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Tag: 2026

Automating Insurance Workflows: A Smarter Experience for Your Members

Posted on by John Zimmerer

By John Zimmerer, VP of Healthcare Marketing at Smart Communications 

Health insurers face mounting pressure to deliver exceptional member experiences, maintain compliance, and protect sensitive data—all while controlling costs. Manual processes in enrollment, care management, utilization management, and member services create inefficiencies, increase risk, and frustrate members. Automation offers a transformative solution, enabling insurers to streamline workflows, improve engagement, and strengthen security. This blog explores the benefits of automation across key functional areas, its impact on compliance and cybersecurity, and how Smart Communications helps insurers achieve these goals. 

What is Healthcare Automation? 

Simply put, automation in healthcare is anything that reduces or eliminates manual effort. Automation comes in many forms, including Business Process Management (BPM), Robotic Process Automation (RPA), and Artificial Intelligence (AI). Healthcare automation can also be accomplished through integration, so that tasks are triggered by some kind of event. 

Why Are Health Insurers Investing in Automation? 

Administrative inefficiency accounts for nearly 25% of U.S. healthcare expenditures—about $1 trillion annually. Manual processes in claims, prior authorizations, and appeals and grievances slow down service delivery and increase operational costs. Automation addresses these challenges by: 

  • Reducing processing times by up to 50% for claims and prior authorizations.
  • Cutting operational costs by 20–30% through streamlined workflows.
  • Improving compliance accuracy by 30–40% with automated reporting. 

Member Experience: Faster, Smarter, Personalized 

Automation enhances member experience by eliminating friction and enabling real-time engagement: 

  • Self-Service Enrollment: Digital forms powered by SmartIQ™ simplify onboarding, reducing errors and accelerating plan selection.
  • Real-Time Notifications: Automated updates keep members informed about claims, authorizations, and appeals and greivances, improving transparency.
  • Personalized Communications: AI-driven automation tailors content to member preferences, improving comprehension and trust.
  • Virtual Assistants: Chatbots and AI agents handle routine inquiries, reducing call center load and improving satisfaction. 

Operational Efficiency: Doing More with Less 

Automation drives efficiency across core functions: 

  • Enrollment: SmartIQ digitizes enrollment workflows, reducing manual data entry errors by up to 80–90%.
  • Care Management: Predictive models automate outreach for disease management programs, improving health outcomes and lowering costs.
  • Utilization Management: AI-enabled automation accelerates prior authorization decisions, reducing delays and administrative burden.
  • Claims Processing: Automated adjudication speeds up settlements, reducing errors and freeing staff for higher-value tasks. 

Compliance: Audit-Ready and Error-Free 

Compliance failures can lead to fines, reputational damage, and member distrust. Automation mitigates these risks: 

  • Automated Compliance Monitoring: Systems track regulatory changes and update workflows instantly.
  • Error Reduction: Automated audit trails and reporting improve accuracy and reduce human error.
  • HIPAA and GDPR Alignment: Automation ensures encryption, access controls, and real-time compliance checks.

Cybersecurity: Protecting Sensitive Data 

Cyberattacks in healthcare are escalating, with 720 breaches in 2024 affecting 186 million records. Automation strengthens security by: 

  • Automated Threat Detection: AI monitors data access patterns, flagging anomalies before breaches occur.
  • Predictive Risk Analysis: Machine learning identifies vulnerabilities and recommends proactive measures.
  • Secure Omnichannel Delivery: Omnichannel orchestration ensures encrypted communication across email, SMS, and print, with failover logic for uninterrupted delivery. 

Aligning Benefits to Functional Areas 

Functional Area 

Automation Benefit 

Enrollment 

SmartIQ digitizes forms, reducing errors and accelerating onboarding. 

Care Management 

Predictive analytics automate outreach for disease management programs. 

Utilization Management 

AI speeds prior authorizations, reducing delays and improving provider satisfaction. 

Member Services 

Chatbots and automated notifications enhance engagement and reduce call center load. 

Claims Processing 

Automated adjudication cuts processing time and improves accuracy. 

