Case Study: Leading Insurance Giant achieves streamlined customer communications and 25% higher retention with FCI CCM

Leading Insurance Giant streamlines its Communication Efforts with a CCM Software

Leading Insurance Giant, a global insurer with over 350 locations, 40,000 consultants and more than 2 million customers, needed to streamline and personalize outbound communications while reducing departmental silos, IT dependence, and operational costs. To address challenges like engaging customers across policy notices and claims, improving access to central policy documents, and creating cross-sell/up-sell opportunities, they engaged FCI CCM and adopted its Customer Communication Management (CCM) suite.

FCI CCM replaced the insurer’s legacy platform with an agile CCM solution delivering dynamic, interactive documents and a unified communications framework that kept customer data current and generated actionable insights for marketing and policy design. The implementation produced digital onboarding, reduced inbound call volumes and print/mail costs, improved one-to-one engagement and compliance, and achieved measurable impact: 2M–10M customer communications per month, a 25% improvement in customer retention and 50% faster time-to-market.