EDC Empowers an International Insurance Firm to Serve Their Customers Better
EDC recently partnered with a multinational insurance provider to implement a Customer Communication Management (CCM) solution that reduces reliance on paper, improves workflow eciency, and drives customer satisfaction.
With decades of experience in the Middle East, our client in this project forms part of a global insurance and employee benefits groups.
Insurance services
- Middle East branch of a multinational company with a presence in over 60 countries
- Using EDC’s comprehensive Customer Communication Management (CCM) product suite
- Greater automation in document processing and more efficient and effective customer communications
30,000+
50+
70
“With its CCM suite, EDC has enabled us to digitize and automate slow manual document workflows, improving the customer and employee experiences in the process, and giving us higher quality customer engagement.”
Client Testimonial
Client Overview
Our client is a global leader in insurance, annuities, and employee benefits, operating in more than 60 countries. With a strong presence in the United States, Middle East, Europe, Latin America, and the Asia Pacific, The company maintains its competitive edge through digital innovation and offers a wide range of products and services to meet the needs of this dynamic market.
Challenges and Requirements
Efficient document fulfillment process
The client’s products and services were historically heavily reliant on paper documentation and manual workflows. This resulted in lengthy and error-prone document fulfillment processes - leaving room for improvement in both customer and employee experiences. The company was looking for a more automated approval workflow to improve efficiency, and the ability to merge standard policy documents with customer data.
Automation, integration, and digitization of customer communication
The use of automation technologies and improved data management were identified early on as areas that could enhance customer communications through further digitization.
Increased customer engagement
Management recognized the importance of customer engagement through multiple digital channels and wanted to ensure they had the tools and processes to improve customer and employee experiences with these channels and therefore grow
engagement.
Trust and compliance
Operating in a heavily regulated industry in which compliance is critical, our client wanted a secure and trustworthy digital partner to deliver an entire suite of customer communication solutions.
Reduce paper consumption
The company was consuming a vast quantity of paper globally per year. As an environmentally conscious business, they wanted to make an impact on this figure in their operations.
Eciency
Streamlined communications and reduced reliance on paper
Improved CX
Personalized interactions drive customer satisfaction
Compliance
Improved compliance with stringent regulatory requirements
ROI
Enhanced efficiency and reduced paper use resulted in significant ROI
The Solution
EDC provided our client with a comprehensive Customer Communication Management (CCM) product suite based around a centralized Interactive digital automation platform that provided the following solutions to the challenges identified.
High-Volume Operations Documents
The CCM suite processes and manages around 30,000 bulk customer communications every month, including premium notifications and marketing messaging.
One-to-One Customer Communication
The solution facilitates the real-time editing of pre-filled documents, streamlining and enhancing customer interactions and improving customer satisfaction.
On-Demand Communications
The CCM product suite integrates directly with over 60 of the client’s services and systems, enabling instant access to documents and ensuring all aspects of customer engagement are connected.
Robust Solution Infrastructure
The suite benefits from a resilient server setup that guarantees uninterrupted customer communication and provides customer support security.
