Output management is communication
well thought through

Output management is communication well thought through

The digitalization of our daily lives is changing communication in particular. Communication is becoming faster, shorter, and more direct, and is seeking out new channels and forms. Over the next decade, insurers still have to use all channels - letter, fax, e-mail and chat. They need a website as well as the printed brochures for the local broker, online forms along with the paper version. But despite all the new forms of media and channels, language remains crucial in dialog with customers.

Companies that ignore these developments in language and channels risk their long-term economic success.

For insurers, three key strategic questions arise:

What is my customer’s preferred means of communication today - and tomorrow?
What preferences do my customers have when it comes to communication?
How do I efficiently ensure target group-oriented communication across all channels?

Together with you, we answer these questions. With over 20 years of experience, more than 100 specialists and a close-knit partner network, msg is the leading IT service provider in the field of output management. We support you throughout the entire process chain with our industry and technical expertise.

Do you have any questions?

Erwin Gorny msg

Erwin Gorny
Division Manager of Solution Consulting

+49 171 307 1154
erwin.gorny@msg.group

Different customers - different requirements

Gerhard Beck (76) – Pensioner from Tübingen

Has a laptop and a smart phone. “My son picked them,” he says. At least he can write e-mails and make phone calls with them. Most of the time, anyway. But his favorite reading remains the book - next to the daily newspaper. He saw his insurance broker grow up - a friend of his son. The broker also helps him with incomprehensible letters. He doesn't care if they come by e-mail in the future. After all, they can be printed out.

Luka Schnoor (22) – Student from Kiel

Lives, buys and communicates online. Ever since she can remember. She takes notes in lectures on a laptop and has little time for books. The last time she went into a bank she was ten years old - for the "kid’s savings account". She’s at a loss when it comes to letter mail - there’s no filing tray. So, the letters from her health insurance company are regularly lost at her place. She's fine with messengers and chatbots, but wary of the idea of having to meet or talk to a broker on the phone.

Ulrike Herbst (51) – Businesswoman from Stendal

Desktop computer in the office, laptop at home. For online shopping, for train tickets. She hasn’t got a home office, but the private filing tray works just fine. Even though it eats up space. She likes to receive mail in the mailbox at the front door. Probably out of force of habit. With e-mails, on the other hand, she sometimes loses track. “Maybe I need a better system,” she says.

Tobias Meier (35) – Engineer from Nuremberg

Fascinated by technology. Not just by large machines, but also by state-of-the-art smartphones. He’s on board with every trend - it goes without saying. Netflix has long since replaced linear TV for him. He’s taken out car and liability insurance online, but all other policies in the "classic” way. Regular insurance mail piles up on his desk - read, but never sorted. “I’ll get round to it someday,” is the excuse. He’d prefer e-mails. Or a message on “Signal”.

What requirements does a modern output management solution meet?

Recipient-oriented
wording

Simple and intuitive letter writing for the clerk

Reaching customers on the right channel

A high degree of automation

Standardized interfaces and modular architectures on flexible platforms

Simple text maintenance for and by the specialist departments

And what does the future of communication look like for insurers?

The future is hybrid. At least for the next decade. Digital and paper-based communication exist in parallel. However, the answer to the question of the future of output management is not just a technical one. The tasks for insurers are broader:

Holistic communication:

Communication should be viewed holistically and as a continuous cycle of interaction between customers and the company. Every communication from the insurer impacts overall satisfaction and customer experience.

Customized communication strategy:

Communication without barriers:

Competitive response times:

Modular output components:

Use the potential for your digitalization and communication strategy

High standard in communication

Address your customers in a targeted and consistent manner –
regardless of the number of your systems and possible transformation phases.

Cost reduction

Cost transparency in the industry is currently low.
Designing your systems to meet demand creates clarity and enormous savings potential.

Automation and AI

Automation and AI are essential factors for low costs, customer-friendly service and high quality.
To date, these methods have been little used in the industry.

Output management is communication
well thought through