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

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