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Pacific Life Selects GMC Software Technology for Managing Customer Retirement Communications

June 18, 2015

It should almost go without saying that an informed customer is a satisfied customer.  Let’s face it; none of us likes surprises, particularly when it comes to anything doing with our financial status and interactions.  This is one of the reasons why insurers across all of their lines of business are looking to improve their customer satisfaction by enhancing business processes and customer interactions capabilities to keep customers informed. 

One Fortune 500 company and full service insurer, Newport Beach, California-based Pacific Life, decided their customer interactions needed a facelift. The company’s Retirement Solutions Division turned to Boston-based GMC Software Technology’s GMC Inspire single platform software to help deliver a more consistent customer communications workflow. The company selected GMC Inspire to streamline and standardize the internal production processes that support a host of customer documents, including statements, confirmations of transactions and client correspondence.

“We are committed to providing our clients with products and solutions that will help them effectively manage their investments. The way we design and deliver our client communications is a major part of that goal”

As the announcement of the deployment of GMC Inspire at Pacific Life notes, the key in the decision was GMC Inspire’s ability to process an unlimited number of input files. As GMC highlights, GMC Inspire collects client data from multiple systems and generates personalized, relevant communications on the fly, while ensuring consistent branding and automated approval processes. In addition, GMC Inspire can dynamically import images, graphs and charts into the communications, and is enabling Pacific Life the capability to significantly reduce the number of templates needed for its correspondence.

“We are committed to providing our clients with products and solutions that will help them effectively manage their investments. The way we design and deliver our client communications is a major part of that goal,” said Brian Pead, assistant vice president, Annuities Applications, of Pacific Life’s Retirement Solutions Division. “GMC Inspire offered us the best long-term fit from a technology perspective to support this objective, as well as having the flexibility to scale to meet any future requirements our clients may have.”

“We are confident that GMC Inspire will provide Pacific Life with the advanced capabilities needed to make its customer communications processes more efficient,” said Clay McNaught, vice president, enterprise for GMC Software Technology, North America. “We are proud that GMC Inspire can deliver on Pacific Life’s commitment to successfully meet the communication needs of its clients.”

We hear the term “actionable insights” and “business intelligence” used in regards to companies leveraging big data and sophisticated analytics to improve operational effectiveness. However, actionable insights and personal intelligence are what we as customers require, when we want it and in a format that is useful.  It is what keeps us from investigating alternatives, and is why the proper presentation and communications of things that matter to us are emerging as major differentiated value. In fact, in the hotly competitive insurance industry, business process automation with the goal of improving the customer experience is an area that is growing in importance for precisely these reasons. 




Edited by Dominick Sorrentino

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