How to Build an Adaptive Enterprise Document Automation Strategy

Insurers are awash in content and documents--from marketing materials through regulatory filings--and are drowning in systems to manage that content. Analysts estimate that the average insurer has between five and eight document automation solutions, sometimes running multiple systems within each business unit. This decentralized and sometimes ad hoc approach presents insurers with some very challenging document automation and content management predicaments:

  • How to deliver personalized content to customers and prospects, agents, and regulators where and when they want it?
  • How to optimize content reuse and ensure the consistency and accuracy of core content delivered regardless of channel, while still balancing the need for personalization?
  • How to efficiently manage, from an enterprise level, the creation and distribution of this content?

To address these questions, insurers must look at creating a cohesive, enterprise-wide strategy toward managing customer and channel communications, built upon an adaptive document automation and content management platform to support the strategy's execution today and as requirements expand and change in the future.But where do you start to build an enterprise-wide strategy?

My colleague, Oracle Documaker Product Strategy Director James Mullarney, offers one approach, outlining the importance of "adaptive systems" to an enterprise-wide strategy and breaking down the process into the four following steps:

  • Step 1: Create a communication type/channel matrix to provide a visual representation of all communication types within the enterprise and how they map to channels utilized.
  • Step 2: Look at the major categories of document automation and map them to the formats (e.g., structured, interactive, on-demand) that your enterprise requires.
  • Step 3: Map out a framework each division can use to develop detailed communication plans to suit its particular product/channel/customer needs, leveraging enterprise standards and compliance requirements.
  • Step 4: Look at the entire set of drivers that determine an enterprise document automation strategy.

Want to learn more? Click here to download the Oracle Insurance strategy brief "Building an Adaptive Enterprise Document Automation Strategy."

Helen Pitts is senior product marketing manager for Oracle Insurance.

Comments:

Many thanks for sharing this first-class article. Very interesting ideas! (as always, btw)

Posted by wizard 101 on August 18, 2010 at 02:33 PM EDT #

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