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Three Insurers Choose Cincom’s Customer Communications Solution

Staff Writer | June 24, 2016

Cincom Systems announces that The Baltimore Life Insurance Company, Glatfelter Insurance Group, and Lititz Mutual Insurance have chosen Cincom Eloquence to streamline their policyholder and agent communication processes and policy production processes.

“Communications play a key role in our ability to service policyholders and agents effectively, and ultimately grow our business,” says Steve Bortner, vice president, information services at Baltimore Life. “But our existing communications application had become a major impediment.”

After a comprehensive assessment of other vendor solutions in the market, Baltimore Life felt Cincom’s Eloquence provided the best choice to deliver more personalized communications to policyholders and agents.

“Its intuitive template authoring environment will speed training times and minimize the burden on our IT resources by allowing our business users to take a more active role in developing and generating our complex communications,” says Bortner. “Eloquence’s ability to seamlessly integrate with a variety of core applications, both legacy and emerging, provides us with the flexibility to adapt to changing business processes as we grow.”

Baltimore Life plans to capitalize Cincom Eloquence’s flexibility by integrating it with its core legacy systems—including its policy administration system and enterprise content management and workflow application—to deliver more than 20,000 policies each year and further its mission of serving the mutual interests of its policyholders, agents, employees and communities.

“Glatfelter Insurance Group offers insurance products that are tailored to meet the specific needs and exposures for many diverse industries. As a result, we find ourselves needing to respond quickly to ever increasing changes in the market, “ says Matt Fasnacht, director of application architecture at Glatfelter Insurance Group. “Our existing customer communications application was too cumbersome and inflexible to meet these evolving demands.”

After exploring several other vendor solutions, Glatfelter chose Cincom’s Eloquence to help improve its communication processes. “Eloquence’s intuitive interface, the flexibility in how it handled our data, the fact that it ran on our JAVA infrastructure, and the partnership we built with the Cincom team were critical factors in our decision,” says Fasnacht. “Equally important, in Cincom we found not only a software application, but also a strategic partner who had a vested interest in our long-term success.”

Initially Glatfelter will focus on using Cincom Eloquence to power its policy production processes. Once in production, Glatfelter will use Cincom Eloquence to improve the generation and delivery of all customer communications across their business.

“Since 1888, Lititz Mutual has been founded on the soundest of ideals—thrift, integrity, caring, reliability, quality, fairness, and, above all, a sense of responsibility to our agents and to the thousands of individuals and businesses that have been insured under our banner. An important element in that commitment is providing a stellar experience each and every time, from policy issuance to claims, and we are confident that Cincom Eloquence will play a key role in helping us deliver on that promise,” says Scott Lutz, vice president, claims at Lititz Mutual Insurance.

Lititz looked at several competitive solutions, but found they were not as flexible with respect to how the company operates, leaving Lititz with no option but to change its processes.

“Cincom’s Eloquence provides us with flexibility; adapting to our processes versus dictating new ones,” says Lutz. “Cincom’s heritage in helping insurers, more importantly mutual insurers, along with their willingness to get to know our people, our operation, and to understand our processes and goals before asking us to ‘sign on the dotted line’ assures us that we have selected the right partner to address our unique needs but not so large that we feel like just another number.”

Initially, Lititz Mutual will concentrate on integrating Cincom Eloquence with the claims management system to streamline claims correspondence processes. Key drivers for this effort are the elimination of manual processing steps and the standardization of formatting and content within all outbound claims communications—print and electronic. Once claims correspondence processes are optimized, Lititz Mutual will address other applications areas across the organization where Cincom Eloquence can improve the overall policyholder and agent experience.

“Helping insurers exceed their policyholder and agent expectations through better communications is why we exist,” commented Heath Laudick, North American sales director, Cincom Document Solutions. “We are pleased that Lititz, Glatfelter, and Baltimore Life have selected Cincom Eloquence to power their communications processes and we will strive to exceed their expectations in every way.”


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