Pitney Bowes Group 1 Software

ANICO Elevates Client Communication and Streamlines Processes

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American National Insurance Company (ANICO), based in Galveston, Texas, is one of the nation’s largest life insurance companies, with five million policyholders, presence in all 50 states, and assets close to $18 billion. With this type of pedigree, it is not surprising that the health insurance group of ANICO produces in excess of 2,000 letters every day. This immense production involves over 200 users — from contact center agents to administrative personnel — in the document creation of almost 1,200 different types of letters.

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The Challenge

Keys to Success

ANICO faced four key customer communication management challenges:

  • Create more effective and consistent communications
  • Streamline the document creation process
  • Integrate with business process workflow and back-office systems
  • Replace aging document management and correspondence creation systems

Out With the Old

ANICO’s existing reliable and stable document creation platform was quickly becoming obsolete. Users could not view finished documents online, and there was no quality control capability to allow managers to review outbound correspondence.

In With the New

ANICO sought advanced functionality to support both batch and interactive processing, extend document creation capabilities to remote users, and integrate with customer relationship management and archiving technologies.

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The Solution

Flexibility and Functionality

DOC1 Interactive gives ANICO design flexibility, template creation, and access control functionality through its Designer Workbench. DOC1 is platform independent and compatible with various mainframes, environments, and applications.

Send and Receive

DOC1 Interactive accepts data streams from multiple sources and automatically channels documents to a variety of media types, including printers, the Web, fax, email, and ANICO’s archiving systems and repositories.

The Simpler the Better

DOC1 Interactive’s enabling technology allows ANICO to simplify and streamline its document creating business processes.

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The Benefit

Less is More

Using DOC1, ANICO’s developers created new templates that consolidated the number of correspondence types by 42 percent — from 1,200 to 700.

Better Communications

DOC1’s advanced functionality has significantly improved ANICO’s customer communications, through:

  • Uniformity and consistency of outbound documents
  • Increased document accuracy due to reduced manual data entry
  • Greater personalization with real-time user document creation
  • Higher quality assurance — documents are reviewed by management prior to being sent to customers

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