Customer communications transformation: Zurich Insurance partners with SmartCOMM™️ and Salesforce

Customer communications transformation: Zurich Insurance partners with SmartCOMM™️ and Salesforce

Zurich Insurance, one of Ireland’s most prominent general insurance firms, offers an extensive product range encompassing private motor, home, commercial property, business, farm, and professional indemnity insurance.

Over recent years, technological progress has significantly transformed the customer experience landscape, driving customers to raise their expectations. Zurich, generating a high volume of communications and documents in daily operations, had to innovate to keep up with swiftly changing customer expectations. This innovation need paved the way for Zurich to transition from many of their legacy systems to more modern, scalable platforms to future-proof their business and streamline their processes and tech stack for a best-of-breed strategy.

Zurich identified SmartCOMM™️ as their ideal customer communication management (CCM) and document generation platform through a comprehensive selection process. They started transitioning their legacy material to an integrated solution of SmartCOMM™️, Mulesoft, Salesforce CRM, and other homegrown insurance transaction systems, both cloud-based and on-premise.

The partnership intended to implement a seamless transition that wouldn’t disrupt customer experience. Indeed, customers didn’t notice the change, but the aesthetic of their documentation became cleaner and more modern without radical design changes or wording alterations. In this transition, Zurich was able to simplify over 1,100 documents down to around 700 documents, equating to nearly 5,000 individual content pieces. This reduction was achieved by leveraging SmartCOMM™️’s patented Smart Templates.

SmartCOMM™️ influences all in-house system-generated documentation within Zurich Insurance, ranging from claims documentation, financial operational documents, to automated customer follow-up emails. Zurich also employs SmartCOMM™️ for batch document generation, adding reliability to their print batches, ensuring timely and consistent customer communications.

The Salesforce CRM integration allows for automated email and communications triggers in response to specific actions. Zurich’s multiple business divisions have benefitted significantly from this, with positive feedback stemming from the Sales team to IT developers. Looking ahead, Zurich Insurance is developing new insurance products on a platform they call SKYE, integrating SmartCOMM™️ using a new data model. In the future, all customer communications for these new business lines will be generated through SmartCOMM™️.

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