Insurers Improving Customer Experience Through Document ECM/CCM Solutions

Document creation and management systems important for customer satisfaction and cross-sell rates; Novarica profiles 20 solution vendors

Boston, MA (May 15, 2018) – Insurance relies on the flow of documents both across internal processes and throughout communications that happen over the course of the customer journey. Many carriers have identified the customer experience to be a crucial part in meeting growth and retention goals, leading to desired improvements in customer communications and the management of new and increased content. In its latest Novarica Market Navigator, Document ECM/CCM Systems , research and advisory firm Novarica outlines the current market for document management/enterprise content management (ECM) and document creation/customer communications (CCM) solutions to help insurers understand their options.

“Insurers’ document creation strategies are part of a customer communications improvement strategy (including both correspondence and statements),” said Tom Benton, Vice President of Research and Consulting, and co-author of the report. “While documents are increasingly migrating from paper to electronic forms and channels, documents remain the core of how insurers communicate-both internally and with customers and distribution partners. Improved customer satisfaction and cross-sell rates are generally the goal.”

The report provides detailed profiles of 20 vendor solutions that include information on each vendor’s capabilities, technology, and market position. Vendors profiled include: CEDAR Document Technologies, Cincom Systems, Echo Ridge Partners, FIS, GhostDraft, Hyland, iPipeline, Messagepoint, Napersoft, OpenText, Optical Image Technology, Oracle, Pitney Bowes, Pyramid Solutions, Quadient, Smart Communications, Top Down Systems, Vertafore, and Xpertdoc Technologies.

A preview of the brief is available online.

About Novarica

Novarica helps more than 100 insurers make better decisions about technology projects and strategy through retained advisory services, published research, and strategy consulting. Its knowledge base covers trends, benchmarks, best practices, case studies, and vendor solutions. Leveraging the expertise of its senior team and more than 300 CIO Research Council members, Novarica provides clients with the ability to make faster, better, more informed decisions. Its consulting services focus on vendor selection, custom benchmarking, project checkpoints, and IT strategy. For more information, visit

Source: Novarica

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