Background
Founded in 1905, FMG (Farmers’ Mutual Group) was initially established to provide insurance solutions to the rural sector. These days FMG caters to a wide range of customers, including urban residents and businesses. With a strong commitment to the local community and a focus on personalised service, FMG has earned a reputation for reliability and customer satisfaction, making it a trusted choice for insurance needs nationwide.
Challenge
In 2010, FMG faced significant challenges with their existing customer management system. With a growing client base, which had doubled to 100,000+ customers since implementation, their system couldn’t keep up. It allowed access to only one customer service person at a time, causing operational bottlenecks for their frontline, call centres and payment services teams.
Additionally, the company had concerns about data security and privacy, given the sensitive financial information stored in their system. They were also hesitant about transitioning to email statements for clients, unsure if it would be effective.
Solution
FMG turned to Dataprint for a comprehensive solution and we introduced them to Saber, our proprietary hosting platform that securely stores customer information, including invoices and statements. Implementing Saber would allow them to create individual logins for all employees, enabling simultaneous access to client statements.
FMG use Saber not only for statement retrieval, but also to streamline their claims process. It facilitates quick access to payment history, helping the customer service team to resolve supplier inquiries promptly.
A few years later, Dataprint worked closely with FMG to introduce email statements to clients. We provide detailed reports to track statement deliveries, ensuring clients receive them successfully. This transition allowed FMG to add colour and marketing elements to their statements, enhancing client engagement.
Results
The results have been remarkable. Dataprint’s innovative solutions have transformed FMG’s document management, enhancing their ability to deliver vital information efficiently while improving customer satisfaction. FMG has also seen a significant reduction in costs compared to their previous solution.
Additionally, Dataprint’s forward-thinking approach ensures FMG stays ahead in their industry.
All up, Dataprint’s partnership with FMG has revolutionised their customer management, addressed growth-related challenges, enhanced data security and reduced costs.
Key achievements
- Document streamlining: Dataprint helped FMG redesign their documents, reducing them from 23 pages to a concise seven pages. This has streamlined information delivery and improved customer experience.
- Mailing efficiency: For shorter statements, Dataprint uses automated mailing machines for inserts and folding, reducing manual labour. For larger documents, we efficiently hand-stuff envelopes.
- Data analysis and customisation: Dataprint analysed FMG’s data and collaborated with their team to enhance presentation formats. The new approach focuses on effective communication and opportunities for upselling.
- Flexible changes: FMG finds it easy to implement changes through Dataprint. They can mock up specifications, then our team facilitates swift adjustments.
- Efficient data processing: Dataprint receives data files from FMG weekly and processes them to ensure clear, customer-friendly presentations.
