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CUSTOMER COMMUNICATION MANAGEMENT IN INSURANCE 2017 ABCD VENDOR VIEW
Nicolas Michellod 22 August 2017 THIS AUTHORIZED REPRINT CONTAINS MATERIAL EXCERPTED FROM A RECENT CELENT REPORT PROFILING AND EVALUATING 15 DIFFERENT CUSTOMER COMMUNICATION MANAGEMENT SYSTEM VENDORS IN INSURANCE. THE FULL REPORT IS MORE THAN 100 PAGES LONG. THIS REPORT WAS NOT SPONSORED BY SMART COMMUNICATIONS IN ANY WAY. THIS REPRINT WAS PREPARED SPECIFICALLY FOR SMART COMMUNICATIONS, BUT THE ANALYSIS PRESENTED HAS NOT BEEN CHANGED FROM THAT PRESENTED IN THE FULL REPORT. FOR MORE INFORMATION ON THE FULL REPORT, PLEASE CONTACT CELENT AT [email protected]
CONTENTS
Executive Summary .................................................................................................. 1 Introduction .............................................................................................................. 2 Report Methodology ................................................................................................. 3 Celent’s ABCD Vendor View ..................................................................................... 5 Vendor Profiles ......................................................................................................... 8 SmartComms LLC: SmartComm, SmartCORR for Salesforce, SmartDX, and SmartCaaS ............................................................................................................. 10 Leveraging Celent’s Expertise ................................................................................ 17 Related Celent Research ........................................................................................ 18
EXECUTIVE SUMMARY
KEY RESEARCH QUESTIONS
1 What is a customer communication management system?
2 Who are the main Customer Communication Management system vendors active in insurance?
3 Which systems win Celent’s 2017 Customer Communication Management system ABCD Awards?
Celent defines customer communication management (CCM) as, at a minimum, a system that allows the automatic generation of a document or documents from a managed template with both variable data and business rules. This definition includes automatic generation of documents to communicate with external parties (insured, regulators, agents, policyholders, and prospects). Document handling (storage, indexing, and retrieval of documents created outside the enterprise) is not the focus of this report. This report examines the vendors of systems that offer the ability to create a template with placeholders for data and defined business rules that will be used to automate the generation of multiple documents and communications.
This report profiles 15 customer communication management systems in use by insurance companies globally. There are nine full profiles and six limited profiles.
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INTRODUCTION
This report includes full profiles for the 15 systems that fully met the inclusion criteria described in the Report Methodology section. Six limited profiles are provided for solutions that for a variety of reasons did not fully meet the inclusion criteria. For a full list of vendors in this report, see Table 1.
This report uses Celent’s ABCD Vendor View, which is our standard representation of a vendor marketplace, designed to show at a glance the relative positions of each vendor in four categories: Advanced technology, Breadth of functionality, Customer base, and Depth of client services. Insurers should consider which factors in breadth, technology, experience, and client service are most important to them, and review the detailed profiles in this report to assess vendor suitability.
Key Research Question
1
What is a customer communication management system?
A customer communication management (CCM) system is a system that allows the automatic
generation of a document or documents from a managed template with both variable data and
business rules.
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REPORT METHODOLOGY
CRITERIA FOR INCLUSION In general in order to have a full profile and be included in the ABCD Vendor View grids, a customer communication management system vendor had to have:
• At least two deployments at insurance companies worldwide. • At least two reference clients that provided their perspective on the solution.
Nine solutions met these criteria and are included in this report with full profiles. Six other solutions did not meet these criteria, and as such they have a shorter profile and are not ranked in the ABCD Vendor Views.
EVALUATION PROCESS Celent sent a detailed request for information to a broad set of customer communication management system vendors. After completing the RFIs, each eligible vendor provided a briefing and demo for Celent.
Celent also asked the references provided by each vendor to complete a survey to obtain their view of the system’s business and technology value as well as the vendor.
