CCM & ECM: Insurer Priorities and Plans

Deborah M. Smallwood, Senior Partner
Mark A. Breading, Partner
Publication Date:
January 3, 2011
Number of Pages:
$995.00 USD

Insurers in North America spend $7 Billion per year on the inter-related areas of customer communications management (CCM) and enterprise content management (ECM). Both play important roles in driving top line growth and managing costs (Figure 1). This is the foundational report in a series of SMA research reports covering these two topics.

 Customer Communications and Content Management in Insurance addresses the capabilities required by insurers and answers these questions:

  • What are the business drivers for investment in customer communication and content management?
  • How do insurers approach technology solutions for CCM and ECM?
  • What is the projected technology investment for 2011 and beyond?
  • What are the plans and investments by functional capability areas, including areas such as imaging, e-signatures, correspondence management, enterprise content management, e-delivery, and EBPP.

 Insurers, agents/brokers, IT solution providers, service providers, and all participants in the insurance ecosystem will find this report useful.

Table of Contents

  • Executive Summary 3
  • About the Research 5
  • Business Drivers and Priorities 11
  • IT Speinding Patterns and Plans 17
  • IT Solution Approaches 21
  • SMA Call to Action 23
  • About SMA: Strategy Meets Action 26