Smart Communications powers Mountain West’s leap to cloud customer experience


Mountain West Farm Bureau and its subsidiary 360 Insurance Company have joined forces with Smart Communications.

This strategic partnership hinges on Mountain West’s migration to Smart Communications’ cloud solutions, a move poised to revolutionise their customer communication management (CCM) system.

The collaboration was born out of Mountain West’s dedication to continual innovation. The company sought to embrace top-tier cloud technologies that would seamlessly integrate with Guidewire Cloud. Their choice? Smart Communications’ Conversation Cloud platform, a robust system designed to orchestrate and manage omnichannel, personalised customer interactions throughout the entire lifecycle of client relations.

Delving deeper into the participants’ backgrounds, Mountain West Farm Bureau is an insurance powerhouse offering extensive policies and coverage, while 360 Insurance Company functions as its subsidiary, backing it with substantial financial solutions. On the other side, Smart Communications stands as a technological frontrunner, specializing in enhancing business-customer dialogues via its advanced cloud-based platforms.

This partnership isn’t just about technological advancement. It’s a financial game-changer for Mountain West, translating to more than $3m in annual savings. These savings stem from condensing policy administration tools, diminishing dependence on IT, and curtailing processing and mailing expenditures. Moreover, the collaboration enabled the creation of automated workflows and the revamp of 1,758 document templates, thereby facilitating high-quality interactions throughout policy and claim lifecycles.

What makes this venture exciting is its commitment to not just operational efficiency but also customer satisfaction. Mountain West can now dispatch customised messages through print, email, or SMS, based on the customer’s preference, ensuring a more engaged, responsive, and satisfied clientele.

In the heart of this transition lies the impact on the customer experience. Mountain West Farm Bureau and 360 Insurance Company CIO Tim Hays highlighted, “In addition to the operational efficiencies gained through platform unification and standardisation, this technology enables us to provide an exceptional customer experience with smart personalised conversations, which helps to build trust with our policyholders.”

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