Who is in charge of communication strategies?

In most insurance companies, multiple departments including policy services, marketing, compliance, finance, and claims all have a stake in how documents are created and delivered. Each area of the business tends to manage their communications independently and often use different terms and language to describe the same idea, unknowingly creating duplicate communications, or even creating messages that conflict with each other.  Additionally, different departments deliver their communications via different methods (print, email, online, SMS, or social media).

Customers expect consistent, personalized, and tailored communication; in many cases they aren’t getting it.

Communication committees

Many carriers have a governing entity in place for enforcing consistency as it relates to corporate branding; logos, colors, fonts, and style. Some carriers take this a step further to improve their communications by forming committees with key resources from various functional areas to review planned messages to various audiences across the enterprise. These committees work to apply standards to ensure that communications meet the departmental objectives without compromising the overall corporate goals.

Communication committees go beyond brand compliance to consider the objective of each message, its construction and delivery methods, and its relationship to other messages presented by the organization. They may also assure consistency with such items as document management and Customer Communication Management (CCM) technologies, document layout, the efficient use of in-plant or outsourced services, and Omni-channel delivery mechanisms.

Executive sponsorship and consistent governance, without bureaucracy, are critical to the success of such groups.

Enterprise-wide approach to increase effectiveness

By making tools and resources available across the enterprise, the communication committee reduces redundant expenses and allows companies to compile complete customer relationship histories. Insurers can become better at personalizing communications, measuring effectiveness, and directing customers to relevant resources.

Without coordinating cross-divisional communications, companies can miss opportunities, and waste money. There may be risks of regulatory infractions or a public relations embarrassment, and inconsistent content can lead to increased customer service calls or customer churn.

Insurance companies spend millions to build a brand image. When messages coming from various departments and divisions are aligned with the company’s overall business strategy, positive results can be achieved. Putting communication strategies into the hands of a body focused on the overall corporate objectives, rather than just departmental issues, can generate benefits otherwise unobtainable.

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