Transforming Claims CX, Smartly

For an insurer, HTC brings Duck Creek and SmartCOMM together.

THE CLIENT

The customer has been providing valuable insurance coverages and services to home and auto owners, as well as business owners for more than 125 years. Their claims associates are located throughout the Midwestern states, serving Policy as well as Workers Compensation Claims.

CHALLENGE

The insurer wanted to transform their claims correspondence to ensure consistent, timely, and highly personalized communications with their customers. Their legacy claims portal, accessed by 400+ claims associates, posed a challenge in their way. To get the generated forms and documents to the end customers either through print or
email services, their associates still relied on time-consuming, tedious, and ineffective manual methods.

As customers’ experiences were at stake, generating omnichannel communication with a single request from the Duck Creek Claims system was the need of the hour. It was decided to integrate SmartCOMM, the leading customer communication management system, with their claims system.

HTC was the chosen partner for the project. HTC’s deep experience in Duck Creek, CCM / CRM technologies, specifically SmartCOMM, and its unique Duck Creek- SmartCOMM integration pre-built accelerator turned advantageous for the project.