Rapidly changing insurance industry calls for better customer communication

Celent’s Customer Communication Management in Insurance 2017 ABCD Vendor View

The insurance industry is rapidly changing. Customers want a personalized insurance experience, from the moment they request a quote to the resolution of a claim.

Insurers who want to remain relevant – not only to new business prospects but to their current customer base – will need to reevaluate their customer communication model. They should ask questions, like:

  • How do we relay information to the customer and how quickly?
  • Are we responsive to questions and flexible with answers?
  • How does our customer receive that information? Through email? By text message?
  • If our customers still want paper documents, how quickly – and accurately – are those documents generated and mailed?

Every customer interaction is a win or lose situation

All at once, every customer interaction becomes a chance to win or lose future business. Moreover, those interactions take place in more and more communication channels, from mobile apps to social media to the Internet of things.

To win in this new insurance industry, insurers must implement a smarter customer communication management strategy and solution. One built on stronger customer intelligence, by way of a customer-centric rather than policy-centric view of data, and growing customer demands.

Download Celent’s Customer Communication Management in Insurance 2017 ABCD Vendor View to learn more about how Hyland can help you answer those questions.

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