---
title: "Top Insurers: Optimizing Operations & CX with Flexibility & Agility"
description: SPLICE, Insuresoft and GhostDraft discuss how top insurers are optimizing operations and CX with quick pivots.
---

[Voices of SPLICE ](https://blog.splicesoftware.com)

# [Top Insurers: Optimizing Operations & CX with Flexibility & Agility](https://blog.splicesoftware.com/top-insurers-panel)

 Written by [Tracy Borreson](https://blog.splicesoftware.com/author/tracy-borreson) | May 22, 2020 3:49:33 PM

The right tech partners have always allowed for flexibility and agility in unpredictable times. Now, as we start to enter a post-COVID environment, many insurers are realizing the benefits of using specialized partners to fill the gaps in their technology stacks. 

Yesterday, I was honored to share the Zoom Room "floor" with SPLICE partners Insuresoft and GhostDraft to discuss how the right tech partner can facilitate a quick pivot in uncertain times; pivots that can alleviate internal pain points, as well as improve the policyholder experience.

**Read on for the key takeaways from the event...**

**How is automation creating efficiencies for insurance carriers? **

- Implementing a consistent customer/brand experience (Tracy Borreson @ SPLICE)
- Moving policyholders through a process quickly and easily (TB)
- Improving connectivity where we are lacking physical connectivity (Angie Winn @ GhostDraft)
- Streamlining the employee experience (TB)

**What are some best practices to set up your organization for a quick pivot?**

- Know who is on the execution team (TB)
- Have a good understanding of the data that is available (TB)
- Focus on the customer journey by putting yourself in the policyholders shoes (Josh Hall @ Insuresoft)
- Proactively set up omni-channel solutions so policyholders can engage in their preferred method (JH)
- Leverage experts who can navigate you through the process (AW) 
    - Ensure there is really thorough turn-over of the solution back to the internal team (AW)

**How do Customer Communication Management Platforms support flexibility for greater efficiency?**

- Continually add functionality to deliver content across preferred channels (AW/TB)
- Have been developed for configuration not code, which increases speed to market (AW/JH)
- Empower business users to meet their own needs (AW)
- Support proactive data usage for predictive tools vs. reactive insight (JH)

**What role can technology partnerships have in facilitating quick pivots?**

- Trying to be all things to all people vs. leave the experts to the experts (JH/TB)
- Creating a more efficient model that can deliver a more robust customer experience (JH)
- The API economy allows specialized solutions to be easily "plugged in" (TB) 
    - As long as partners are actually integrated (AW)

**How can we find out where our customers are so we know which channels to invest in?**

- Where to look: your call center agents & your social media (TB) 
    - Data amalgamation tools are readily available (TB)
- Your policyholder data can be looked at in a different way to provide new insight (TB)
- Ask your customers! A simple survey can do wonders (AW/TB/JH)
- Strategic planning on how to harness your data for predictive models (JH)

**What's the easiest way to implement & retain text consents?**

- Collect permissions in each and every policyholder interaction (TB)
- Automate opt-out collection in each and every distribution channel (TB)
- Connect all your permission data via API (TB) 

For more insights, you can watch the recording of the discussion [here](https://info.splicesoftware.com/panel-optimize-with-flexibility).

**[READ MORE SPLICE BLOGS](https://blog.splicesoftware.com/)**

[View full post](https://blog.splicesoftware.com/top-insurers-panel)

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