CCM for Insurance: Consistent Communication Across All Touchpoints

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The goal of insurance digital marketing is to create for the target audience (or rather, for the different, increasingly profiled targets) a simple and fluid path, articulated on multiple online channels, along which it is possible to easily retrieve all the useful information to proceed, through subsequent conversions, up to the subscription or renewal latvia whatsapp resource of the policy. Every moment of communication between a company and its customers becomes in this sense an important and unique relationship opportunity. Customer Communications Management is the model that is most able to enhance this trend.

CCM can be defined, in Gartner's words, as the strategy with which it is possible to :

improve the creation, delivery, storage and retrieval of outbound communications ;
deliver renewal notifications , correspondence and claims-related documentation in a timely manner ;
deliver transactional documents such as invoices and payments through dedicated channels .
In a CCM for insurance all these interactions take place in a centralized manner, through the production of paginated documents and conveyed through various means of communication (email, SMS, web pages, personalized videos).

This ensures that customer communication is relevant and clear regardless of the channel or delivery mechanism and that it remains consistent across all touchpoints , in full compliance with the right timing . In the case of the insurance-customer relationship, time is an extremely delicate issue: a communication sent shortly before a renewal, perhaps enriched with personal data on the kilometers traveled or reporting the calculation of the next installment, is inserted at a decisive moment for both the company and the insured.