I have a customer communications strategy. Do you have yours?

Insurance providers recognize the value of modernizing, integrating, and automating their customer communications. They have current processes in place to reach their customers through numerous channels and work intensively to support customer demands for personalized message. The hard part is deciding how to make it happen. The customer communications environment is broader than ever before, making improvements difficult.

Where are we today?

The first step in deciding the right approach to re-engineering a customer communications strategy is understanding the current state. This is no small task. Attempts to support customer communication demands across multiple product lines and departments have led to an unintegrated disparate tools, systems, and vendors. A typical insurance company maintains multiple document composition systems. Many are redundant. Knowledge of document system requirements and capabilities are highly compartmentalized. Waste and duplication are common.

What are the options?

Once they have mapped the existing communications landscape, organizations have a handful of choices about how to bring their vision of integrated and efficient customer communications into reality. They can write custom solutions in-house, adapt an existing tool such as a CRM system, or invest in a new third party customer communications management (CCM) solution.

Most organizations realize building a centralized infrastructure to support a varied and flexible communications strategy is an overwhelmingly complex project. The changes will affect nearly all departments and divisions including corporate, regional service centers and even agents.

Regardless of the communications upgrade strategy, CRM systems are going to be part of the plan. The CRM will track intelligence about individual customer relationships, transactions and correspondence history. These systems are not, however, known for their document generation capabilities. Their limited functionality in this area sends companies searching for a more robust solution.

So what should we do?

The most reasonable choice for implementing a modern and integrated communications strategy is a CCM solution that handles composition, populating documents with personalized details supplied by the CRM. The communications management system will generate appropriate dynamic document versions based on geographic, demographic, or customer history data. Duplicate resources are eliminated, multiple redundant software products retired, and quality drastically improved. Most importantly, maintaining a single system for managing customer communications makes applying future enhancements much easier.

Implementing an integrated Omni Channel communications strategy is not a small task. Insurers can make it easier by utilizing the skills and experience of an outside partner. These experts can provide objective analysis and guidance, reducing the demands on limited internal resources. Organizations taking advantage of proven methodology supplied by communications management solution partners will realize the benefit of their work sooner than those who struggle with such a task on their own.

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