The RFIs and the reference surveys provided quantitative and qualitative data, much of which is included in this report. Vendors had an opportunity to review their profiles for factual accuracy but were not permitted to influence the evaluation. Some of the vendors profiled in this report are Celent clients, and some are not. No preference was given to Celent clients for either inclusion in the report or in the evaluations.
Not all data gathered from the detailed RFI, vendor briefing and demo, and reference surveys/interviews, has been included in each profile. Rather, Celent has attempted to capture key points and values about each vendor at an appropriate level. Unpublished information remains in the Celent knowledge base and is available to Celent’s subscription or consulting clients.
A detailed list of vendors profiled in this report is shown in Table 1.
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Table 1: Vendors Profiled in this Report
FULL PROFILES PRODUCTS
CINCOM SYSTEMS INC. Cincom Eloquence
GMC SOFTWARE Inspire
HYLAND Onbase
ISIS PAPYRUS SOFTWARE Papyrus Platform for Business Communication & Process
KOFAX Kofax Customer Communications Manager (CCM)
OPEN TEXT CORPORATION Open Text Exstream
PITNEY BOWES INC. EngageOne Communication Suite
SMART COMMS LLC SmartComm, SmartCORR for Salesforce, SmartDX and Smart CaaS
XPERTDOC TECHNOLOGIES Xpertdoc Customer Communications Management Platform
LIMITED PROFILES PRODUCTS
DOXEE S.P.A. Doxee Enterprise Communications Platform
GHOSTDRAFT GhostDraft Studio and Cloud
MESSAGEPOINT INC. Messagepoint
ORACLE Oracle Documaker
TOP DOWN SYSTEMS CORPORATION
CLIENT LETTER
TOP DOWN SYSTEMS CORPORATION
INTOUCH
Source: Celent
Key Research Question
2
Who are the main customer communication management system vendors active in insurance?
Cincom Systems Inc., GMC Software, Hyland, ISIS Papyrus Software, Kofax, Open Text Corporation, Pitney Bowes Inc., Smart Comms LLC, Xpertdoc
Technologies, Doxee S.p.A., GhostDraft, Messagepoint Inc., Oracle, and Top Down Systems
Corporation.
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CELENT’S ABCD VENDOR VIEW
Celent’s framework for evaluating vendors is called the Celent ABCD Vendor View. This is a standard representation of a vendor marketplace designed to show at a glance the relative positions of each vendor in four categories: Advanced technology, Breadth of functionality, Customer base, and Depth of client services.
The Celent ABCD Vendor View shows relative positions of each solution evaluated. Each vendor solution is judged relative to the others in the group.
While this is a standard tool that Celent uses across vendor reports in many different areas, each report will define each category slightly differently. For this report, some of the factors used to evaluate each vendor are listed in Table 2.
Table 2: Examples of Factors Used in Policy Administration System ABCD
ABCD CATEGORY FACTOR
ADVANCED TECHNOLOGY (AND FLEXIBLE TECHNOLOGY)
Modernity of platform (modernity of language, consistency of architecture)
Integration methods supported and capabilities
API management (documentation, external system trigger, public APIs integration experience, ability to consumer requests / functions as a service )
SaaS capability (model proven in production with insurers)
Change and test tooling
Upgrade automation approach (availability of scripts and upgrade validation tooling)
Reference rating on ease of integration
BREADTH OF FUNCTIONALITY
Functions and features provided in base offering (level of configuration required to support specific features around documents and communications creation, shipment, management and storage, data access and analytics)
Demonstration evaluation
Reference rating on of features and functions
Reference feedback on training required
CUSTOMER BASE Number of live insurers using the system
Number of regions (NA, EMEA, APAC, LATAM) where the system is implemented
DEPTH OF CUSTOMER SERVICE
Partnership ecosystem (insurance core system partnerships and experience working with third party integration and implementation companies)
Insurance expertise (across continents and lines of businesses)
Size of the support and services teams
Average time to get the system up and running
Licensing and delivery models’ options
Reference rating of vendor’s implementation capabilities
Reference rating of vendor’s post-implementation experiences
Source: Celent
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THE XCELENT AWARDS Within this framework, the top performers in each of the ABCD dimensions receive a corresponding XCelent Award:
• XCelent Technology for the leading Advanced Technology score. • XCelent Functionality for the leading Breadth of Functionality score. • XCelent Customer Base for the leading Customer Base score. • XCelent Service for the Depth of Services score.
