Universal Insurance Group

Solution

Personal real-time communications

After considering other Customer Communication Management (CCM) products on the market, UIG decided that OpenText Exstream™ was the best fit for its needs because it was based on a ‘best of breed’ software approach.

UIG has seven Exstream applications covering the personal auto, dwelling, billing, claims, checks, liability and mail certificate elements of its business. It has also started the implementation of a new ‘Personal Package,’ incorporating five insurance products. Exstream is mainly used to generate written claim letters, declaration pages, invoices, cheques and general letters.

“The challenge was to integrate Guidewire and our OnBase® Enterprise Content Management system with all the documents generated from Exstream. For that reason, we came up with a solution that fulfilled all requirements in terms of seamless integration between systems and services. It is designed to provide fast responses and portability for future migrations and upgrades,” said Acevedo. “The aim of this integration is that we can standardize the communications that we send to our customer but also have the flexibility to change things like logos and contact numbers.”

Exstream enables users to make the most of every customer touch point by creating personalized, real-time customer communications that can be delivered through their preferred channel, including web, email, print and SMS. Insurance carriers like Universal Group are one of the target markets for Exstream because it can significantly reduce costs by providing a single software solution for policies, bills, quotes/proposals and correspondence. It also supports straight-through processing for high-volume and on-demand communications.

Benefits

Agility to meet business demands

UIG has seen significant productivity and quality benefits: “Using Exstream as the unique software for creating documents has helped our IT Department to centralize efforts in terms of software development, lowering the points of failure at infrastructure level,” said Acevedo. “We have also been able to introduce portability within core systems through generic XML requests and to improve renewal and billing batch processes without user intervention. In terms of deploy applications, OpenText Exstream is seamless to the business users and changes can be in production fast.”

This speed has been of particular benefit to the business because it introduces the agility to respond to changing demands and deploy changes as fast as the business requires. Also, corporate branding configured in the document templates can be easily modified in line with new corporate direction.

“The implementation of OpenText Exstream in Universal Group has been so reliable and successful that our corporate strategy is that it will now be part of all future developments,” said Acevedo. “It is a vital tool for capturing customers and raising the profile of our company.”