It's a request from the marketing department that sounds so simple: mail a billing insert to current monoline auto customers who have had good claims experience for at least the past five years thanking them for their business and offering them a discount on a package policy.
Unfortunately, that seemingly simple type of customer communication request presents a real challenge to fulfill in a typical insurance-systems environment. Instead of handling this process in one system, IT staff has to tap the policy-administration system to identify longstanding monoline customers, query the claims system for loss history and coordinate the billing system with document print-production systems.
The inability to easily create these and other types of communications that can drive revenue and increase the number of service touch points is rooted in insurers' siloed systems. Although companies have worked diligently over the last decade to eliminate silos in their core systems—integrating, creating common front-ends, replacing legacy systems with new and open technologies—they may not have paid close enough attention to what was happening outside of the core.
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