XCELENT TECHNOLOGY AND XCELENT FUNCTIONALITY Figure 1 positions each vendor along two dimensions: the vertical axis displaying the relative rankings for Advanced Technology and the horizontal axis showing relative Breadth of Functionality rankings. The XCelent Advanced Technology winner is Smart Communications.
Figure 1: XCelent Technology and XCelent Functionality
Source: Celent
XCELENT CUSTOMER BASE AND XCELENT SERVICE Figure 2 positions each vendor along two dimensions: the vertical axis displaying the relative level of depth of customer service and the horizontal axis displaying the relative customer base.
Figure 2: Customer Base and Depth of Customer Service
Source: Celent
Smart Communications
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Advanced Technology
Smart Communications
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Celent advises insurers to take into account past vendor results, but not to compare the placement of vendors in the charts from prior years because not only is the market changing, but so has our analysis. The criteria used to determine the A, B, C, and D rankings in this report are not identical to the criteria used in previous reports.
We suggest that insurers consider their specific needs and each vendor for what it offers. Although they are very successful in one or more of the criteria, the XCelent Award winners may not be the best match for an insurer’s specific business goals and solution requirements.
Key Research Question
3
Which systems win Celent’s 2017 Customer Communication Management system ABCD Award?
XCelent Technology: Smart Communications
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VENDOR PROFILES
Each profile presents information about the vendor and solution; customer base and reference customer feedback; functionality; technology, implementations; and cost; and some summary comments.
Customer feedback was gathered through the use of an online survey. Each customer feedback section includes a diagram that displays the average ratings given to the vendor in the areas of implementation capabilities, post implementation professional services, satisfaction with features/functionality and ease of integration. Each average rating includes various underlying ratings scored by the customer on a scale of 1 to 5, where 5 is excellent and 1 is very poor. Open-ended comments regarding the system and the vendor are also included.
Table 3: Client Feedback Ratings Included in Diagram Averages
DIAGRAM AVERAGE (QUESTION ASKED) RATINGS INCLUDED IN AVERAGE*
FUNCTIONS AND FEATURES
(HOW WOULD YOU RATE THE FOLLOWING FEATURES AND FUNCTIONS YOU ARE CURRENTLY USING?)
Creation of templates to automate document creation.
Sending documents via traditional communication channels (print, fax, SMS, email).
Sending communication via Web Portal (web message in HTML or PDF).
Integration or sending communication using an insurer's mobile device application (smartphone, tablets, etc.).
Sending communication via social media communication vehicles (Facebook, Twitter, LinkedIn, etc.).
Creation and management of rule-based workflows for documents (e.g., intelligent routing, workflow queues, etc.).
Document/communication tracking and management tool (undelivered, not opened, etc.).
Digital signature support (e-signature).
Creation of documents and forms including smart functions allowing recipients to fill in an return the document in an electronic format to an insurer's back end system for further treatment (e.g., new business submission, medical questionnaire, etc.).
EASE OF INTEGRATION
(WHAT HAS BEEN YOUR EXPERIENCE WITH INTEGRATING THIS DOCUMENT AUTOMATION SYSTEM WITH OTHER SYSTEMS, TOOLS, AND DATA?)
With policy administration system.
With claims system.
With financial system.
With reinsurance system.
With other applications and databases.
IMPLEMENTATION CAPABILITIES (IF YOU ARE FAMILIAR WITH THE ORIGINAL IMPLEMENTATION OF THIS DOCUMENT AUTOMATION SYSTEM AT YOUR COMPANY: HOW WOULD YOU RATE THIS VENDOR IN THE FOLLOWING AREAS?)
Responsiveness (handling of issue resolution).
Project management (estimations, scope creep, etc.).
Implementation completed on time.
Implementation completed on budget.
Overall project success.
