When people reach out to us, they are often experiencing some of life’s most challenging moments — a serious illness, an unexpected injury, or the loss of a loved one. These are moments filled with uncertainty, stress, and emotional weight. In those times, clear, accurate, and timely communication is not just a business function; it is a responsibility. It is part of how we support the working world and help families navigate moments when they need it most. 

Over the last several years, our team has been on a journey to modernize and simplify how we communicate with our customers. Driven by a commitment to empathy and accuracy, we set out to transform a complex, legacy environment into a unified ecosystem that supports faster decisions, better experiences, and more human connections. Today, that journey is well underway, powered by OpenText technologies that help us scale with confidence and speed. 

Why transformation was essential 

When I first joined the content and communications team, we were managing more than 40 legacy systems across claims, underwriting, and policy servicing. Multiple applications performed overlapping roles in document generation and content storage. Each required individual expertise, maintenance, and governance, making even routine updates slow and challenging. 

More importantly, this fragmented ecosystem directly impacted our customers. Drafting a single claim-related communication could take five to ten minutes. Multiply that by thousands of letters a day, and the downstream effect was significant: slower responses, more manual work, higher operational risk, and less time for specialists to support customers with empathy. 

We needed to modernize — for scalability, for compliance, and most importantly, for the people counting on us during life’s pivotal moments. 

Choosing a strategic partner 

When we set out to evaluate modern platforms in 2019, our goal was clear: consolidate our communications and content ecosystem into a unified, integrated solution that would grow with us. OpenText emerged as the partner that could support both sides of our world — content management and customer communication generation — at enterprise scale. 

Today, OpenText is one of four strategic enterprise partners, alongside Salesforce, Pega, and ServiceNow. Together, these platforms support our broader digital transformation and long‑term modernization goals. 

Building a unified solution for communications and content 

With OpenText Communications, more than 2,000 specialists generate over 10,000 customer communications every day, including policy packets, claim letters, broker materials, and digital notifications. Automated templates and business rules help ensure consistency and clarity across every message, freeing our specialists to focus on high‑value work. 

At the same time, OpenText Content Management serves as our unified repository across the enterprise. Whether you’re an underwriter, sales representative, or claims specialist, everyone now accesses the same trusted version of every document. This eliminates duplication, reduces errors, and strengthens governance, all while supporting seamless integrations with Salesforce, claims applications, and other core systems. 

The impact has been remarkable. We reduced the average time to draft a customer letter from five to ten minutes to less than two minutes. When you’re generating thousands of letters every day, those saved minutes translate into meaningful improvements for both our employees and our customers. 

Elevating our ability to support customers 

Operational efficiency is important, but our transformation has always been about something deeper: creating a more human experience. 

Customers contact us during moments of vulnerability. They deserve communications that are clear, personalized, and supportive. The more we automate and standardize the backend, the more time our specialists have to show empathy, build trust, and guide customers through the steps ahead. 

As more than 60% of our communications become fully automated, our teams are able to spend more time listening, understanding, and helping — the moments that truly define customer experience. 

Looking ahead: AI, cloud, and a 360-degree view 

We are now entering the next phase of our journey. 

As part of our cloud-first strategy, we are exploring opportunities to modernize our OpenText ecosystem, streamline operations, and reduce infrastructure overhead. We are also piloting OpenText Aviator capabilities to extract insights from structured and unstructured documents — a particularly powerful area for underwriting and claims. 

Unstructured data has always held immense value, but accessing it manually is time-consuming. With AI, we can turn years of documents into actionable insights that influence business processes, speed up decision-making, and reduce handling times even further. Early trials show strong promise, and we are excited to continue this work. 

Our long‑term vision is a true communication 360: a complete view of every interaction a customer has with us, across claims, policies, and digital channels, bringing together the context needed to deliver even more responsive and personalized experiences. 

Technology + people = transformation 

I often say that digital transformation is not about technology — it’s about people. Technology gives us tools, but people give it meaning. The real transformation happens when we bring the two together. 

With partners like OpenText, we are building a foundation that will support customers with clarity, speed, and empathy for years to come. As we embrace the next wave of automation and AI, our focus remains the same: helping the working world thrive through life’s most critical moments. 

That purpose guides us every day, and I’m proud of the progress we’re making to bring it to life. 

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