Document Communications: Helping to Exceed Customer Expectations

“With Cincom, we can provide new products to our customers, with an enhanced presentation, faster than ever before. The reduction in cost ultimately results in an increase in dividends for policy owners.” – Kathleen Biwer, Manager, Internal Projects Initiatives, MTL Insurance Company

The Face of Customers in Life and Pensions Insurance Is Changing Dramatically

From baby boomers to Gen X and now Gen Y, this new wave of customers is bringing its own set of demands and expectations that most life and pensions insurers will find too difficult to meet:

  • Significantly lower fees to make new products competitive
  • Faster turnaround times for new sales and claims
  • Greatly expanded self-service capabilities

As these new consumers make their presence felt, life and pensions insurers will need to master the difficult technology and process challenges needed to meet these customers’ requirements. And, progressive life and pensions insurers committed to dominating the industry are starting with the touch point that drives the most interactions in the customer experience: document communications.

The challenge? Document communications rely on legacy front-office and back-office technologies and processes that delay responsiveness and are hard to use!

Cincom Eloquence can help life and pensions insurers create a single solution to unite their back-office needs of high-volume, structured document communications with their front-office requirements for dynamic, interactive correspondence generation. Adjusters, underwriters and customer-service representatives can quickly and easily create and deliver any type of customised, document communication — from high-volume policies and illustrations in batch to on-demand, personalised claims correspondence in real time.

Key Benefits:

  • Strengthen customer relationships by using customer intelligence to present personalised, relevant, consistent and timely communications using the language and delivery channels specified by the recipient: printed or electronic (email, web, mobile, SMS)
  • Accelerate time to market with the use of approved document templates, content libraries and branding elements: ensuring brand and visual consistency across multiple channels
  • Reduce compliance risk and costs associated with any national or European regulations, thanks to the centralised management and monitoring of content components (disclaimers, regulatory language etc.) and comprehensive audit facilities.
  • Reduce the overall cost of communications by using a single platform that is based on open standards that enables easy integration into existing environments

Find out more about streamlining underwriting/policy generation and customer correspondence.

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Cincom Document Solutions

With over two decades of experience, Cincom leads the industry in providing document communications solutions that are easy to integrate, easy to use and deliver a rapid and continuous return on investment. Helping clients in a range of demanding industry sectors, our innovative customer communication management platform is designed to help people communicate more effectively, enriching customer relationships by presenting personalised, relevant, consistent and timely communications delivered to the channel of choice.

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