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Knowledge of your business.
Document and template conversion process capabilities.
POST-IMPLEMENTATION PROFESSIONAL SERVICES
(AFTER IMPLEMENTATION, HOW WOULD YOU RATE THE VENDOR'S PROFESSIONAL SERVICES STAFF IN THE FOLLOWING AREAS?)
Know their own solution.
Know the insurance business.
Know your insurance company.
Responsiveness.
Reliability.
Cost of services.
Quality of services.
Source: Celent Scale: 1 to 5, where 1 is poor and 5 is excellent. Not applicable or no opinion are not included in average.
The following sections provide the profiles of IT vendors in alphabetical order.
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SMARTCOMMS LLC: SMARTCOMM, SMARTCORR FOR SALESFORCE, SMARTDX, AND SMARTCAAS
COMPANY AND PRODUCT BACKGROUND Smart Communications (SmartComms LLC) is a privately owned software solutions vendor founded in 2001 with headquarters in London, England (UK).
Table 4: Vendor Snapshot
COMPANY INFORMATION
COMPANY SIZE Total corporate employees: over 180
Annual revenue derived from their CCM system: US$50.5 million in 2016
MERGERS AND ACQUISITIONS Smart Communications was an operating business unit of Thunderhead LLC until the acquisition by Accel-KKR in September 2016
PARTNERSHIPS Policy administration system (full package): Guidewire PolicyCenter and ISCS, Trizetto Facets, TIA Claims system: Guidewire ClaimCenter and ISCS, Trizetto Facets Billing system: Guidewire BillingCenter and ISCS, Trizetto Facets Business Process Management or Workflow Component: SC Solution Other: Correspondence as a Service (CaaS)
SOLUTION
SYSTEM NAME SmartCOMM, SmartCORR, SmartDX, and SmartCaaS
LAUNCH DATE 2004 - NOW (legacy on-premise); 2012 - SmartCOMM (multi-tenant SaaS), 2015 – SmartCOMM (addition of hybrid cloud)
LAST MAJOR RELEASE SC16 / March 2017 - Smart Communications SC16 was released
Source: Vendor RFI
SUMMARY Smart Communications is a company that develops and markets customer communication management software solutions, originally part of Thunderhead Group and operating independently since being acquired by Accel-KKR in September 2016.
Out of the four components part of the Smart Communications CCM offering, SmartCOMM can be deployed as a full cloud multi-tenant SaaS communication system or as a hybrid cloud deployment. The solution has already been integrated with major core insurance systems, demonstrating the ability of the vendor to meet today’s insurers’ requirements for flexible and cost-effective communication systems and environment. The main business user interface offers a great experience and allows users to quickly understand most of the features and functions of the system, especially in terms of template and document creation.
Smart Communications is a specialist in CCM not only for financial services firms. With insurance customers all over the globe, Smart Communications has already a strong presence in the insurance vertical, and we expect the vendor to continue on its growth path in the next couple of years.
CUSTOMER BASE The following table lists the customer base of Smart Communications.
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Table 5: Smart Communications Customer Base
NORTH AMERICA
EUROPE MIDDLE EAST AND AFRICA
ASIA- PACIFIC
LATIN AMERICA
INSURANCE CLIENTS USING THE SYSTEM (ON ANY RELEASE/VERSION OF THE SYSTEM)
77 35 10 1
INSURANCE CLIENTS USING THE RELEASE/VERSION OF THE LAST MAJOR CHANGE OR A SUBSEQUENT RELEASE/VERSION
77 35 10 1
NEW INSURANCE CLIENTS SINCE JANUARY 2015 35 6 3 0
COUNTRIES WHERE THE SYSTEM IS IMPLEMENTED
United States, Canada
United Kingdom, France, Spain, Italy, Netherland, Germany, Norway, Denmark, Ireland, Switzerland
Australia, South Africa, Hong Kong
Peru
MARQUEE CLIENTS GLOBALLY
Not disclosed
Source: Vendor RFI
Smart Communications has the following insurance business expertise:
Table 6: Smart Communications Insurance Business Expertise
NORTH AMERICA
EUROPE MIDDLE EAST AND AFRICA
ASIA- PACIFIC
LATIN AMERICA
PRIVATE P&C INSURANCE (HOME, AUTO, ETC.) ■■ ■■ ■■ ■
COMMERCIAL P&C INSURANCE (HOME, AUTO, ETC.)
