Case Study: Penn National Enhances Multichannel Billing Experience

PENN NATIONAL ENHANCES MULTICHANNEL BILLING WITH CEDAR

THE CLIENT: pcprint2

Penn National Insurance is a property-casualty mutual insurance company, headquartered in Harrisburg, Pennsylvania. Initially providing only workers' compensation insurance for farm workers who operated steam-driven threshing machines, the company expanded into all lines of property-casualty insurance, and now does business in ten states.

THE SITUATION:

The project was designed to enhance the multi-channel billing communication and service experience for customers, agents, and internal stakeholders and to improve customer satisfaction and organization efficiency. This project involved the implementation of a new billing system and a cloud-based customer communications management/strategic document outsourcing (CCM/SDO) solution to streamline multi-channel communication fulfillment and increase business control of content while enabling greater personalization and usability of all communications.

The project was a phased implementation. Penn National dictated the timeline, and CEDAR was responsive to their needs while providing leadership and best practices throughout all phases. Penn National considers CEDAR to be a long-term business partner and will turn to them in the future to provide additional capabilities impacting all policy-related communications.

THE SOLUTION:

CEDAR CX Technologies' cloud-based AGILE CX platform (a CCM/SDO solution) and Guidewire BillingCenter® were the primary technologies used. CEDAR supplied managed service provider design and creative and best practice consultative services to redesign the invoice and improve the overall communication experience.

THE RESULTS:

Measures of success with the Penn National project included:

Improved agent and customer satisfaction by redesigning invoices to improve usability and personalization
Expanded delivery and self-service options and a framework for increasing digital adoption was implemented
Increased automation throughout billing life cycle, improving organizational efficiency
Improved business user control over content management, increasing agility and reducing burden on IT for change management

ABOUT CEDAR:

CEDAR CX Technologies is a leading provider of hosted managed services for Customer Experience (CX). Through a fully hosted, single-point solution, we enable our Clients to outsource the complexity of deploying an integrated Customer Experience (CX) solution. We provide our Clients’ business units the ability to manage the content, rules, and workflows required to make them more agile and responsive. Finally, we help our Clients effectively listen and rapidly respond to their customers at every touchpoint in the customer journey. www.cedarcx.com