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Knowledgeable managed service providers (MSPs) can help carriers fully leverage the customer communications management (CCM) software they already have in-house. (Shutterstock)

As property & casualty insurers advance further into digital transformation projects, the need for integration of cloud and non-cloud systems becomes increasingly important. Nowhere is this more evident than the area of customer communications.

To foster a positive customer experience, an insurer must make it easy for clients to communicate and do business with them, whether through print, email, the web or mobile touchpoints. However, moving to omni-channel communications becomes problematic when an insurer has multiple customer communication frameworks across different departments and lines of business that are not properly integrated, or have frameworks that are not fully developed and optimized for the insurer’s objectives.

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