Having trouble communicating?

How to handle the print-to-digital journey

Customers use text, instant messaging, video, and social media to communicate with each other. These same technologies are also now being used within businesses for employees to communicate with each other – they choose the method that supports the purpose of the communication and the preferences of the sender and receiver. But companies can’t always communicate with customers with the same degree of flexibility – especially in the insurance business, which has historically relied on print as their primary customer communication channel.

Insurance documents are almost always composed as the result from multiple legacy systems. Multiple print stream formats, some with embedded printer-specific commands, make the task of converting them to a common configuration challenging. Changing a file full of printed pages into PDF’s is relatively easy, but converting those same documents to HTML for web presentment or extracting key information for text messages from unstructured data can be tough. Facilitating the need to deliver any document in any channel requires some sophisticated software and expertise.

Getting it there

Another barrier insurance companies must penetrate is delivering the material. Companies must capture the necessary delivery preferences from customers, usually one at a time, before deploying a multi-channel delivery strategy. This takes strategy, contact, diligence, time and resources.

And once you capture the information maintenance becomes a challenge for two reasons.

  1. Customers change their minds. Carriers must track the preference, provide mechanisms for the customer to notify them of changes, and then update the preference information and actually change the delivery.
  2. Unlike postal mail, there is no way for a carrier to know that a customer has changed a phone number or email address to assess that electronic messages are no longer reaching a customer.

Fortunately, there are now tools companies can use to convert, produce, and deliver documents to customers’ phones, tablets, inboxes, and secure portals along with traditional print. Xpertdoc has helped insurance companies make the transition from a paper-centric customer communication strategy to multi-channel. Advanced tools assist companies with the difficult tasks of re-purposing legacy print documents, multi-channel distribution, and customer channel preference management.

Multi-channel communication is quickly becoming a capability expected by customers. Insurance companies, due to the volume of legacy documents they have created over decades of development, have work ahead of them to meet these expectations. Innovative solutions from Xpertdoc can ease the transition.

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.

Travel
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.

Regards,

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.

Voyages
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.

Merci,

L’équipe Xpertdoc