Case Study: Leading US Health Insurance Provider achieves streamlined communications and $48M print-cost savings with Smart Communications

Leading US health insurance provider streamlines communication management

Leading US Health Insurance Provider struggled to scale member communications while relying on a legacy letter-writer server and basic claims correspondence tools, resulting in heavy manual work and $48 million spent on printed materials. To modernize outreach and improve member experience, the customer engaged Smart Communications and its cloud-based communications platform.

Smart Communications migrated the provider to its cloud technology, cutting template development from months to days, shrinking emergency message turnaround from days or weeks to a few hours, and reducing manual processes. The change enabled the insurer to shift away from reliance on $48 million in print and produce more than 2.6 million interactive communications each quarter, improving operational efficiency and member engagement.