Smart Communications: Enabling Intelligent Automation 

Smart Communications’ Conversation Cloud™ delivers automation purpose-built for regulated industries: SmartIQ™ streamlines enrollment and servicing with dynamic, guided forms; SmartPATH™ orchestrates secure, real-time communications across channels, ensuring compliance and continuity; SmartCOMM™ generates personalized, compliant communications at scale; and SmartHUB™ archives all interactions for audit-ready transparency. 

Automation as a Strategic Imperative 

Automation is no longer optional—it’s a strategic imperative for health insurers. By aligning automation with member experience, operational efficiency, compliance, and cybersecurity, insurers can deliver better outcomes for members and stakeholders alike. 

Modernize your operations with Smart Communications’ Conversation Cloud™. Schedule a demo today! 

Frequently Asked Questions 

Q: What healthcare processes can be automated? 

A: Almost any healthcare business process can be automated, at least to some degree. Think about the manual processes that permeate healthcare, and you will realize that most are related to data collection (e.g., determining eligibility) or utilization (e.g., personalizing a communication). In some cases, gaps exist between workgroups which can be closed with a workflow tool. Many customer outreach and customer service functions can either be automated or converted into self-service options. 

Q: How does automation improve the member experience? 

A: Members crave transparency and timeliness. Automation helps increase transparency through automatic status updates or prompts to act. Shifting a task from a human to an automated solution not only frees up the human to do something else but also speeds up the response times enabling healthcare organizations to meet regulated timelines and customer expectations. 

Q: How does automation support compliance & cybersecurity? 

A: Automation supports compliance in several ways. Automation helps healthcare organizations meet regulated turnaround times. Automation can validate that all information required to satisfy an audit is complete, accurate, and retained. And automation can ensure that only approved content is sent to a member or patient. Automation also supports cybersecurity. The less data you expose to a human, the lower the risk of a bad actor compromising security. Also, automation can act at a lower layer in the OSI stack which ensures that proper encryption is used to secure personally identifiable information (PII) and protected health information (PHI). 

 

Why OpenText Is Reacting to Smart Communications

Posted on by Scott Draeger

By Scott Draeger, SVP of Product Marketing and Vertical Solutions at Smart Communications 

When a $5B legacy software company with more than 23,000 employees publishes a dedicated competitive comparison focused entirely on one vendor, the market should pay attention. 

That’s exactly what happened when OpenText positioned its customer communications platform directly against Smart Communications’. 

Not Adobe. 
Not Quadient. 
Not any of the other legacy CCM providers. 

Smart Communications. 

That decision says more about the current state of the CCM market than any analyst report could. 

Because while legacy vendors are defending installed bases and managing aging architectures, Smart Communications continues to lead the market transition to cloud-native customer communications as it has for more than a decade.  

The CCM Market Has Moved Beyond Legacy Platforms 

The customer communications market is no longer centered around on-premises infrastructure, expensive upgrades, and fragmented communication experiences. 

The market has moved to cloud-native SaaS. 

Organizations today expect scalability, speed, continuous innovation, AI-driven personalization, and connected omnichannel engagement. They want platforms that support digital transformation initiatives without carrying the technical debt of legacy infrastructure. Expectations go beyond technology; organizations demand excellent support, experienced account managers, and engaged executive sponsors. 

As Treeline Research founder Andrew Young recently wrote:

“What is taking shape is a market organized around trusted orchestration. Around governed intelligence. Around archiving, retrieval, and memory. Around workflow. Around the ability to turn communication history into usable enterprise context.” 

This shift has fundamentally changed the competitive landscape, which helps explain why OpenText may have felt compelled to react directly to Smart Communications’ market momentum. 

Cloud-Native Wasn’t an Add-On for Smart Communications 

Legacy CCM vendors are still trying to modernize products originally designed for a different era. 

Some migrated on-premise technology into hosted environments. Others introduced partial cloud offerings while maintaining separate legacy architectures and feature sets. None have really moved past page-first thinking.  

Smart Communications took a different path. 

SmartCOMM™ was purpose-built as a cloud-native platform from the beginning. Since 2012, the company has focused exclusively on delivering SaaS-based customer communications for enterprises operating at scale in highly regulated industries. 

That architectural difference matters. 

It impacts scalability, deployment speed, resiliency, upgrade cycles, integration flexibility, and long-term operational cost. It also impacts innovation; especially as AI becomes central to the future of customer engagement. 

The result is a platform built for where the market is going, not where it has been. 

