Deliver Great Personalised & Contextual Customer Communications to Enhance Retention



About the Brand

A leading Canadian business insurance provider specialising in commercial property and casualty insurance management and has been serving businesses for about 90 years now.

Business Challenges

After an in-depth analysis on company's billing process, Espire identified some key business challenges of strategic importance:

  • Inefficient handling of customer communications 1 due to legacy systems
  • Serious compliance risks
  • Inconsistent Branding
  • Inability to process high volume insurance requests
  • High operational costs & decreased efficiency

Business Solution

Implement scalable Multi-Channel Customer Communication Strategy

Quadient-Based Solutions

  • Customer Journey Mapping to deliver highly personalised CX
  • High volume of policy documentation processing enabled, with workflow automation
  • Multi-lingual support & multi-tenant solution for all 3 sub-brands
  • ETL preprocessing implemented; Integration with external systems-SharePoint, ESB

Business Benefits

  • Robust Real-Time Personalised Communications across devices & channels, better CX
  • Effective Product Branding with single source for communication generation
  • Improved Time-to-market & business agility
  • Customer Loyalty & Retention improved by more than 20%+

Tools & Technologies

GMC Inspire Suite

  • Inspire Automation
  • Inspire Designer
  • Inspire Content Manager
  • Inspire Interactive

Download Case Study

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