■■ ■■ ■■ ■
SPECIALTY INSURANCE ■■ ■■ ■ ■
REINSURANCE □ □ □ □
LIFE INSURANCE (INDIVIDUAL AND COLLECTIVE TERM, UNIVERSAL, ETC.)
■■ ■■ ■■ ■
PENSION ■■ ■■ ■■ ■
ANNUITY (INDIVIDUAL AND COLLECTIVE FIXED OR VARIABLE ANNUITY)
■■ ■■ ■■ ■
ACCIDENT INSURANCE ■■ ■■ ■■ ■
DISABILITY ■■ ■■ ■■ ■
HEALTH INSURANCE (INDIVIDUAL AND
■■ ■■ ■■ ■
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COLLECTIVE MEDICAL, LONG TERM CARE, ETC.)
Source: Vendor RFI Key: = mature expertise > 5 clients; = emerging expertise between 1 and 5 clients; = entrant in the service; - = no expertise
CUSTOMER FEEDBACK Four reference clients have provided their feedback about Smart Communications and their CCM system suite. Three of them have been using the system for more than three years, and the other has been using it between one and three years.
The following chart shows the average rating provided by the vendor insurance reference clients for each of the four main domains of our questionnaire.
Figure 3: Vendor Customer Feedback (1=very poor; 5=excellent)
Source: Vendor references
FUNCTIONS AND FEATURES Creating Documents and Communications
Table 7: Document and Communication Creation
FEATURES AVAILABILITY
ABILITY TO CREATE DOCUMENT USING TEMPLATE/STANDARD TEXT SECTIONS, IMAGES, LOGOS, VIDEOS, ETC. ■■
ABILITY TO ADD SPECIFIC SMART IDENTIFICATION ELEMENTS TO A DOCUMENT FOR INSTANCE BAR CODES, ETC. ■■
0
1
2
3
4
5
Functions andfeatures
Ease of integration
Implementationcapabilities
Post-implementationservices
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CREATION OF DOCUMENTS AND FORMS INCLUDING SMART FUNCTIONS ALLOWING RECIPIENTS TO FILL IN AND RETURN THE DOCUMENT IN AN ELECTRONIC FORMAT TO AN INSURER'S BACK END SYSTEM FOR FURTHER TREATMENT (E.G., NEW BUSINESS SUBMISSION, MEDICAL QUESTIONNAIRE, ETC.)
■■
ABILITY TO OFFER SECURED / ENCRYPTED ACCESS TO CONSUMER DATA AND INFORMATION THROUGH IDENTIFICATION FROM AN ELECTRONIC DOCUMENT (ACCESS TO INFORMATION ABOUT PREMIUMS PENDING, ETC.)
