Email overload issue addressed

at Insurance Company

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A viable alternative to email


 

Over the years a US based insurance company had become more reliant on email as the primary means of communicating to staff. As the volume of email has increased, the message cut through to staff had dropped off due to the email overload. The major problem with this was the impact of urgent or important communications was lost amongst the avalanche of all the other email messages.

 

Multiple levels of persistence - Depending on the urgency of the message, it can remain on screen until the user acknowledge it, or it can be set to re-occur for a pre-determined length of time. This is key, especially when the message is urgent. Prior to using the SnapComms Alert tool, the only way emergency communications could be sent out was by email. This has obvious drawbacks as that message is only received when the end user opens the email, which with severe email overload, could be hours later.

Getting important messages seen, fast - The SnapComms Alert cuts through all the noise, no matter what the end user is doing on their PC, the desktop Alert is pushed directly to them.

 

“Emails became irrelevant to people. After a while they were not even reading them because there was simply far too many to efficiently process.”

Communications Manager

Situation

  • 2,100 users
  • Multiple sites - Three office sites, one retail site and a number of 'work-at-home' staff
  • Local hosting of the SnapComms solution
  • Using Screensaver Messages, Desktop Messages

Communications objectives

  • Address the problem of email overload
  • Ensure critical communications are delivered in real time
  • Ensure compliance communications are delivered to staff

SnapComms does more than just reduce email overload

Ability to swap content out quickly —Prior to rolling out the SnapComms solution, the insurance company were limited to what they could put on staff screensavers. This was due to the fact that pushing out screensaver content to staff computers was only done once per quarter, so the ability to change what was displayed was time consuming for the desktop team. With the SnapComms Screensaver Messages solution, the Communications team have complete control of when screensavers are displayed, how many are displayed at once, and they now have the additional benefit of being able to target specific screensavers to different parts of the business. The assigned message administrators can deploy a screensaver whenever they need to, without engaging the Desktop Support team to push it out manually, making the whole process a lot more efficient.

 

“The desktop support team are very happy with the SnapComms tool, now they can send outage alerts to targeted groups immediately, and they no longer have to shut down for a day in order to push out the quarterly screensaver update.”

Communications Manager.

 

Compliance communication cut-through —Training and communications are essential parts of compliance, and compliance is an important part of any insurance company. A compliance programme requires effective communication of its compliance messages and practical training to back it up and put it into practice – SnapComms allows the Compliance manager to actively push out Compliance messaging via screen savers and Alerts. They are currently looking at the Survey and Quiz tools as a way of re-enforcing compliance training.

Compliance communication cut-through —Training and communications are essential parts of compliance, and compliance is an important part of any insurance company. A compliance programme requires effective communication of its compliance messages and practical training to back it up and put it into practice – SnapComms allows the Compliance manager to actively push out Compliance messaging via screen savers and Alerts. They are currently looking at the Survey and Quiz tools as a way of re-enforcing compliance training.

Live updates to customer service staff —In the past, call centre statistics were not shown to call centre agents as there was no easy way to distribute this information in a timely manner (email was often read hours after it being sent due to email overload, so the immediacy of the message was lost). By using SnapComms Alerts the call centre manager can send out live statistics to agents indicating how they are tracking. This inspires the agents to improve productivity if they are behind, and it inspires them to keep on going if they are hitting their targets.

The ability to target audience by location —The company have three main office sites, plus one retail site and a number of people working remotely from home. Some of the office sites contain subsidiary companies that receive different communications. SnapComms allows the administrator to communicate with defined groups of people separately, removing the information overload that previously existed. Employees know that if they receive a SnapComms Alert, the information is relevant so they read it.

Conclusion

SnapComms has addressed the issues that were impacting staff communications at the insurance company. Important communications now get the cut through they need in order to keep staff informed of potential issues at their location in real time. The Communications team now has the ability to run targeted internal communications campaigns without having to rely on the desktop support team. And the Compliance manager has the ability disseminate compliance communications across the business, with an eye to the future of being able to quiz staff on policies and track results in real time.

“We love the SnapComms tools, we can’t speak highly enough of them!”

Communications Manager.


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“We love the SnapComms tools, we can’t speak highly enough of them!”

Communications Manager

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Key benefits of SnapComms

  • Targeting of messages to specific staff groups or sites

  • Speedy communication when a system goes down unexpectedly

  • Highly targeted distribution ensures staff only receive communications that are relevant to them

  • Reach - Ability to communicate with everyone in the organization

  • Multiple Message Administrators, allows different parts of the business to communicate directly with their staff without having to go through the Communications team