Independent Analysts Continue to Validate the Difference 

Industry analysts consistently rank Smart Communications among the leaders in cloud-native CCM.

These are not incremental gaps. 

They reflect meaningful differences between platforms architected for the cloud and platforms evolving from legacy foundations. 

For enterprises making long-term CCM decisions, that distinction becomes increasingly important. 

OpenText Is Defending the Past While Smart Communications Builds the Future 

The communications landscape is evolving rapidly. 

AI is transforming content creation and personalization. Regulatory expectations continue to increase. Customers expect seamless digital-first engagement across every channel and touchpoint. 

Organizations need platforms capable of adapting quickly without introducing additional complexity. 

That is where cloud-native architecture becomes a competitive advantage. 

Smart Communications has spent years building an omnichannel-first platform designed for this new era of customer communications. Today, the company supports some of the world’s largest regulated enterprises across insurance, financial services, healthcare, and government. 

Meanwhile, many legacy providers remain focused on protecting existing revenue streams and extending aging product ecosystems. 

That’s why the market conversation is changing, and why OpenText is reacting. 

The Real Question for Enterprises 

The decision organizations face is not whether to modernize customer communications. 

That decision has already been made by the market. 

The real question is whether enterprises want to invest in platforms designed around the future of customer engagement or if they’ll continue managing the limitations of legacy architectures trying to catch up. 

The future of CCM is cloud-native, AI-enabled, and omnichannel by design. 

Increasingly, the market sees Smart Communications as the company leading that future. 

Compare for yourself. Book a demo today.

Smart Spotlight: Rich Ward on Life at Smart

Posted on by Dani Duffy

By Smart Communications 

At Smart Communications, our people are the driving force behind every innovation—and our Smart Spotlight series celebrates the individuals shaping the future of customer conversations. 

In this edition, we’re featuring Richard Ward, Head of Product Management, whose vision and leadership continue to elevate how we deliver value to our customers. 

Since joining Smart, Richard has been instrumental in guiding our product strategy, ensuring every innovation aligns with real customer needs and market opportunities. His focus on simplicity, scalability, and smart orchestration has helped bring our platform vision to life—bridging technology and business outcomes in powerful ways. 

Get to know Richard as he shares his perspective on product innovation, what fuels his passion for problem-solving, and how he’s helping shape the next era of intelligent customer engagement. 

1. What is your role at Smart and how long have you been with the company? 

I’m Head of Product Management and I’ve been here since 2018. 

2. What did you do for work prior to joining Smart, and why did you make the switch? 

Prior to Smart Communications, I was at a UK Bank managing their communication risk. They had so many different systems, manual and confusing processes, that they needed a team of people to fight those fires. Sound like a familiar problem? Eventually, this led them to look for a proper CCM solution and hence began my journey to Smart.  

Fun fact: I had a brief hiatus playing professional futsal in Italy before I was sacked, then I went back to the bank to contract on implementing a rival CCM solution, then got sacked again, then landed here! So, I feel I’ve got good experience with multiple CCM solutions; in– house, competitor, as well as on the implementation side, which really helps me in my role today.

3. What’s kept you at Smart? 

I love the culture, the support, and the people here. We are great at putting a problem on the table and solving it together, and I really enjoy that part of the role. The problems we solve are always varied and changing. 

4. What skills are needed to be successful in your role/on your team? 

In Product, we need to keep a helicopter view of where the company needs to invest to meet our corporate strategy. That’s a mixture of fighting fires with immediate customer demand while ensuring we know where ‘North’ is and can push on those strategic objectives. 

We need to work with many departments, as both an enabler, as well as paying attention to market/customer demands. As we strategically acquire new companies, the challenge is how we can continue to integrate new products and solutions. I really enjoy working with our team, as I am required to say that, and also because they always make it fun.  

5. What’s your favorite aspect of your job? 

My favourite part of the role is planning what we’re working on in the roadmap. Especially when we get to press the big green button on kicking off some new cool work, such as the recent AI features, or a big shiny new feature which we’ve been talking about for a while. A big highlight is when I get to speak with customers and hear how something we built is solving their problems in the real world. 

