OBRIEN’s Policyholder Engagement Management System Complements Core System Modernization

The new solution combines OBRIEN’s document management capabilities with its payment services into an integrated end-to-end policyholder engagement solution.

(Image credit: Dollar Photo Club.)

OBRIEN Insurance Solutions (Bartlett, Ill.) has introduced the Policyholder Engagement Management System (PEMS), which the vendor characterizes as a modernization approach for customer communications, documents and forms which serves as a front-office complement to core system modernization initiatives. The vendor will be showcasing the system at the IASA Show in Las Vegas next week.

PEMS combines OBRIEN’s systems—which provide audited document and forms design, creation, approval, management, delivery (via print / mail, web, email, mobile, social media) and digital bill presentment—with the vendor’s payment services into what OBRIEN calls an integrated end-to-end policyholder engagement solution.

Mike Mulcahy, VP business development, OBRIEN.

Mike Mulcahy, VP business development, OBRIEN.

“We see our policyholder engagement management system as the ideal complement and a necessary component to an insurer’s core processing modernization effort, comments Mike Mulcahy, VP business development, OBRIEN.

The solution consists of three components that combine services and SaaS-based software solutions, offering insurers a cost effective and flexible approach for efficient, high quality policyholder communications while bridging the gap between paper-based and digital communications, according to the vendor. OBRIEN says PEMS can be integrated with an insurer’s core policy, billing and claims systems to provide a comprehensive, seamless, and modern processing environment.

OBRIEN offers PEMS as an integrated service or as individual modules which the vendor describes as follows:

  • Optimized print and mail services eliminate the need for internal print and mail operations and provide dashboards for management insight, ongoing production standards, and greater control with reduced costs.
  • Web-based forms / document design and delivery developed to empower business users and reduce the cost of dependence on IT resources.  Provides a web-based audited approval process and management insight into document status, centralized control of document design/data/content, and integrated electronic delivery (web, email, SMS text, mobile, social media)
  • On-line bill presentment and payment to provide policyholders and customer service personnel with single view of critical documents translating to improved customer service, efficient credit card and ACH payment options, archival of critical billing documents, and delivery of documents/information/communications whenever and wherever based on customer preference.

“Interacting with customers through forms, documents, ongoing communications and the like, whether digital or hardcopy, is always a moment of truth between insurer and customer—requiring each experience to be of the highest quality in both presentation and processing,” OBRIEN’s Mulcahy adds. “We are proven experts in documents and document processing and have been serving the needs of insurers for over 40 years.  PEMS is a natural next step to ensure we continue to provide our insurance clients the best and most modern in document design, creation, presentation, audit, and tracking.”

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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