Customer communication management plays a key role in financial services firms’ daily activities. Cloud models present an alternative for companies to consider when implementing a new customer communication management system. Celent has published several reports on document automation and customer communication management in insurance, including reports profiling vendors active in this domain. As part of this research, Celent has observed a growing interest in cloud models such as software as a service (SaaS) and hybrid cloud.

Celent has published several reports on document automation and customer communication management in insurance, including reports profiling vendors active in this domain. As part of this research, Celent has observed a growing interest in cloud models such as software as a service (SaaS) and hybrid cloud.

This report provides the results of a survey conducted in February and March 2016 on the following topics:

• The current role of customer communication management and deployment preferences.
• Adoption of cloud models, drivers, and concerns for customer communication management in the cloud.
• Expected benefits of customer communication management in the cloud and vendors’ requirements.

One-hundred sixteen (116) financial services firms responded to the survey. The objective was to examine the current situation in terms of customer communication management in the cloud as well as assess perceived benefits and constraints of the cloud model. This survey also tried to capture the potential of cloud models (SaaS and hybrid cloud) in the near future.

The report concludes with Celent’s recommendations for financial services firms and vendors active in the customer communication management space.

“The role of customer communication has been changing,” says Nicolas Michellod, a senior analyst with Celent’s insurance practice and author of the report. “Today it is perceived as a key tool to interact with customers and partners. This means not only generating mass communication, but also delivering a personalized message.”

This 16-page report contains 11 figures.