The role of documents in improving customer relationships

Insurance companies can enhance customer engagement by communicating with them as individuals. Most companies possess the tools to generate personalized and finely targeted customer messages and they also have the capability to trigger the generation and delivery of a message, or series of messages, based on an event or a customer action. So what is the problem? Why are most insurance companies failing?

In many carriers, the majority of business documents are still composed of boilerplate, one-size-fits-all text and graphics. Most attempts at targeted communications are really little more than bulk segmentation by high level categorization. The days of generic documents should be over by now. Software companies like Xpertdoc have made it easy to move powerful functionality like personalization and dynamic content into the hands of business units like customer care, claims, underwriting, sales, and marketing. Tools (and resources) are no longer the issue.

With today’s technology, why is client communication still a problem?

The problem is the collection of fragmented document generation systems installed across the enterprise, some of which have been around for decades. Most companies are surprised to find they have dozens of systems generating various documents for them. Adding to the problem, the data necessary to create individual, highly personalized communications is also scattered. The data lives in multiple, unconnected databases and files, in a variety of departments, and in dissimilar formats. The data necessary to compile a comprehensive profile of each customer and their relationship with the carrier may exist, but it’s not easy to use.

Unlike legacy document composition software, modern tools give an organization the ability to access data from wherever it resides. Insurers can replace those old systems, and their limited functionality, with a better way to compose and distribute customer communications. Data identification and normalization, however, is an organizational and managerial challenge. Getting departments and divisions to share data or migrate to centralized data sources is something no document software can do for an insurance company. That usually requires a shift in company culture and those carriers that are doing it are winning in the growth game.

Why change?

The benefits of making such a shift can make a big difference in customer retention and referrals. By using everything they know about each customer a company can create documents which are easier to understand and are truly relevant to a particular customer circumstance. Greater clarity in outbound messaging results in fewer calls to customer service, less frustration, easier decisions and higher response rates. Expenses can be trimmed while customer satisfaction increases at the same time.

Once steps have been taken to integrate customer data from across the enterprise and migrate to a common document generation solution, it is possible to communicate with customers as unique people. This is a big improvement over lumping customers together as indistinct members of large groups with somewhat similar characteristics. Customers who sense their insurer knows and appreciates them are likely to be more loyal and lasting.

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