Mountain West Farm Bureau Identifies Smart Communications as a Force Multiplier in Creating Operational Efficiencies and Enhanced CX
Insurer Adopted Customer Communications Management Cloud Technologies to Achieve Speed, Agility and Drive Digital Transformation
LONDON and NEW YORK, Oct. 24, 2023 (GLOBE NEWSWIRE) — Smart CommunicationsTM, a leading technology company focused on helping businesses engage in more meaningful customer conversations, today announced that Mountain West Farm Bureau and its subsidiary 360 Insurance Company are leveraging Smart Communications cloud solutions. By migrating to the cloud, Mountain West was able to improve operational processes by providing employees with industry-leading technology tools, while delighting customers with an unparalleled digital experience.
To meet their requirement for continuous innovation, Mountain West looked to implement best-in-class cloud technologies that would integrate with Guidewire Cloud. They selected the Smart Communications Conversation CloudTM platform to deliver and manage personalized, omnichannel conversations across their customers’ full life-cycle relationship with them. With this new platform in place, they look forward to engaging in smarter customer conversations.
By leveraging Smart Communications, Mountain West was able to:
- Achieve over $3M in annual savings by consolidating the number of policy administration tools used from 5 to 1, reducing IT reliance, and lowering processing and mailing costs.
- Create automated workflows for agent and customer activities.
- Update document presentation with the redesign of 1,758 document templates delivered through trigger events in Guidewire Cloud.
- Deliver high touch interactions throughout the policy and claims lifecycles, including the ability to send personalized messages through the customer’s preferred channel of print, email, and SMS messages.
“In addition to the operational efficiencies gained through platform unification and standardization, this technology enables us to provide an exceptional customer experience with smart personalized conversations, which helps to build trust with our policyholders,” said Tim Hays, CIO of Mountain West Farm Bureau and 360 Insurance Company.
In 2022, Mountain West Farm Bureau and Smart Communications were jointly recognized by Guidewire with an Innovation Award. This award is given to customers that are adapting to an accelerating pace of industry change and evolving customer needs in innovative ways. Learn how Mountain West Farm Bureau is transforming customer conversations with Smart Communications in this case study and by watching this video.
“Mountain West Farm Bureau set a goal of using cloud technology to improve the experience for both its policyholders and its employees; and to do it fast,” said Leigh Segall, President, Smart Communications. “Our cloud technology and support provided this forward-thinking insurer with the tools to achieve their goals and to continue to scale as they grow. We’re proud to partner with Mountain West as they improve customer conversations at every turn.”
About Smart Communications
Smart Communications provides the platform that leading organizations trust to deliver personalized, consistent and compliant conversations across all touchpoints and channels. The Conversation CloudTM consists of SmartCOMMTM for enterprise-scale customer communications, SmartIQTM for digital forms transformation, and SmartDXTM for trade documentation. Over 650 enterprise organizations across the globe rely on Smart Communications to simplify and automate complex processes and deliver highly secure, frictionless experiences across the customer lifecycle. To learn more, visit smartcommunications.com.
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