Smart Communications: Disruptive Innovator of CCM Technology Solutions

With the demand for relevant and timely communications increasing rapidly,it is a constant struggle for insurance companies to communicate seamlessly and serve their customers. For insurers to retain their customers and drive productivity, there is a burning need to provide enriched customer experiences and scale individualized communications. Enter Smart Communications^TM, a disruptive innovator in the customer communications management (CCM) space that was conceptualized as an alternative to the traditional print-based medium by empowering business users with simplified multi-channel communications. Through its portfolio of real-time, cloud-enabled productive solutions for scaling complex conversations, Smart Communications is bridging the communication gap and has become the standout choice for enterprises today. “We could see change coming to the insurance space in terms of providers needing support for digital use cases. That is something we started with and remain committed to, ” states Preethi Bridgement, Director of APAC, for Smart Communications. “We are always looking ahead, to where the insurance space is going, and accordingly we’re rolling out new and innovative technologies to assist our customers in leading the market.”

Smart Communications offers personalized, cloud-based communication solutions to mainly enterprise-class customers that range across various industry verticals including insurance, financial services, and healthcare payers. The company has a customer-centric approach and offers highly efficient yet cost-effective solutions, such as SmartCOMM^TM, which gives clients full control of their customer communications management strategy. A cloud-based conversation platform, SmartCOMM^TM allows organizations to create, manage, and deliver personalized customer interactions in real time.

Smart Communications also offers SmartCORR^TM, which comes pre-integrated with Salesforce.com for a seamless and efficient process. As a multi-tenant SaaS provider, Smart Communcations can also be embedded into partner solutions used by insurance providers. Guidewire, a Property and Casualty (P&C) software provider, is one of the partners that uses the SmartCaaS^TM solution successfully to sell support services for contracts to its clients.

All of these products are built to support the company’s Conversation Cloud framework, which is designed to help enterprises easily integrate Smart Communications’ customer communications management tools with other key pieces of their technology ecosystem. This approach helps companies operate more efficiently while also improving conversations by providing a more complete view of each customer. Many insurance firms are struggling to keep pace with the changing nature of their business, and their customer relationships were gradually turning extremely complicated. With its innovative CCM solution, Smart Communications can streamline communications with ease and significantly reduce costs. Its ability to rapidly produce and efficiently manage highly complex regulatory communications can save insurance companies a considerable amount in external development costs. And by using the tool’s “shared content feature” business users can simply identify and make a single change that’s reflected across the system in a matter of hours.

Smart Communications recently released the Conversation History functionality, which provides deep insight into customer conversations by recording key metadata associated with every communication sent in order to track what, when and how they were sent as well as any relatedg actions taken. Conversation History listens to all outbound communications produced by SmartCOMM^TM and stores them in a highly-efficient and scalable repository. It can also ingest events from 3rd party systems, providing even deeper insight. Insight into communications performance can be used to hyper-personalize subsequent communications with specific individuals, or can be aggregated to uncover trends across the business. Additionally, the company just announced plans to support its SmartCOMM^TM, SmartCORR^TM for Salesforce, and SmartCaaS^TM solutions on the Amazon Web Services (AWS) infrastructure, in addition to its co-located data centers. This decision provides additional deployment flexibility to the company’s already available cloud and hybrid-cloud options. The decision was based on increased demand to support AWS across APAC and continental Europe and by customers in the U.S. and U.K. that have selected AWS as their cloud deployment model of choice.

Leading the industry as the only cloud/hybrid solution recognized by Gartner as a Leader in its Magic Quadrant for Customer Communications Management the company is investing heavily in its product solutions to enhance and extend its capabilities. With a commitment to empowering its clients with more control over communications, Smart Communications has emerged as the most demanding solutions provider for customer-centric insurers. “We are always laser focused on ensuring our customers' success by empowering them to scale the conversation—increasing efficiency while delivering more meaningful communications,” concludes Bridgement.