Each day insurers generate millions of customer communications; it is estimated that of the 50 billion documents that are delivered each year in the United States, 5% come from insurers. These documents include policies, quotations, statements, reports, renewals, reminders, checks and remittance advices and statutory letters. Typically, the underwriting, brokering and claims processing systems generate these documents and many more document types that are essential to maintaining relationships with customers. These documents are sophisticated—intelligent even. They will be personalized, they are usually regulated, they must be optimized for printing, they might be pre-sorted for delivery and the list goes on.
Large insurers often use in-house Print Services Providers (PSPs) and many outsource this to a print bureau. Traditionally insurers target specialist high-volume print devices like those produced by Ricoh, Canon/Oce and Xerox and many insurance applications are designed to generate print output for a specific target device. On the other hand, many PSPs accept only certain formats. As a result, the workflow of print production processes can be complex in order to match applications with the appropriate print device.
This challenge is compounded by the fact that consumers and businesses are increasingly moving away from paper and moving to digital communications and requiring insurers to do likewise. Whether this is PDF, web portals and/or other digital delivery methods such as Digital Mailboxes, secure email or SMS text, there is clearly a need to manage customer communications differently.
In fact, access to customer communications is essential to many customer centric business processes. Customers cannot understand why call center staff do not have access to the same information that they receive. And for the digitally savvy, self-service portals and digital communications help define the experience of customer service - both positively and negatively.
Many insurers have been digitizing and archiving documents for years and large insurers may find that they have several generations of these archives including COLD and mainframe systems. The challenge is that these archives are costly to buy, expensive to maintain, integrate poorly with enterprise applications and workflow and are inaccessible to consumers. What is needed is a new generation of archive that leverages open standards, is integrated with packaged content management systems and can support multi-channel delivery (in addition to paper).
The benefits to an insurer of a modern Enterprise Archive include mitigating risk and improving compliance, a reduction in print & postal costs, improvements in customer satisfaction with self-service portals and improvements in the efficiency of insurance business processes.
Crawford Technologies has been working for over 15 years to solve the complex customer communications problems of insurers. Now CrawfordTech has integrated their market leading archiving products with popular ECM and workflow automation solutions to provide the next generation solution to the problems of archiving customer communications for insurers.
For more information about CrawfordTech's Insurance Solutions download the CrawfordTech's Policy Document and Correspondence Archiving Solution for Insurers in partnership with EMC datasheet.