End-To-End Document Solution Supports Multichannel Customer Communications

In this case study, TRYG, the second largest insurer in the Nordic region, shares insight on the success it's experienced by taking end-to-end control of content to create personalized, customer-friendly business documents.

TRYG has roughly 4,300 employees and services more than 2.7 million private customers and more than 140,000 businesses in the Nordic region. The company's insurance products cover workers' compensation, vehicles, building, contents, cargo, houses, personal accident and health care, offered through its own sales and service channels as well as through business partners.

During 2010-2012 TRYG has been moving from a paper-based document standard to an electronic document standard for its outbound communications. Further, the company wants to simplify the content in all documents, making it easier for customers to read and understand:

• Separate content, design and distribution
• Business side has responsibility for the content
• Enable different designs containing the same content

To accomplish these priorities, TRYG decided to create a new communication platform for its customers. TRYG also needed a multichannel approach to meet customers' increasing demands for electronic communication on any desired platform or mobile device. Furthermore, customer service standards demanded that content be customized, understandable and more reader-friendly, with a recognizable and clear structure to quickly identify a TRYG document and locate proper information.

While the primary goal was to reduce print to obtain cost savings, TRYG also wanted to send "better documents" to customers, containing shorter text, less legal language, more graphics and full-color design elements. Access this content to read this case study in its entirety.