Our intensity.

Your agility.

The insurance
customer experience
reimagined
Consistent Contextual Communications
with a robust CCM Platform

Case Study
NXT | Customer Communications Management

The third largest insurance

company in India and the The insurance provider
largest non-bank private- was able to quickly
sector life insurer in India deliver exceptional
implements the CCM solution digital capabilities
built on the UniServe TM NXT thanks to Intense's
platform for consistent comprehensive
communications while Customer
providing a single platform Communication
to automate customer Management (CCM)
communications processes. solution.
www.in10stech.com
 Scope of the solution
Ÿ A unified view of communication in SMS, EML,

The and PDF formats

Objective Ÿ Reconciliation, audit, and exception reports

Ÿ Use input from message queues and online API
Ÿ To provide a single to requests
automate all customer Ÿ Delivering communications using connectors
communications processes. and APIs

Ÿ A single system to manage

and maintain all trigger logic
and templates for customer
communications - One View of
All Customer Communication
Ÿ To automate end-to-end
communication processes and
combat the challenge of
current inconsistent
communications, ultimately
enhancing the customer
experience.
UniServeTM NXT at work
Ÿ Configurable UX designer to empower
business users
Ÿ RPA based Business Process Automation for
end-to-end process automation
Ÿ Continuous integration and continuous deployment
for lower costs and faster deployment
Ÿ Comprehensive business rules manager for
customized process flow
Ÿ Experimentation that enables business process
management

Ÿ And, to replace current

disintegrated communication
systems with one
Challenges
A major operational challenge for the insurance
provider was using an age-old system built for policy
printing which gave a poor customer experience in
customers buying journey. Other prominent challenges
included -
Key functionalities
Ÿ A single platform for all communications
Ÿ Omni channel communication triggered by
business events.
Ÿ All communications are automated between
8 p.m. and 8 a.m., including hold deliveries
Ÿ Responsive communication design for mobile
Ÿ Enabling encrypted deep links with short links and
access to password-protected statements

Ÿ Inconsistent Communications to Customer Ÿ A unified view of communication in text format for

Ÿ Poor Customer Experience
Ÿ Inconsistent & Fragmented communication
Ÿ Duplication of communication
Ÿ Higher Time-To-Market for Template Design
Ÿ Lack of Personalization
SMS, EML, and PDF
Ÿ Reconciliation, audit, and exception reports
Ÿ Use input from message queues and online
API requests
Ÿ Delivering communications using connectors
and APIs

Ÿ Most of the mailers are designed for desktops and

poor UI/UX with no clear CTA
Ÿ Heavy dependency on resources with specific skills
due to dependency on code
Ÿ Heavy infrastructure resources which require a lot of
processing power
Ÿ Next to impossible to edit a template, resulting on
creating a new communication template for every
modification
Value Delivered Operational Benefits
Ÿ The Customer Experience Index increased by 30% Ÿ Improved RNPS by 3 to 4 points
Ÿ 100% automation of the delivery Ÿ Cost Avoidance (DR/Oracle License) by 7.3 cr
Ÿ Time spent creating new communication templates Ÿ 40% improvement in time-to-market for new
was decreased from 20 days to 2 days communications
Ÿ SMS cost reduction by almost 70 Lacs
Ÿ Template Optimization by 15%
Benefits
Ÿ Workflow & Logic Building with 100%
automation of end-to-end process of
customer communications Meet your insurance
customers' changing needs
Ÿ Configurable Solution enabling quick and
seamless communication enhancing with a robust customer
customer experience communication management
solution and create better
Ÿ New Age Digital Channels help customers
to get the benefit of the omnichannel experiences, greater efficiency
experience and more agility.
Ÿ One view of all customer communications
Ÿ Real-time reporting including click rate,
Open rate etc
Ÿ Consistent Communication across digital
channels enabling seamless, engaging, and
effective communications

Copyright © Intense Technologies Limited.

All rights reserved.
Intense Technologies Limited is a global enterprise
software products company, headquartered in India
with a strong presence in USA, LATAM, EMEA and
APAC. Our enterprise software products are used
globally by Fortune 500s for digital transformation
of their mission critical, customer-facing processes
that result in increased revenues and improved
customer experience.

To know more about our solutions,

Visit : www.in10stech.com,

Call : +91 40 44558585 / 27849019 / 27844551

or e-mail : info@in10stech.com