Improving the Customer Experience Through Communications and Document Management

An SMA Research Report

Author(s):
Mark A. Breading, Senior Partner
Publication Date:
May 29, 2014
Number of Pages:
24
Price:
$995.00 USD

This SMA research report assesses how P&C and L&A insurers in North America are leveraging customer communications and document management to enhance the customer experience. The report covers the business drivers for investment, where investments are being made for inbound and outbound communications by channel and document type, and the plans for capturing, creating, managing, and delivering digital content.

This report is part of SMA’s 3CM Research Series (Customer Communications and Content Management), encompassing contact centers, CCM, ECM, records management, and print output. Focus areas such as e-signature and e-billing are also included. Figure 1 is an example from the report, illustrating which channels insurers are investing in in 2014. 

 

Improving the Customer Experience Through Communications and Document Management

 

Table of Contents

  • Prologue and Executive Summary 3
  • Business Drivers and Spending Plans 6
  • Inbound and Outbound Communications 12
  • SMA Call to Action 19
  • About the Research and Strategy Meets Action 21

Research Info Request