Francis Dion sur le processus logiciel

Commentaire de SMA - Stratégie globale de communication avec la clientèle

(en Français bientôt... merci de votre compréhension)

Deb Smallwood - founder of Strategy Meets Action (SMA), a Boston-based firm that provides analyst and consulting services to the insurance industry - comments on the challenging conditions for insurance industry players today and the increasingly demanding requirements from their customers:
 
"In our recent research effort into the current challenges for insurers in North America, we uncovered the key initiatives all insurers should be considering. 'The Top 10 Imperatives For Insurers' summarizes our findings from 100’s of hours of interviews with insurers. One top focus is the need by insurers to holistically link their customer communication management (CCM) efforts. This initiative revolves around integrating voice, data, and paper interactions with all channels and processes across the enterprise.  Managing document creation and output is an essential aspect of CCM, with many insurers looking to upgrade their current legacy technology with modern solutions available in the marketplace. Insurers need to address their communication strategies and document output technologies right now if they want to stay competitive."

Here's the link to SMA's study: https://strategymeetsaction.com/our-research/

Conférence sur la technologie dans le domaine de l'assurance

(bientôt en Français... merci de votre compréhension!)

Xpertdoc à la conférence P&C Insurance Technology à Toronto, Canada

 

This year's focus was a marked shift from previous years that typcially guided carriers on how to deal with the tough economic climate.

This year, the shift in focus was towards preparing for the future growth coming to the industry. A recurring theme across many sessions focussed on how carriers and suppliers need to address the need for real-time delivery. The conference theme - “Real Time Insurance: Agile, Integrated and Aligned” sums up the key message from the various sessions: that firms need to ensure their processes and systems provide an environment in which the business can react rapidly to the ever-changing face of its consumers. 

On the topic of Customer Communication Management, there was an emphasis on the shift carriers are making towards having to manage multi-channel communications that must deliver greater client satisfaction, reduced costs and improved efficiencies. While most insurers have old legacy technologies in highly complex environments, the constraints of these systems do not address the present realities faced by insurers, nor do they allow for strategic growth in the coming years. Relevant new platform technologies are available with sufficent industry installs to prove their viability and value. Firms should consider shifting to these future-proofed solutions that will not only address the constraints of legacy systems but provide scalability and configurability to the changing landscape for carriers.

 

Varsha Bhat, Mars 2010