(Image source: Acuity homepage.)
While insurers rightly focus on the potential of use of customer communications management (CCM) capabilities to improve customer experience, efficiency can also be an important driver to replace legacy systems. Acuity, a Sheboygan, Wisc.-based personal and commercial lines insurer, saw such an opportunity specifically to address the burden of legacy correspondence and form-generation tools.
The insurer undertook a selection process and identified OpenText (Waterloo, Ontario) Exstream as the company’s modern customer communications platform. The insurer then engaged ValueMomentum (Piscataway, N.J.) as its services partner for its expertise with Exstream and in agile methodologies.
Over the course of 10 sprints, ValueMomentum assisted Acuity with rationalizing and converting over 1,100 forms to Exstream’s Empower Editor, addressing the needs of claims, billing, loss control, marketing, premium audit and customer service across personal and commercial lines.
“Quantitatively, the project achieved impressive results,” comments Marcus Knuth, VP, Enterprise Technology, Acuity. “We’ve reduced the volume of forms by 28 percent; additionally, we expect annual savings of 70,000 business user hours once form data fill, system-generated submission, and centralized printing is complete.”
The success achieved through Acuity initiative is representative of great potential insurers have to both gain efficiencies and optimize their customer communications management processes to provide their customers and agents with rich and engaging digital experiences, suggests Patricia Nagle, SVP CMO, OpenText. “The results Acuity achieved by leveraging Exstream are tremendous, and we are proud of the value we were able to deliver together,” she comments. “As a partner, ValueMomentum has demonstrated its ability to deliver results and modernize a wide range of business correspondence based on OpenText Exstream.”
“We are thrilled to have had the privilege of partnering with Acuity’s top-notch team and enabling their goals of delivering multi-channel customer communications,” comments James Carlucci, SVP, ValueMomentum. “Our partnership with OpenText Exstream enables us to support our insurers’ goals of transforming to digital enterprises.”