Delivering Personalised Customer Communications to drive Greater Business Outcomes
About the Brand
Major US holding company providing insurance, investments and many other services to 27 million customers – including policy services in 52 states, with different regulatory policies.
Business Challenges
Customer communication bottlenecks - such as increased time for document generation, along with escalated costs.
- Complex dynamic documents 1 leading to high IT costs
- Compliance issues due to manual communication processes
- Lack of personalization & minimal messaging changes in documents
Business Solution
Implement end-to-end Customer Communication Management solution
Quadient-Based Solutions
- High volume of documentation processing enabled
- Personalized policy document and stock management for every state
- Customer Journey Mapping to deliver highly personalized CX
- Manual errors correction with automated processes - ease to filter policy
documents
Business Benefits
- Greater delivery of Relevant & Personalized Communications across devices & channels
- Improved Customer Retention with optimized workflow to ensure timely delivery
- Accelerate document production, by almost 50%
- Reduced Operational Cost & lowered total cost of ownership
Tools & Technologies
Inspire Suite
- Inspire Content Manager
- Windows
- Inspire Designer