GhostDraft Inc., partnered with Simplified Communications Groupto provide document design services that expand customercommunication management for insurers that encompasses the entiredocument lifecycle and improves customer experience.

In contrast to offerings that focus solely on technology, thispartnership attacks the customer communications lifecycle at itsbeginning, with guidance on how to create documents that arereadily understood, reinforce a company's brand image, and promptthe desired response.

The Information Design Service covers elements of good documentdesign, including plain-language writing and presentation.Following discovery sessions and an assessment of their existingdocuments, clients are presented with a complete package forcrafting effective customer communications, including model lettersand email, layout templates, and a style guide containingplain-language writing tips and design standards.

A recent study of insurance consumers revealed clear,personalized, customer-centric communication as the number onereason for choosing an insurer—above pricing, products, andclaims.

“Effective customer communications can be the difference makerin driving retention and profitable growth”, says Alan Bass,president of GhostDraft.

“Unlike an invoice or policy system where content is controlledby a few, it's not unusual to find a type of anarchy associatedwith customer communications. The result is language and designthat's confusing and off-brand. Only through a combination ofsoftware to manage the system, and a customer-focused approach towhat's written, are companies able to restore and sustain a goodcustomer experience,” says Peter Karavos, president and CEO ofSimplified.