CCM Insurance Letter Generation – OCMS & SmartCOMM Integration

One of the goals of most claims processing/member service departments for Auto, Health or any type of insurance is improving the efficiency of their workforce. Faster processing times ensure a better customer experience, increase satisfaction and aides in retention. One of the most common tasks that occurs in any insurance scenario (Claim or Policy) is the need to send either paper or electronic correspondence to a policy holder. This post will highlight TSG’s most recent integration with SmartCOMM to efficiently communicate with customers while providing a consistent experience.

As TSG announced in our partnership with SmartCommunications, we see our insurance clients looking for more efficient ways for their users to complete repetitive activities. With correspondence, insurance organizations look to Customer Communications Management (CCM) vendors like SmartCommunications to provide template management. This allows business users to create, manage, and deliver a message to their customers that is standardized, consistent and follows all brand and legal requirements. Providing users with a tool that can be utilized by the business rather than needing IT involvement to add and maintain new communication templates further allows changes and updates to be completed quickly. SmartCommunications’ administration interface allows for drag and drop template creation, removing IT and development from the process.

Letter Generation

For customers or 3rd party members of a claim that need a more traditional written letter correspondence, SmartCommunications offers the ability to generate a letter from a rich template. It will fill in information from the core claims operating system like Guidewire or Duck Creek into the template to generate the letter. SmartCOMM’s template administration can also lock down certain portions of the template to allow for more control over what end users are allowed to edit within the document.

More advanced capabilities are also available in the SmartCommunications templating tools like hiding and showing certain sections of the document depending on data provided about the claim from the core claims operating system. This takes away the daunting and time consuming task of picking which template or which sections of a particular document should be included for this particular case.

Once the document is generated, the attributes for the document can be entered, and the document will be stored directly into the claim file. From there, the entire suite of available actions within the OpenContent Management Suite are available like combining documents, annotating, redaction, and more. See the video below of the letter generation in action:

Email / Text Messaging

For customers that prefer to be contacted via email or text messages, sending and recording correspondence within the claim is as simple as clicking a button from the claim file, as is shown in the below video. Delivering emails within the claim file via OpenContent Management Suite also allows for attaching documents from the claim file, as well as recording the correspondence directly in the claim file.

We are excited about the additional capabilities that SmartCOMM brings to OpenContent Management Suite. Learn more about our SmartCOMM integration here.