■■
DIGITAL SIGNATURE SUPPORT (E-SIGNATURE) □
AD HOC DOCUMENT GENERATION (E.G., CORRESPONDENCE) ■■
BATCH DOCUMENT GENERATION (HIGH VOLUME, LOW DATA COMPLEXITY, E.G., ANNUAL POLICYHOLDER STATEMENTS) ■■
BATCH DOCUMENT GENERATION (HIGH VOLUME, HIGH DATA COMPLEXITY, E.G., POLICY PACKAGES) ■■
AUTOMATE PRINTING AND ASSEMBLY PROCESSES (E.G., JOB CONTROL AND RECONCILIATION TOOLS) □
ABILITY TO PERFORM COMMUNICATIONS THAT LINK SOME BUSINESS COMMUNICATION WITH ADDITIONAL INFORMATION FOR INSTANCE A BILLING STATEMENT THAT INCLUDES TEXT ABOUT A SALES PROMOTION OR DISCOUNT IN PLACE
■■
ABILITY TO PRIORITIZE INFORMATION FLOWS BETWEEN DIFFERENT SYSTEMS FEEDING THE DOCUMENT COMPOSITION ENGINE ■■
Source: Vendor RFI Key: = configurable; = need scripting; = programming required; = available through separate component (ISV); - = Not available
Delivering Documents/Communications
Table 8: Document and Communication Delivery
FEATURES AVAILABILITY
SEND DOCUMENTS VIA WEB MESSAGE CENTER (HTML OR PDF) ■■
SEND DOCUMENTS VIA EMAIL (PDF) ■■
SENDING COMMUNICATION VIA SOCIAL MEDIA COMMUNICATION VEHICLES (FACEBOOK, TWITTER, LINKEDIN, XING, VIADEO, ETC.) ■■
SENDING COMMUNICATION VIA SMS ■■
SENDING COMMUNICATION VIA WEB PORTAL ■■
SHARE DOCUMENTS VIA ROBO ADVISORS, CHAT BOTS, ETC. (INTEGRATION / APIS WITH ROBO ADVISORS OR CHAT BOTS) ■■
INTEGRATION OR SENDING COMMUNICATION USING AN INSURER'S MOBILE DEVICE APPLICATION (SMARTPHONE, TABLETS, ETC.) ■■
CREATION OF MULTIPLE PRINT STREAMS ■■
ABILITY TO PRIORITIZE DIFFERENT DOCUMENTS COMING FROM DIFFERENT PRINT STREAMS (CRM SYSTEM, CLAIMS SYSTEM, ETC.) TO ASSEMBLE IN A SAME SHIPMENT (FOR INSTANCE A CLAIMS STATEMENT WITH AN INSURANCE PRODUCT PROMOTION)
■■
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Source: Vendor RFI Key: = configurable; = need scripting; = programming required; = available through separate component (ISV); - = Not available
Managing Documents/Communications
Table 9: Document and Communication Management and Storage
FEATURES AVAILABILITY
CREATE TEMPLATES TO AUTOMATE DOCUMENT CREATION ■■
STORE DOCUMENTS IN ARCHIVE FOR FUTURE RETRIEVAL □
PROVIDE DOCUMENT COLLABORATION TOOLS (E.G., CHECK IN/CHECK OUT FUNCTIONALITY) ■■
"REVIEW AND RELEASE" FUNCTIONALITY FOR CUSTOMER CORRESPONDENCE DOCUMENTS ■■
CREATE AND MANAGE RULE-BASED WORKFLOWS FOR DOCUMENTS (E.G., INTELLIGENT ROUTING, WORKFLOW QUEUES, ETC.) ■■
MODEL-DRIVEN WORKFLOW CONFIGURATION (FLOW-CHART PARAMETERIZATION) -
ROLE-BASED AND NAME-BASED WORKFLOW SUPPORT ■■
SEARCH/RETRIEVE CAPABILITIES FOR DOCUMENTS IN ARCHIVE □
SEARCH/RETRIEVE CAPABILITIES FOR TEMPLATES IN REPOSITORY □
SCAN CREATED DOCUMENTS TO IMAGE AND APPLY INDEXING VALUES □
SCAN IN AND MANAGE DOCUMENTS RECEIVED FROM OUTSIDE THE ENTERPRISE (NOT CREATED DOCUMENTS) □
ABILITY TO CREATE / CHANGE THE INTERNAL BUSINESS USER INTERFACE TO ALLOW FOR EASY CREATION OF DOCUMENTS SUPPORTING MULTIPLE CHANNELS - PRINT, EMAIL, FAX, WEB, SMS, SOCIAL NETWORKS
■■
UNDELIVERED DOCUMENT/COMMUNICATION TRACKING AND MANAGEMENT TOOL □
Source: Vendor RFI Key: = configurable; = need scripting; = programming required; = available through separate component (ISV); - = Not available
Communication Data and Analytics
Table 10: Document and Communication Data and Analytics
FEATURES AVAILABILITY
DASHBOARD SHOWING INDICATORS AND INFORMATION ABOUT COMMUNICATION AND DOCUMENT LIFECYCLE (TRACKING MEASURES, COMMUNICATION STATUS, CHANNELS USED, RESPONSE RATES, ETC.)
