Case Study: Pacific Life achieves streamlined correspondence, reduced print and mail costs, and improved customer experience with Quadient Inspire (Quadient)

Quadient Inspire Enhances Correspondence Workflows for Pacific Life

Pacific Life, a long-standing life insurer, needed to replace an inflexible mainframe-based customer communications management approach with a single, modern platform to better manage on-demand correspondence, improve branding and compliance, and enable e-delivery. After an RFP and proof-of-concept, Pacific Life selected Quadient’s Quadient Inspire to consolidate templates and modernize its correspondence workflows.

Quadient implemented Quadient Inspire’s Interactive, Automation and Designer components to automate letter generation, enforce version control and approvals, and enable multichannel output. The solution removed manual CSR handling, consolidated templates by two-thirds, and today processes a few hundred on-demand letters per day—saving about five minutes per transaction (roughly 16 man-hours daily)—while improving brand consistency, enabling e-delivery and reducing expected print and mail costs.

Pacific Life

Randi Gordon

Director, Customer Communications Management