CLIENT OVERVIEW
This multi-line insurer serves the needs of individuals, families, and businesses with a principal focus on the property and casualty business. With $500 million in revenue and more than 500 employees, the insurer offers affordable protection and quality claims service backed by sales and service locations throughout Wyoming, Montana, and Colorado. The insurer offers 12 lines of business, selling products such as auto, home, farm and ranch, and business through captive agents. It also offers life and annuities products with servicing in Wyoming, Montana, and Utah.
BUSINESS CHALLENGE
The insurer’s mission-critical processes largely depended on legacy systems and relied solely upon print and snail mail options for customer communication.
To improve the speed of its operations, the company embarked on a core transformation journey, upgrading its IBM AS/400 mainframe system to Guidewire InsuranceSuite in the cloud.
As part of this transformation project, the insurer wanted to blend digital communications with traditional print communications and redo all of its personal and commercial lines forms. The company also wanted to expand its customer touchpoints, accelerate communications, and deliver improved customer experiences.
The insurer partnered with SmartCOMM to implement the SmartCOMM platform and modernize its customer communications. Given the complexity of its forms — hundreds for multiple lines of business across three states — the insurer wanted to work with a partner to help digitalize, develop, test, and expedite form migration and smoothly integrate the SmartCOMM platform with its modernized core. The insurer chose ValueMomentum as its implementation partner following a recommendation from SmartCOMM.
SOLUTION OFFERED
Initially, the insurer’s in-house team mapped the data required for the printable forms and then passed it to ValueMomentum to assess the requirements, package and process the data, and assist with Guidewire integration. The quality assurance (QA) team further tested these forms to ensure seamless integration into Guidewire and SmartCOMM. By leveraging the Agile process, ATD, Data Modeler, and JIRA to track the deliverables, ValueMomentum was able to develop and test 850+ forms and remove 50+ redundant forms within six months across both print and digital formats.
“We initially had no ability for digital communication,” said the insurer’s product manager. “With these new tools and help from ValueMomentum, we have the ability to ask the customer: ‘How do you want us to communicate with you?’”
Using SmartCOMM architecture, the insurer can now easily design and scale a personalized customer experience while standardizing work processes for increased internal efficiency and ROI.
VALUE DELIVERED
By transitioning to a modern CCM platform, the insurer has been able to accelerate form generation through modernized templates. With more options, customers have further access to personalized communication channels. Using SmartCOMM architecture, the insurer can now easily design and scale a personalized customer experience while standardizing work processes for increased internal efficiency and ROI.
What would have been a three-to-five-year endeavor to implement changes in forms can now be done in a span of days.
“ValueMomentum brought expertise to the table and provided us with flexibility, speed, and experience,” said the insurer’s CIO. “As we bring additional digital delivery capabilities online, we anticipate that ValueMomentum will partner with us to execute, monitor, and maintain that digital delivery strategy as well.”
