Leading electronic signature provider Silanis Technology announced today the integration of its e-signature signing service e-SignLive™ with GMC Software Technology’s GMC Inspire, an award winning customer communication management (CCM) platform, to deliver personalized digital communications to customers across channels. With an enterprise platform for CCM and e-signatures, insurance carriers and agents can complete transactions like contracts, invoices, policies, statements and welcome kits – any situation where a signature is required – quickly and easily, in any channel, while ensuring compliance with regulatory or company policy requirements.
The future of business is digital and the adoption of mobile technology is driving change. The challenge for organizations is the ability to create and deliver a consistent, compliant experience across content, communication channels and devices. In fact, Forrester Research states that by the end of the decade, the current 20 percent digital distribution for communications of record will move to 50 percent – nearly twice today’s adoption[i]. With increasing demand from customers to complete transactions anywhere, anytime, organizations are in need of solutions that provide a unified customer experience across all channels.
Through this tightly integrated platform, GMC and Silanis provide a best-of-breed, omni-channel experience for the customer. “CCM and e-signatures solutions deliver the goal of reducing risk and Not-in-Good-Order rates by ensuring the process remains electronic, introducing controlled workflows and meeting compliance requirements,” says GMC Software Technology’s Scott Draeger, M-EDP, Vice President of Product Management. “However, the additional legal protection and document security that e-SignLive brings to the entire transaction, creating a safe and convenient method for conducting business across the myriad of customer channels and devices, was key in the selection process.”
“The digital era requires a shift in how even the most regulated industries like insurance engage and interact with customers,” said Tommy Petrogiannis, CEO and co-founder of Silanis Technology. “But convenience cannot compromise compliance. This partnership creates an enterprise platform that ensures the terms and conditions, documents and signing process remain electronic and compliant, but also tailored to a customer’s needs and channel preferences.”
How it Works
Through workflow rules, document templates and customer data are pulled from internal systems like a CRM to generate personalized content into a document that is compliant, flexible and controlled. For example, in P&C insurance or retirement financial products, a CCM with integrated e-signatures can be used to complete and e-sign a new business application. The electronic application gathers additional data then creates the document with the relevant terms and conditions included, and prepares the document for e-signing with e-SignLive. The document is presented online, any required data is entered by the customer, and the customer e-signs. From there, the CCM will automatically create a Welcome Kit that explains the best way to use the service, provides helpful tips and gives a positive post-sale experience required to get positive referrals.
A consistent omni-channel experience becomes especially relevant when more and more customers choose to start a transaction online from a mobile device, but complete it through a different channel such as a call center, retail location or face to face with an agent.
The solution allows carriers or agents to rapidly go live with fully digital customer communications.