Bentech’s Customer Communications Management for Insurance
Bentech’s services help provide next-generation strategies on how insurers interact with consumers through the architecture to make it easier and more efficient, through their preferred channel.
Outcome: Better performance and better cost management with greater satisfaction and engagement.
Traditionally, insurance customer's contacts have been primarily through postage stamps or electronic images of the same documents — an increasingly ancient and expensive way to quickly switch to dynamic digital through COVID-19 epidemics. Is in between Many insurers recognize the need to meet a consumer threshold on their terms, but shrinking IT budgets requires back-end integration.
As a result, many important interactions rely on manual, paper-based processes that are both frustrating for consumers and costly for insurers. But Bantech’s Customer Communications Management (CCM) is a transformative all-channel point of view, combining strategic consulting on self-communication, insurance sector-specific skills, technology roadmaps for core operations and capabilities, and managed services where needed.
Through CCM, insurers have seen 10% to 20% fewer calls and 50% fewer form errors, including a 10% to 20% reduction in mail volume, printing, and postage costs. Meanwhile, full-time equivalent performance has increased from 10% to 30%, and end-user satisfaction, referrals, and other loyalty metrics have increased — even as the market has grown over time, and technology has improved.
How does it work?
CCM simplifies and modernizes the touchpoints of future correspondence in the value chain, from building the sales pipeline to boarding and registering new customers, to meet their needs. These interactions can be through e-mail, text messaging, and websites, as well as through traditional documents, using personalized, conversational writing — at the eighth-grade level — instead of the highly complex legal.
This capability creates, delivers, stores, and retrieves outbound communications, including marketing, new product introductions, renewal notifications, claims correspondence, and billing/payment notifications. Insurers are equipped with cloud-based applications to enhance these communications with their distributors, partners, regulatory bodies, and consumers.
Our CCM projects follow a set procedure for rationalizing and prioritizing communication:
Lay the basis of the fact of correspondence to explain the scope and order
Outline project objectives, vision, team resources, costs, risks, and success measures.
Create and analyze inventory of communications in scope
Redesign and evaluate communication documents based on recommendations following your company’s standards and guidelines.Monitoring and tracking of the effectiveness of easy communication.
