GMC Software Technology Hosts Briefing on Effective Multichannel Communication for Insurance Industry

Briefing featured Kimberly Harris-Ferrante from Leading Industry Analyst Firm

BOSTON & APPENZELL, Switzerland--(BUSINESS WIRE)-- GMC Software Technology, a provider of customer communications and output management solutions and ACORD associate member, today announced its post-briefing report on effective multichannel communication in the insurance industry. The briefing took place at the 2012 ACORD LOMA Insurance Systems Forum on May 15,2012 with the feature presentation delivered by <person>Kimberly Harris-Ferrante, vice president and distinguished analyst at Gartner. The briefing presented the key areas that insurers should focus on to enhance the customer experience and highlighted how insurers can communicate across multiple channels while optimizing processes for increased business efficiency and agility.

As hosts of the briefing, GMC Software Technology emphasized the importance of the topics discussed. The company is also exhibiting at the ACORD LOMA Insurance Systems Forum, in booth #1110, to showcase a range of applications that can help insurers address some of the key topics presented at the briefing. These topics include:

Evolution from Print to Multichannel Communications

As customer touchpoints have expanded across numerous channels (email, mobile, web, social, etc.), insurers have a great opportunity to utilize these channels to engage prospects and customers. However, older legacy systems can hold insurers back. To take advantage of this opportunity, insurers must face the challenge of leveraging their existing legacy systems to successfully support these new and emerging customer communication channels.

Channel-centricity Versus Customer-centricity: Using Data More Effectively and Appropriately Across Channels

Many insurers are channel-centric rather than customer-centric, largely based on the insurer’s existing infrastructure. But as customers now rely on many different channels, they expect a consistent communications experience across all touchpoints. Today, a channel-centric approach puts insurers at risk of brand inconsistency, customer dissatisfaction and inefficient processes. The briefing presented how insurers can avoid these risks by supporting cross-channel integrated communications that deliver the most relevant message, at the right time, using the customer’s preferred channel.

Use of Real-time On-demand Technologies

With the availability and accessibility of digital channels, consumers are increasingly expecting real-time customer service and information. Insurers should make use of technologies to connect with clients and support communication creation in real time and on demand. Businesses also need to improve transaction processing by enabling a single process and access point for all internal users, brokers and customers along with real-time, front-end integration with source systems.

Agent Enablement: Improving Agent Performance and Standardizing Agent Actions

In an increasingly complex marketplace, insurance providers have the dual task of directly addressing the needs of the policyholders and also enabling their agents to deliver better service and remain compliant with legislative and corporate requirements. The briefing expressed that insurers must improve agent performance and standardize agent actions to ensure compliance and better customer experiences.

Modernizing Communications and Producing Seamless Customer Experiences

It is common in the industry for complex data structures to remain in back end systems and in disparate silos across the business where they provide little value for effective and meaningful customer communications. By bringing together customer data within these silos, insurers can engage in intelligent, data-driven communications and relevant 360-degree customer communications across multiple channels. In addition, by unifying data across disparate data silos, insurers can communicate with customers in a more agile and consistent fashion.

Featured Presenter:

Kimberly Harris-Ferrante is vice president and distinguished analyst at Gartner, Inc,, where she is responsible for monitoring the business and technology trends within the property and casualty and life insurance industries. She specializes in strategies and technologies in the global insurance sector for distribution, customer relationship management, exception-based underwriting, policy administration, claims management and administration, business process management, business intelligence and infrastructure management and optimization. She is an active participant in Gartner's outsourcing research and chief of research for the industries practice within Gartner.

GMC Software Technology

GMC Software Technology delivers innovative solutions that help organizations to optimize customer communications and streamline processes driving efficiency, customer retention and enriched customer experiences across multiple channels. GMC’s international portfolio includes leading clients within the financial services and insurance sectors including Blue Cross/Blue Shield, Diners Club, Metlife Spain, Alex Bank, Banca delle Marche, Corner Banca, Generali, Groupama, Helsana, Mutua Madrileña, Santander Consumer Bank Poland and Union Bancaire Privée.

GMC Software Technology serves thousands of clients worldwide across the banking, insurance, retail, business services, telco/utilities and healthcare industry. Having received numerous awards in the field of Customer Communications Management, the company is recognized as an industry leader for innovation.

For more information, please visit www.gmc.net

Facebook: www.facebook.com/gmcnet,

Twitter: @gmc_net

Linkedin: http://www.linkedin.com/company/gmc-software-technology

The GMC logo and GMC Inspire are trademarks of GMC Software Technology

North America:
Media InkMark Bonacorso, 520-825-0217
[email protected]
or
Europe:
Naucke KommunikationChristoph Naucke, +49 9151 908890
[email protected]

Source: GMC Software Technology