Life Insurer to Improve the Policyholder Experience With Cincom Eloquence
MTL Insurance Company® (MTL), a premier provider of whole, term, and universal life insurance and annuities to individuals, families and businesses and a member of the Mutual Trust Financial Group , and Cincom Systems, a worldwide software provider, announced today that MTL has successfully deployed Cincom Eloquence® as its enterprise customer communications system. MTL elected to implement Cincom Eloquence using a phased approach with the initial deployment supporting interactive document communications for its customer service processes. Expansion to include batch production of correspondence and policies is currently underway, with full deployment expected later this year.
“After an extensive evaluation of several vendor solutions, we selected Cincom Eloquence as our single solution for interactive, real-time document generation as well as batch production applications,” says Kathleen Biwer, FLMI, Director, Internal Projects, at MTL. “Cincom’s long history of helping insurers convert from legacy systems quickly and effectively as well as their US-based professional services and support teams were key factors in our decision to implement Cincom Eloquence.”
MTL sought a single, modern communications application to replace its legacy system and gain the functionality and flexibility to support end-to-end communications for all its applications and lines of business. Seamless integration with MTL’s administration system streamlines interactive document generation by auto-populating workflows with data and then merging it with user-entered information. Additional improvements and cost savings will be achieved in the automation of policies by harnessing transactional data to automatically trigger batch production of customized policies. Once generated, document communications can be placed into a review and approval workflow, delivered electronically, printed locally or centrally, and archived in MTL’s OnBase (Hyland Software) content management system.
“Streamlining our document communication processes is a critical element in improving the overall customer experience for our policyholders,” explains Geri Gaughan, JD, Senior Vice President, General Counsel and Secretary at MTL. “We currently invest considerable resources and time developing, testing and generating document communications. With Cincom Eloquence, we foresee improving time-to-market by as much as 50%, which represents real savings that we can pass back to our policyholders.”