Grange Insurance Deploys HP Exstream to Transform its Customer Communications

Saving time and increasing productivity

Grange Insurance decided to use HP Exstream to improve consistency, reduce the number of templates and increase user productivity. It piloted the new system in the Medical Payments and Subrogation units where, in the space of two months, it reduced the number of letters from several hundred down to just 29. By applying pre-defined rules and workflows, HP Exstream can automatically generate the correct logo and branding, approved content and fraud language for each letter, making the process much faster.

“We actually timed the process of creating a letter under the old system and it took around 11 minutes. The user had to research content, find the right branding and so forth. HP now does that automatically and the process is 85 percent faster taking only 1 minute 40 seconds,” says Hellard. “When you consider that these two units generate 13,000 letters per year, this is a significant time saving. As we roll out it across the remaining eight business units, that saving will only increase.”

For many claims representatives, the new system has freed up several hours in the day, allowing them to focus on more strategic business objectives. “One member of staff found herself with half her day freed up thanks to HP Exstream,” adds Rickard. “This means she now has time to engage in the business at a higher level and shift her efforts to other business priorities.”

The introduction of HP Exstream also allows Grange Insurance to accurately track and report on the number of letters dispatched, to who and where they are sent, and on what subject, something that was previously impossible. This now enables the business to monitor abandonment rates on letters, identify and resolve where problems are arising in the workflows as well as track and help manage costs.

Looking to the future

Grange Insurance plans to convert the rest of its batch print processing to HP Exstream over the next few years. Additionally, the company will roll out the HP Exstream interactive capabilities to support the remaining eight claim units, as well as expand HP Exstream to offer multichannel communications to its customers giving them the freedom to receive policy and claims information by email, text or other electronic channels.

“HP Exstream will continue to be critical in managing our customer communications,” concludes Hellard. “It is saving us huge amounts of time, while also ensuring consistency in tone, branding and content. We’re delighted with how this solution has helped transform our business and how it has transformed our communication with customers.”