Deliver Great Personalised & Contextual Customer Communications to Enhance Retention
About the Brand
A leading Canadian business insurance provider specialising in commercial property and casualty insurance management and has been serving businesses for about 90 years now.
Business Challenges
After an in-depth analysis on company's billing process, Espire identified some key business challenges of strategic importance:
- Inefficient handling of customer communications 1 due to legacy systems
- Serious compliance risks
- Inconsistent Branding
- Inability to process high volume insurance requests
- High operational costs & decreased efficiency
Business Solution
Implement scalable Multi-Channel Customer Communication Strategy
Quadient-Based Solutions
- Customer Journey Mapping to deliver highly personalised CX
- High volume of policy documentation processing enabled, with workflow automation
- Multi-lingual support & multi-tenant solution for all 3 sub-brands
- ETL preprocessing implemented; Integration with external systems-SharePoint, ESB
Business Benefits
- Robust Real-Time Personalised Communications across devices & channels, better CX
- Effective Product Branding with single source for communication generation
- Improved Time-to-market & business agility
- Customer Loyalty & Retention improved by more than 20%+
Tools & Technologies
GMC Inspire Suite
- Inspire Automation
- Inspire Designer
- Inspire Content Manager
- Inspire Interactive