Boosting street appeal: Remodel customer communications first

Many insurers understand the core business systems they’ve been using for decades probably need replacing. Substantially changing the way you do business, though, is like bulldozing your property and rebuilding. The transition may be necessary, but it will take some time.

For a more immediate impact on the customer experience, companies can focus on document output and customer communications. Customers will notice enhanced communications right away. Those messages are responsible for first impressions and ongoing relationships your organization has with its customers. By updating these critical customer touchpoints now, insurers can buy themselves time to tackle more intense development projects happening behind the scene.

Some of the core business systems providing essential functionality at insurance firms today were created back in the mainframe days. They may have been ported to more contemporary platforms over the years, but the underlying logic, along with a collection of patches and workarounds still exist. Fortunately, modern Customer Communication Management (CCM) systems can replace old document strategies without disrupting core applications. It’s like building a new front porch on your house. You won’t have to move out while doing the work, but it will make a big difference in customer perception!

Content and documents – Your company’s front yard

Customers don’t see your claims management system, your accounting software, or most other critical business operations. They do see your documents and your website.

Here are 3 easy ways to freshen up customer communications:

  1. Document composition – In a fast-paced and competitive environment, long waits for IT resources to react to market or regulatory changes can mean lost opportunities. It might be time to ditch those old tech-heavy document systems. Present-day solutions allow business users to edit and create new documents using tools like MS Word and skills they already have.
  2. Channel management – Some messaging is perfectly suited for delivery via email, mobile apps, or online. Given a choice, customers may prefer to have some printed materials delivered in digital form. The best way to encourage customers to convert to a digital channel is through personal contact during agent or customer service interactions.
  3. Content relevance – Customers have made it clear they expect companies with whom they do business to use information on hand to eliminate irrelevant and redundant messages. Modern document composition software allows companies to replace generic boilerplate text with variable-driven content. Auditing all outbound communications can uncover messages of little value to customers such as duplicates, and documents that are confusing or conflicting.

Major infrastructure overhauls can take years to complete. They are disruptive, and they require extensive testing. It’s like re-wiring and re-plumbing your house! Putting a new face on customer communications, however, is a more manageable task. Due to high visibility, customers will be immediately impressed.

COVID-19 update

The spread of COVID-19 continues to evolve and in this context, we wish to inform you that Xpertdoc is closely monitoring the situation and would like to inform you of the measures taken by our team to support its employees, customers and partners.

We do not foresee any impact on the delivery of our services and want to assure our customers that we are executing our continuity plans in order to ensure that our customers continue to receive our services without jeopardizing the safety and security of our personnel.

In accordance with the recommendations of government authorities, here are some of the measures being taken by Xpertdoc:

Remote work for all employees
Arrangements have already been made and we have requested that all our employees work from home. Our continuity plan includes a full deployment of remote work arrangements to ensure uninterrupted service to our clients and partners.

Hosting and cloud services
We have been assured by our suppliers that there are no known impacts to these services, and we are confident that we are able to effectively manage the delivery of our cloud services to all our customers.

We have cancelled all business travel until further notice for all our employees. If employees have or will travel for personnel reasons, they will be asked to respect the quarantine delay before participating in any business activities.

Events and gatherings
All our events have been postponed or cancelled. Our employees are no longer allowed to participate in any events, seminars or gatherings.

We are committed to providing the best possible service to our customers and partners, to ensure that you can continue digital communications with your own audience. In these critical moments if we can help please do not hesitate to contact us.


The Xpertdoc Team

Mise à jour sur la COVID-19

La propagation de la COVID-19 continue d’évoluer et, dans ce contexte, nous souhaitons vous informer que Xpertdoc suit de près la situation et que notre équipe a pris des mesures pour soutenir ses employé(e)s, clients et partenaires.

Nous ne prévoyons aucun impact sur la prestation de nos services et voulons assurer nos clients que nous mettons en œuvre notre plan de continuité des affaires, afin de garantir que vous continuiez à recevoir nos services, sans compromettre la santé et la sécurité de notre personnel.

Conformément aux recommandations des autorités gouvernementales du Québec, voici quelques-unes des mesures prises par Xpertdoc :

Travail à distance pour tou(te)s les employé(e)s
Nous avons demandé à tou(te)s nos employé(e)s de travailler à domicile. Notre plan de continuité des affaires comprend des arrangements de travail à distance pour assurer un service ininterrompu à nos clients et partenaires.

Hébergement et services infonuagiques
Nos fournisseurs nous ont assuré qu’il n’y avait pas d’impacts connus sur les services d’hébergement et infonuagiques. Ainsi, nous sommes convaincus d’être en mesure de gérer efficacement la livraison de nos services infonuagiques à tous nos clients.

Nous avons annulé tous nos voyages professionnels jusqu’à nouvel ordre, pour tou(te)s les employé(e)s. Si des employé(e)s ont voyagé ou doivent voyager pour des raisons personnelles, il(elle)s seront placé(e)s en quarantaine pour une durée de 14 jours, avant leur retour au travail.

Événements et rassemblements
Tous nos événements ont été reportés ou annulés. Nos employé(e)s ne sont plus autorisé(e)s à participer à des événements, séminaires ou rassemblements.

Nous nous engageons à fournir le meilleur service possible à nos clients et partenaires, afin de garantir que vous puissiez continuer vos opérations sans interruption. Dans ces moments critiques, nous sommes là pour vous aider. N’hésitez pas à communiquer avec nous si nécessaire.


L’équipe Xpertdoc