□
COMMUNICATION DELIVERY MODELS / OPTIMIZATION TOOL (SORT AND COLLATE CONTENT TO MINIMIZE COSTS) ■■
ABILITY TO ACCESS AND EXTRACT DATA FROM SOCIAL MEDIA SITES OUT OF THE BOX (FACEBOOK, TWITTER, LINKEDIN, ETC.) ■
ABILITY TO EXTRACT CUSTOMER DATA FROM DIFFERENT DATA SOURCES TO FEED DOCUMENT / COMMUNICATION TEMPLATES (STRUCTURED/UNSTRUCTURED DATA) ■■
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ANALYTIC TOOL ALLOWING FOR IDENTIFICATION OF CUSTOMER BEHAVIOUR DATA HAVING AN INFLUENCE ON DOCUMENT PROPERTIES (FOR INSTANCE COMMUNICATION CHANNEL TO BE PRIORITIZED)
□
PREDICTIVE ANALYTICS TOOL TO OPTIMIZE THE NEXT BEST-ACTION DECISION IN THE FRAME OF MARKETING CAMPAIGNS, AD HOC COMMUNICATIONS, ETC. □
Source: Vendor RFI Legend: = configurable; = need scripting; = programming required; = available through separate component (ISV); - = Not available
TECHNOLOGY An overview of the technology options is provided in the following table.
Table 11: Technology Options
CODE BASE
FEATURES/FUNCTIONS/SCREENS FOR EVERYDAY BUSINESS USERS
Java: 100%
CONFIGURATION AND DEVELOPMENT Java: 100%
USER INTERFACES
INTERNAL BUSINESS USER Web based: Yes
Touch interfaces: No
CONFIGURATION AND DEVELOPMENT Web based: Yes
Touch interfaces: No
INTEGRATION METHODS
PREFERRED OPTIONS RESTful HTTP-style services
ADDITIONAL OPTIONS SOA/Web Services; ACORD Standard XML; Other XML; JSON format
SAAS
AVAILABILITY Preferred option
PERCENTAGE OF CLIENTS USING THE SYSTEM ON A SAAS BASIS
About 40% on SaaS with legacy on-premise customers moving to the SaaS model every quarter. All new customers since June 2015 are SaaS customers.
MULTITENANT ARCHITECTURE Yes
CLOUD PARTNERS Smart Communications manages its own colocated data centers in the US and UK with separation of data. Customers can also choose to leverage AWS and Microsoft Azure for hosting the Smart Communications Appliance.
UPGRADE
AVAILABILITY OF SCRIPTS THAT DO THE MAJORITY OF THE UPGRADE TASK
No; however, this is not applicable as Smart Communications is a multi-tenant SaaS solution, and new releases are managed by the SaaS Operations Team. There is a six-week preview period provided to customers for compatibility testing.
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APPROACH TO COMMUNICATE CHANGES TO THE API AND SERVICES
All new releases are announced via e-mail notifications and bulletins posted to the Smart Communications social “Community” site. APIs, features, services and how-to's are provided in the Smart Communications online Help link (many with video examples).
AVAILABILITY OF TOOLS TO HELP IDENTIFY USE OF DEPRECATED OR OLD SERVICES / APIS TO ASSIST WITH UPGRADES
No, this does not apply to the Smart Communications multi-tenant SaaS solution.
AVAILABILITY OF TEST TOOLING TO ASSIST WITH VALIDATING UPGRADES
Yes
Source: Vendor RFI
IMPLEMENTATION AND PRICING The average time from contract signing to get the system up and running is one to three months. A typical development and installation team comprises six employees. A typical project team is composed of 80% Smart Communications’ employees and 20% insurer employees.
The main cost in the first year comes from: software license, 75%; initial installation and customization, 20%; and training, 5%. In terms of license, revenue, and delivery model, full cloud multi-tenant SaaS and hybrid cloud are available options.
