An insurance company needed to improve its customer relationship model, moving towards personalized, multichannel and efficient communication. The traditional processes were costly, inflexible and did not allow for a homogeneous experience or sufficient traceability in the interactions.
A Customer Communications Management (CCM) platform based on OpenText Exstream was implemented, allowing the organization to design, automate and personalize communications with its customers in all channels (mail, email, web, mobile…).
The system facilitates the automation and customization of key communications, such as:
- Policy issuance and management.
- Automated and customized Welcome Pack.
- Management of claims and non-payments.
- Messages related to regulatory compliance and auditing.
- Loyalty and personalized marketing campaigns.
We automate and personalize more than 20 million communications annually with OpenText Exstream, improving customer relationships across all channels and reducing operational costs.
- Integrated omnichannel communication at all customer touch points.
- Reduced operating costs and improved response times.
- Automation of critical processes with full traceability.
- Greater personalization and closeness in relations with policyholders.
- Guaranteed regulatory compliance in all communications.
Transactions per year
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M
Personalized communications managed on an annual basis
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M
