Case Study: Leading Specialty Insurance Group achieves centralized, omnichannel customer communications with Newgen Software

CCM Platform helps leading Specialty Insurance Group improve User Experience with Multi-lingual communication

A leading specialty insurance group with more than 40 years’ experience and operations across 150+ countries needed to modernize and centralize customer communications for policy issuance, renewals and underwriting. The firm struggled with legacy applications, decentralized and manual template development, multilingual variations, no audit trail, and time‑consuming manual emailing and archiving that slowed document generation and delivery to brokers and customers.

Newgen’s OmniOMS omnichannel platform delivered a centralized, drag‑and‑drop composition designer, robust template management and seamless integration with core systems to enable real‑time, multi‑channel, multilingual document generation and automated delivery/archival. The solution converted thousands of static templates into 300 dynamic and 1,000 simple templates, supported 250,000+ communications per year, reduced template changes by 30–40%, ensured 100% auto‑archival, lowered legacy maintenance costs, and improved compliance and customer service.