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LEVERAGING CELENT’S EXPERTISE
If you found this report valuable, you might consider engaging with Celent for custom analysis and research. Our collective experience and the knowledge we gained while working on this report can help you streamline the creation, refinement, or execution of your strategies.
SUPPORT FOR FINANCIAL INSTITUTIONS Typical projects we support related to customer communication management include:
Vendor short listing and selection. We perform discovery specific to you and your business to better understand your unique needs. We then create and administer a custom RFI to selected vendors to assist you in making rapid and accurate vendor choices.
Business practice evaluations. We spend time evaluating your business processes, particularly in customer communication. Based on our knowledge of the market, we identify potential process or technology constraints and provide clear insights that will help you implement industry best practices.
IT and business strategy creation. We collect perspectives from your executive team, your front line business and IT staff, and your customers. We then analyze your current position, institutional capabilities, and technology against your goals. If necessary, we help you reformulate your technology and business plans to address short-term and long-term needs.
SUPPORT FOR VENDORS We provide services that help you refine your product and service offerings. Examples include:
Product and service strategy evaluation. We help you assess your market position in terms of functionality, technology, and services. Our strategy workshops will help you target the right customers and map your offerings to their needs.
Market messaging and collateral review. Based on our extensive experience with your potential clients, we assess your marketing and sales materials — including your website and any collateral.
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RELATED CELENT RESEARCH
Applying Conversational Commerce to Insurance: Aligning IT to the Machine World May 2017
Meeting European Consumer Digital Expectations: Considerations for Insurers February 2017
Customer Communication Management in the Cloud: Perspectives in Financial Services March 2016
The New Age of Customer Communication in Insurance: A Business Case for Legacy Modernization August 2015
Document Automation for Insurers: 2014 ABCD Vendor View June 2014
Copyright Notice
Prepared by
Celent, a division of Oliver Wyman, Inc.
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AMERICAS EUROPE ASIA
USA
200 Clarendon Street, 12th Floor Boston, MA 02116
Tel.: +1.617.262.3120 Fax: +1.617.262.3121
France
28, avenue Victor Hugo Paris Cedex 16 75783
Tel.: +33.1.73.04.46.20 Fax: +33.1.45.02.30.01
Japan
The Imperial Hotel Tower, 13th Floor 1-1-1 Uchisaiwai-cho Chiyoda-ku, Tokyo 100-0011
Tel: +81.3.3500.3023 Fax: +81.3.3500.3059
USA
1166 Avenue of the Americas New York, NY 10036
Tel.: +1.212.541.8100 Fax: +1.212.541.8957
United Kingdom
55 Baker Street London W1U 8EW
Tel.: +44.20.7333.8333 Fax: +44.20.7333.8334
China
Beijing Kerry Centre South Tower, 15th Floor 1 Guanghua Road Chaoyang, Beijing 100022
Tel: +86.10.8520.0350 Fax: +86.10.8520.0349
USA
Four Embarcadero Center, Suite 1100 San Francisco, CA 94111
Tel.: +1.415.743.7900 Fax: +1.415.743.7950
Italy
Galleria San Babila 4B Milan 20122
Tel.: +39.02.305.771 Fax: +39.02.303.040.44
Singapore
8 Marina View #09-07 Asia Square Tower 1 Singapore 018960
Tel.: +65.9168.3998 Fax: +65.6327.5406
Brazil
Av. Doutor Chucri Zaidan, 920 – 4º andar Market Place Tower I São Paulo SP 04578-903
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Canada
1981 McGill College Avenue Montréal, Québec H3A 3T5
Tel.: +1.514.499.0461
Spain
Paseo de la Castellana 216 Pl. 13 Madrid 28046
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Switzerland
Tessinerplatz 5 Zurich 8027
Tel.: +41.44.5533.333
South Korea
Youngpoong Building, 22nd Floor 33 Seorin-dong, Jongno-gu Seoul 110-752 Tel.: +82.10.3019.1417 Fax: +82.2.399.5534
