2.67 Release Notes

Expected release to UAT: September 17th, 2024

Expected release to Production: September 25th, 2024 at 9pm ET

Release contents

• Inbox upgrades
  
  • Improved Inbox search
  • Completion of new Inbox rollout
• Total Loss Assist update: Title Express and release title alerts
• Multi-Party Texting enhancements
• Marley Survey workflow enhancements
• Security enhancements
• Bug fixes

Inbox upgrades

Improved Inbox search

We’ve made key improvements to the Hi Marley Inbox, upgrading search functionality to make it easier to find the information you need. This will be made available to all customers with the release.

• What’s improved:
  • Search upgrades:
    • You can now search across all cases within the Inbox tab, with the exception of private cases assigned to a different operator.
    • The search feature also supports various phone number formats (e.g., [phone], [phone], 222 333 4444, etc.), making it easier to locate specific cases.
  • Benefits: These improvements streamline finding cases and enhance the overall efficiency of your team’s workflow.

Completion of new Inbox rollout

As part of our commitment to continuous improvement, we are officially retiring the old Hi Marley Inbox interface for all customers.

• What’s changing: The toggle option to switch between the old and new inbox layouts will be removed, so users will now navigate entirely through the redesigned inbox.
• Benefits: The new Inbox has been optimized based on user feedback, improving app performance and providing a more streamlined user experience.

For more details on the new Inbox layout, check out our Help Center article here.

Total Loss Assist update: Title Express and Title Release Alerts

We’re excited to a new enhancement to our Total Loss Assist package, built in partnership with Copart. This update adds Title release alerts, designed to further streamline the complex communication between Copart, the carrier, and the policyholder during the total loss process.

What’s New:

Carriers using Copart's Title Express product can now automatically generate and share a Title Express link via SMS, enabling fast, actionable communication for smoother title transfers from the policyholder to Copart. By automating these title transfer alerts, policyholders are notified promptly and guided through the required actions, reducing friction in the title transfer process.

Total Loss Assist Overview:

Our Total Loss Assist feature was initially designed to address release issues, which occur when a totaled vehicle needs to be released to Copart but an action is required from the policyholder. These alerts have led to improved cycle times, lowering storage costs for carriers by ensuring timely vehicle releases.

With the introduction of Title release alerts, we are continuing to remove bottlenecks in the total loss process. Title issues are a common cause of delay when transferring ownership of a totaled vehicle. Our goal with this update is to simplify communication and provide the policyholder with clear, actionable steps, reducing processing time and cutting down unnecessary costs.

Who Benefits:

Currently, Title release alerts are available exclusively for carriers leveraging Copart's Title Express and Hi Marley's Total Loss Assist feature.

If you’d like to learn more about how Total Loss Assist can benefit your company and improve your total loss process, please contact your CSM or Account Manager for additional details.

Multi-Party Texting enhancements

For organizations using our Multi-Party Texting feature, we’ve enhanced the participant management experience.

Our Multi-Party Texting (MPT) feature enables operators to invite additional participants, such as friends, family members, or service providers, into a single conversation. This creates a more efficient, collaborative, and language-friendly environment, revolutionizing communication in the insurance industry. By bringing multiple stakeholders into one texting conversation, MPT reduces cycle times, eliminates phone tag, and enhances transparency, all while improving the overall policyholder experience.

• What’s improved:
• Line of Business Specific relationships: The Mult-Party Texting Relationships now dynamically adjust based on the Line of Business of the case ensuring that the right relationships are clearly identified, reducing any confusion during the conversation.
• Improved Add Participant Design: As part of an effort to create more consistency and ease of use in out app, we have slightly improved the design for the Add Participant Pop up to improve the user experience for operators.

If you’d like to learn more about how Multi-Party Texting can benefit your company and improve your total loss process, please contact your CSM or Account Manager for additional details.

.        .           

Marley Survey workflow enhancement

We’ve introduced a new enhancement to improve the survey experience for policyholders for customers who leverage Marley Survey.

• What’s improved: If a policyholder responds to a CSAT question with an option outside the standard 1-5 scale, they will now automatically exit the survey. The response will be treated as a normal inbound message, allowing adjusters to follow up with the policyholder directly.
• Benefits: This update ensures policyholders can quickly connect with their adjusters if they have additional questions or concerns.

Marley Survey is available to all customers, if you would like to learn more about how Marley Survey can benefit your company, please contact your CSM or Account Manager for additional details.

User Experience & Design Enhancements

Profile Page Redesign & Button Updates

Hi Marley is enhancing app consistency with a redesign of the profile page and updates to common buttons like "Send and "Create Case." These improvements align with our new design system, ensuring consistency and ease of use throughout the app. These improvements will be enabled for all customers.

• What’s improved:
  
  • Profile page redesign: A cleaner layout makes navigation easier, offering quick access to key information.

• Button updates: Common buttons like "Send" and "Create Case" have been updated for greater clarity and accessibility, allowing users to take action more quickly and efficiently.

Benefits: These updates improve usability, helping users complete tasks faster with a more intuitive interface.

Security enhancements: 

To enhance security, we’ve added virus scanning for profile pictures uploaded in the app.

• Who benefits: Available to all customers.
• Benefits: This ensures that any image uploaded to a profile is free from potential security threats, adding an extra layer of protection for your organization.

Bug Fixes

Group Management - CSV Import Fix

We’ve fixed an issue with the Group Management feature that caused errors during bulk uploads via CSV. Available to all customers using Group Management.

• What’s fixed: The CSV import function will now correctly upload all users in the provided file without any interruptions.
• Benefits: This fix ensures smoother management of user groups, saving admins time when onboarding new team members.

New Inbox Smart Sort fix

We've resolved an issue with the new Inbox's Smart Sort feature. 

• What's fixed: Tags will now correctly get prioritized in your inbox. 
• Benefits: This should help users better prioritize their cases and therefore their time. 

Case creation form showing landline error for mobile number

We've fixed an issue during in-app case creation where Hi Marley would run the check for a valid mobile number before the user finished inputting the entire phone number. 

• What's fixed: The case creation form will now wait until a complete number is filled in before checking if a phone number is valid.
• Benefits: This will help users more efficiently and confidently check if the number they've entered during case creation is able to receive text messages.