EMC Insurance Selects Quadient Inspire for Omnichannel Customer Experience

The P&C insurer sought a solution to  automate the creation of more consistent, personalized, compliant and accurate communications for multiple channels.

(Image source: Quadient home page.)

EMC Insurance Companies (Des Moines) has selected Quadient’s (Milford, Conn.) Inspire platform to improve the consistency, aesthetics, continuity, compliance and speed-to-market of the customer communications the insurer sends to policyholders and independent insurance agents.

Scott Herren, Content Services Supervisor, EMC.

EMC sought a solution because departmental silos, legacy systems and changing market regulations were preventing the insurer from delivering the level of customer experience it desired. EMC was also manually generating many claims documents using macros and a word processing program, creating a compliance challenge due to the slow time to market of the document creation process.

EMC chose the Quadient Inspire platform to help automate the creation of more consistent, personalized, compliant and accurate communications for multiple channels from a single intuitive interface. Implementing Quadient Inspire eliminated the need for multiple siloed teams, met the goal for faster time to market, and ensured a more seamless customer experience, according to the vendor. Starting with claims documents, the company created a special team to use Quadient Inspire to achieve its goal to standardize document templates and guidelines and deliver consistent and reliable regulatory compliance.

Along with taking advantage of Quadient’s design capabilities to provide standardization for consistent communications across the company, EMC is also using Omnichannel Coordination, a component of Quadient Inspire, that makes it possible to take control over which communications are distributed through which channel, and when, and track the communications touchpoint by touchpoint regardless of channel, the vendor. This functionality will help EMC provide users with choices about how they prefer to receive communications, Quadient asserts

“Selecting Quadient has been a perfect choice for us because the platform handled all of our challenges. Inspire is clearly an enterprise solution for creating consistent company documents,” comments Scott Herren, content services supervisor, EMC. “We also liked that Quadient was forward thinking with excellent R&D, and that Omnichannel Coordination could help EMC improve the customer experience by giving our customers the ability to get their documents in a manner that they so choose.”

Chris Hartigan, Chief Solution Officer, Customer Experience Management, Quadient.

Competitive Differentiation

“The competitive differentiation Quadient provides enterprises across the globe is the ability to deliver great experiences through exceptional, meaningful and personalized omnichannel communications,” said Chris Hartigan, chief solution officer, customer experience management, Quadient. “Quadient’s comprehensive portfolio of technologies is designed to help organizations seamlessly reach customers on their terms, fostering loyalty and a positive customer experience.”

EMC is currently implementing Guidewire (San Mateo, Calif.) InsurancePlatform, which will be delivered as a Software-as-a-Service (SaaS) solution via Guidewire Cloud, to support transformation into a digital company that can easily adjust to industry disruption and evolving customer expectations. As a Guidewire PartnerConnect Solution partner, Quadient is providing complementary technology designed to help EMC get additional business value from Guidewire InsurancePlatform. Quadient’s Ready for Guidewire validated integration accelerators for the Quadient Inspire platform, available on the Guidewire Marketplace, make it possible for property/casualty insurers to respond more nimbly to changes in customer expectations and market conditions with accurate and personalized communications delivered through the preferred channels of customers, agents and brokers, the vendor says.

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Anthony R. O’Donnell // Anthony O'Donnell is Executive Editor of Insurance Innovation Reporter. For nearly two decades, he has been an observer and commentator on the use of information technology in the insurance industry, following industry trends and writing about the use of IT across all sectors of the insurance industry. He can be reached at AnthODonnell@IIReporter.com or (503) 936-2803.

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