coffee or catch up with them face-to-face.
That continued support is important to us. We’re not just interested in the initial sale; we want to build long-term relationships with our clients.
How is the insurance technology landscape changing?
We’re seeing some interesting changes across the market. On the ExposureHub side, for example, there’s been a shift towards the renewable energy sector, while more businesses are also looking to make greater use of APIs and connect their systems with other platforms and data providers.
Insurance has traditionally been a few steps behind some other industries when it comes to technology, but that’s changing. There’s a growing demand for more connected systems and a more unified approach to data. There also seems to be a growing interest in how we harness AI to assist with tasks such as data entry and analysis, and it’s something we’re keen to be looking into for ExposureHub.
We’re already working with a number of third-party data providers, connecting the ones our clients are using with our systems. There’s still more to do, particularly around making data entry and data visibility as seamless as possible, but it’s an exciting area to be working in.
Thank you for taking the time to read this interview, get in touch to find out more about us: https://www.ebixeurope.co.uk/contact/