A top-five North American insurer implemented SmartCOMM to streamline customer communication management

Business Challenge

The insurer relied on an outdated on-premises CCM that not only required hefty maintenance and upgrade costs, but also failed to efficiently handle an increasingly large volume of letters. This further hindered accurate and active communication with customers as well as underwriting speed.

Tools and Technology

The insurer upgraded its current Exstream version as a short-term measure, and with ValueMomentum’s support, developed 120+ applications across Personal Lines, Commercial Lines, Claims, Umbrella and Billing portfolios etc. They then leveraged high value SaaS solutions through SmartCOMM to fully pave their full transition to the cloud, with on-demand and ad hoc standalone applications to accommodate various digital communications requests (e.g., paper suppression, email).

Success Factors

ValueMomnetum’s CCM expertise as well as knowledge of the insurer’s IT environment enabled us to align on business objectives and help the insurer build and configure enterprise-wide architecture to support CCM engagements on OpenText Exstream and SmartCOMM.

Impact

With this up-to-date, cloud-based CCM solution, the insurer was able to provide customers the ability to choose distribution channels to receive their policy and billing information. Interactive forms on SmartComm provide easily reproducible and customizable messaging for underwriters to utilize as well, cutting manual edits and maintenance costs and improving operational efficiency.