Mutual Benefit Group selects SPLICE to enhance customer experience


SPLICE Software, a customer engagement company specialising in automated communication workflows and opt-in management, has partnered with insurance carrier Mutual Benefit Group (MBG) to enhance the customer experience during the claims process.

The partnership saw MBG integrate SPLICE’s automated text messaging solution into its claims platform communication workflow, allowing for personalised messages to be sent to policyholders at 13 touchpoints throughout the claims process.

SPLICE’s automated solution, integrated with the Duck Creek OnDemand claims platform, enables MBG to collect and manage customer consent for automated messaging and send personalised text messages to those who opt-in or who are opted-in.

The solution also provides MBG with an easy way to respect customer communication preferences and simplify compliance with consumer privacy regulations across jurisdictions.

After the success of the first program, MBG integrated SPLICE’s Thrive™ survey and Net Promoter Score (NPS) application, which allows policyholders to provide feedback on the claims process and their experience with MBG. The applications empower MBG to create their own tags and report on them in real time, enabling the company to drill down on the most important metrics in a single click.

Shannon Davis, assistant vice president, claims, MBG, said, “We are very excited to be able to offer this communication channel option to our customers and further enhance the MBG Experience.

Tara Kelly, CEO of SPLICE Software, added, “Within the last two years nearly everyone has made adjustments to their policyholder experience, so adding a more comprehensive approach to NPS just makes sense.”

Last year, Duck Creek Technologies, an intelligent solutions provider to the property & casualty (P&C) insurance market, was selected by Mutual Benefit Group to enhance its group claims workflow. The company selected Duck Creek’s automated text integration with SPLICE Software.

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