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Novarica Names Quadient as a Dominant Provider of Customer Communications Systems

Press release from the issuing company

Milford, Conn. – Quadient, a leader in helping businesses create meaningful customer connections through digital and physical channels, announced today research and advisory firm, Novarica, has named Quadient as a “Dominant Provider” in its Novarica Market Navigator’sÔ Document ECM/CCM Systems 2020 report. The recently published report includes Quadient as one of only three Dominant Providers among 22 technology vendors. Novarica helps insurers make better decisions about technology projects and strategy through research, retained advisory services, consulting and special programs.

The report provides an overview of the available stand-alone document management/enterprise content management (ECM) and document creation/customer communications management (CCM) systems currently available to US property/casualty and life/annuity/retirement insurers. According to the report, Dominant Providers have strong market positions and momentum, and their solutions in the segment are well-known.

“In the new context of the COVID-19 pandemic, the importance of good communication with customers and agents has increased,” said Tom Benton, vice president, research and consulting, Novarica. “Where many insurers have relied on face-to-face meetings between customers, agents and staff, they will now need to communicate through digital channels, leveraging modern enterprise communication management tools to help provide better digital communication.”

The Quadient Inspire customer experience management (CXM) platform integrates with existing core policy administration, billing and claims platforms, allowing insurers to create, assemble and deliver personalized, compliant and highly complex customer communications across all channels from one centralized hub. The report highlighted key differentiators of Quadient Inspire, including:

· Communications for different channels are designed and proofed from a single user interface using the same internal skillset across channels

· Quadient Customer Journey Mapping, a cloud-based tool, incorporates digital and physical customer touchpoints to connect the customer experience and CCM efforts across an organization

· Cloud-based delivery of mobile communications includes content, push notifications and other mobile and browser-based communication experiences

“Novarica’s report explores how many insurers have prioritized the customer experience to grow and retain customers. It also reveals how CCM and ECM support insurers in improving customer satisfaction and reducing operational costs while shifting the business from indemnifying losses to proactively mitigating risks and preventing losses with personalized, accurate and timely communications,” said Andi Dominguez, principal, insurance & healthcare, Quadient. “To deliver exceptional customer experiences, insurers must create communications that are personalized, compliant, omnichannel and guided by customer journey mapping.”

For additional information, access a complimentary version of the Novarica report with information on Quadient: complimentary Novarica report.


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