Insurance Skip to main contentSkip to toolbar About WordPress Enterprise Times 88 updates available 1313 Comments in moderation New SEOGood SEO score Theme support WP Rocket Hi, Steve BrooksAvatar photo Log Out Screen OptionsHelp Add a New Post WP Rocket: One or more plugins have been enabled or disabled, clear the cache if they affect the front end of your site. Clear cache Dismiss this notice Add title SPLICE Software enhances claims experience at MBG Permalink:…xperience-at-mbg/ ‎Edit Add Media Add Contact FormVisualText Paragraph Formats P Word count: 489 Draft saved at 07:06:27. Move upMove downToggle panel: Apple News Sections Metadata Maturity Rating Slug Pull quote Cover Image This post will be automatically sent to Apple News on publish. 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Move upMove downToggle panel: Search Exclude Exclude from Search Results Move upMove downToggle panel: Yoast SEO Premium SEO Readability Schema Social News Focus keyphraseHelp on choosing the perfect focus keyphrase(Opens in a new browser tab) SPLICE Software Get related keyphrases(Opens in a new browser window) Google preview Preview as: Mobile resultDesktop result URL preview: Enterprise Times› splice-software-enhances-claims-experience-at-mbg SEO title preview: SPLICE Software enhances claims experience at MBG - Meta description preview: May 4, 2023 - SPLICE Software helps MBP enhance and measure customer experience and engagement through automated text messaging and survey applications SEO title Insert variable Title Page Separator Slug splice-software-enhances-claims-experience-at-mbg Meta description Insert variable SPLICE Software helps MBP enhance and measure customer experience and engagement through automated text messaging and survey applications Premium SEO analysisGood SPLICE Software Add related keyphrase Track SEO performance Internal linking suggestions Cornerstone content Advanced Insights Move upMove downToggle panel: Post Settings Move upMove downToggle panel: Podcast Episode Details Move upMove downToggle panel: Twitter Twitter This is the content that you would like auto-tweeted when you publish a News in Brief post. 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ATTACHMENT DISPLAY SETTINGS Alignment Right Link To Custom URL URL http:// Size Medium – 300 × 169 Selected media actions 1 item selected Clear Insert into post Mutual Benefit Group (MBG) has a focus on improving customer service. The leading insurance provider for automobiles, homes, and businesses. One area that it felt needed improvement was its claims processes. It uses the Duck Creek OnDemand claims platform, which manages the operational processes efficiently and was not looking to change, but rather enhance the customer experience. It looked at the extensive list of solution partners available to Duck Creek OnDemand users and decided to investigate SPLICE software and its automated communication platform.

MBG has several objectives from the implementation of SPLICE Software:

  • Enhance the customer experience with personalized text messaging at the thirteen touch points of the claims process
  • Help employees utilize time spend more efficiently
  • Lead more strategic communication programs by boosting customer engagement throughout the claims process

The project

The first element of the project was to use SPLICE to collect and manage customer consent to use the automated messaging solution. This enables MBG to give customers the choice of opt-in. Once the opt-in was given, integration to the claim’s platform enables MBG to send personalised messages automatically at the different points of the claims process, freeing up time for employees and keeping customers informed. This would have also reduced the inbound enquiries from customers eager to learn about progress, though MBP did not reveal how much.

Having completed the project, MBG decided to extend the usage of SPLICE with a second program that included a customer survey and collected NPS data using an application within SPLICE Software. MBG now informs customers of progress through the claims process and can collect feedback about the customer experience to further improve it. This has already proven useful. After some negative feedback, MBG was able to improve the process, something that it would have been completely unaware of in the past and led to a reduction in customer satisfaction and possibly customers.

Shannon Davis, AVP Claims, MBG, commented, “SPLICE is responsive, energetic, professional; making these 2 projects fun and successful! They are very knowledgeable and kept me informed throughout the process. There were no surprises in either implementation, and that is invaluable.”

Enterprise Times: What does this mean

While neither the press release nor the case study reveals many quantitative benefits from the implementation, an NPS Score of 84 indicates that the focus on customer experience has paid off for MBG. Perhaps surprisingly, only 18% of customers opted into the service. What isn’t clear is whether MBG is also using the email component of SPLICE to communicate with customers as well.

Tara Kelly, CEO of SPLICE Software
Tara Kelly, CEO of SPLICE Software

Tara Kelly, CEO of SPLICE Software, commented, “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.”

MBP has benefited from the rich ecosystem that Duck Creek provides and with SPLICE Software, it has improved its customer engagement and has the means to measure NPS and further improve it.


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