As we bid adieu to the year 2018 and move closer to the financial year closure, it becomes important for each one of us to revisit our existing business strategies. Especially, in the insurance sector where the regulatory norms and compliances rule the decision making capabilities of businesses. With the rise in the number of policyholders, the insurance sector is facing intensified price competition which has given rise to a massive chaos among the insurers.
In such a scenario, insurance firms can take corrective measures and create a business strategy that not only understands the customer’s needs but also helps them in developing innovative and growth-oriented initiatives. Customer communication management is one such initiative that the new-age insurance firms are giving importance to. The insurance firms generate a wide array of communications in the form of policies, proposals, forms, notices, claims, etc. Managing these via legacy systems have multiple challenges which may lead to inconsistency in communications delivered. To provide seamless communications along with future-ready solutions, insurance firms need an agile customer communication management (CCM) software that can complement their existing setup and add benefits to enhance their current business productivity.
CCM software enables insurance firms to streamline their business operations, fulfil customer’s expectations, improve self-service capabilities and engage customers via dynamic, personalized and interactive communications.
Here are 3 ways in which Insurance firms today can steer towards perfection by leveraging CCM Software:
- Embrace Insurance Policy Holders – While a customer opts for policy or initiates a claim, they often expect a seamless experience across channels. Even today, many insurance companies face a hard time satisfying customers due to manual processes and high operational costs. With the help of CCM Software insurers can add responsive and dynamic elements to their welcome kits, policy statements, reminder letters, notices etc., while reducing cost and sustaining compliance.
- Automate Onboarding Experience – To increase the lifetime value of customers, insurers should onboard their customers smoothly without any hassle. Customers who get timely updates and optimized experience as per the channel are most likely to stay loyal while turning into brand advocates. Paper onboarding is the thing of the past as it was time-consuming, non-compliant and inefficient. A customer communication management technology enables insurance providers to digitally onboard their customers via quick and convenient digital forms that are pre-populated with the customer’s data.
- Increasing Customer’s share of wallet- Digitally reaching out to the target audience can be much of a pain for insurers with the legacy platforms. With an agile Customer communication management technology, ensuring effective disbursal of high-volume operations documents, on-demand and batch communications across multiple channels becomes super-easy. CCM enables insurers to seamlessly manage customer-facing processes, thereby improving overall customer satisfaction rate which ultimately deepens their share of customer’s wallet.
- Deliver Preferred Communications – The digital space is the new normal, especially for the millennial customers. These customers mostly prefer customer communications to be digital instead of print. With CCM software insurance providers can serve customers as per their delivery preferences. These communications can be quickly deployed to customers via print, e-mail, SMS or web allowing them to receive information whenever and wherever they need it.
CCM software is not just a technology rather it is a strategy that embarks the beginning of meaningful and future-ready interactions in the insurance sector.
Are you still relying on legacy platforms? Click here to learn how you can migrate to an Agile CCM Platform: 5 steps to a successful CCM migration