CLIENT OVERVIEW

Our client is a renowned, century-old Midwest insurer offering a wide range of products, including auto, business, crop, home, life, renter’s insurance, and more. It is also a prominent underwriter of farm insurance with a team of 1,200 employees and 450 agents.

BUSINESS CHALLENGE

While undergoing a pivotal digital transformation, our client sought to modernize its customer communications management (CCM) system to create omnichannel customer experiences and accommodate future product deployments. The legacy CCM system, burdened by outdated technology and multiple platforms with limited capabilities, was hindering progress.

Transitioning to a cloud-based platform was critical to streamlining operations, minimizing manual data entry, and eliminating outmoded templates. As part of its long-term vision, the client aimed to expand into online business and penetrate new markets with innovative insurance products.

To achieve this transformation, the insurer required a partner proficient in implementing the SmartCOMM platform, adept at requirements gathering and form migration, and capable of providing strategic guidance for the digital transition. The insurer’s aim was to ensure that this transformation aligned with the company’s forward-looking strategic initiatives.

SOLUTION OFFERED

The insurer partnered with ValueMomentum to leverage our expertise with the SmartCOMM platform for a comprehensive implementation attuned to the company’s evolving business needs. The process began with an in-depth discovery phase, working closely with the client’s business team to glean requirements and guide knowledge transfer.

ValueMomentum then contributed to several pivotal project tasks, including data mapping, requirement gathering, forms development, unit testing, deployment, and quality assurance (QA) support. ValueMomentum successfully migrated more than 360 documents and forms spanning various lines of business, including workers’ compensation, businessowners policy (BOP), personal and commercial umbrella, farm, and church.

The insurer can now distribute information across multiple lines of business via cloud deployments, supporting batch, interactive, and on-demand communications.

VALUE DELIVERED

The shift to SmartCOMM enabled the insurer to digitalize its content, offering intelligent, scalable communication template design, content management, and process workflow. It streamlined CCM operations while reducing the IT infrastructure previously needed.

The insurer can now distribute information across multiple lines of business via cloud deployments, supporting batch, interactive, and on-demand communications. This transformation offers customers a choice of channels and personalized experiences through a flexible, 24/7, and scalable CCM system, reinforcing the client’s commitment to exceptional customer service.