6. What are you doing when you’re not working? 

After 9 months of market research, I recently made an acquisition of my own, and young Ollie has been a wonderful addition to our household. My family also moved house 7 days after the birth of said second born, so unpacking and tidying/unpacking constantly is now my second full–time occupation.  

My hobbies and passions are futsal and travelling, particularly when I get to use my Catalan and Spanish when I see my friends in Barcelona. I’m a Sheffield Wednesday fan which (if you don’t know about football) isn’t a very good thing.  

I recently returned to England futsal after 6 years. The program was cancelled for 5 years, then I ruptured my Achilles tendon three weeks outside of the first games back, so this was a significant mountain I feel I scaled. 

Apart from a great win over Switzerland, we messed up a bit in the group and didn’t qualify. Yet, I did manage to score in each game despite being the oldest player in our team.  

Picking pumpkins with my eldest son Rowan, beautiful wife Caz, and dog Ron. 
Rowan and Ollie, so far so good 
England Cap wall attached. I’m somewhere between Jordon Henderson and Jordan Nobbs. 
Getting presented my silver cap for 50 England appearances 
Weird fact, I once opened a bridge with Tony Blair after winning a regional bridge design competition, evidence attached. 

If you’re interested in joining our dynamic team, we invite you to explore our current opportunities on our Careers page. 

The ROI of Orchestration in Client Communications: A SmartPATH™ Perspective

Posted on by Cindy Griffin

By Cindy Griffin, Vertical Marketing Lead at Smart Communications 

Trust is the bedrock of the financial services industry. Clients trust their financial well-being to their bankers and financial advisors; they trust that their financial services institutions will orchestrate better financial outcomes for them. But how do financial services institutions build that trust? The answer: delivering faster, more personalized communications at the right time can orchestrate better financial outcomes for their clients and increase trust. 

Even with the desire and the pressure to deliver faster, more personalized communications, financial services institutions need to be mindful of ballooning costs or overwhelming internal teams. The question we hear on nearly every discovery call: “How much will this cost, and what’s the ROI?” 

If you’re evaluating SmartPATH or comparing orchestration solutions, you’re probably balancing immediate budget concerns with long-term strategic goals. That’s why understanding the ROI of orchestration in client communications is crucial. 

Let’s break down how sophisticated orchestration software helps institutions like yours achieve measurable gains—both operational and experiential. 

The Problem: Disconnected Channels, Redundant Workflows, High Costs 

Traditional client communication systems often rely on siloed tools for email, print, SMS, and in-app messages. This fragmentation creates:

  • Redundant processes and approvals
  • Compliance risks due to inconsistent messaging
  • Skyrocketing print and mailing costs
  • Delays in client response times
  • Poor client experience (CX) due to lack of personalization
  • Missed opportunities to improve a client’s holistic financial picture 

It’s a high-cost, low-flexibility environment that doesn’t scale—and doesn’t serve your clients.  

The Solution: Omnichannel Orchestration with SmartPATH 

SmartPATH, Smart Communications’ digital orchestration platform, centralizes your client communication workflows across all channels. The result? Faster approvals, unified messaging, dramatically lower manual workload, and better outcomes for your clients. 

Life events or milestones are perfect opportunities to orchestrate client journeys and avoid these problems. Imagine that your client has a newborn child and contacts you to update the beneficiary on an account. This is a simple enough service request—and you may even be completing these requests efficiently today—but what else does it mean to your client’s financial situation now that they have a child?  

Your client may not be thinking about the cost of their newborn’s education or how their family’s financial situation may be affected. With SmartPATH, you can design client journeys that are automatically triggered based on a life event such as the birth of a child.  

Imagine how this client journey could be designed for better outcomes. The first step could be an education planning packet—personalized by state or jurisdiction—sent to the client explaining education savings options.  

The next step offers the client a choice: open an account on their own or contact their advisor for more help. Either option triggers additional events in the client’s journey, eventually leading them to open an education savings account for their new child. Additional long-term financial wellness nudges like age-based milestones can be designed into the journey to continue the client’s path to better financial outcomes. 

ROI Drivers You Can Measure 

  1. Fewer Manual Touchpoints 
    Automate approvals, content routing, and compliance checks to increase staff efficiency. Automatically kick off related client journeys based on one life event or milestone. 

  1. Improved Client Experience 
    Personalized, omnichannel journeys reduce churn, increase engagement, and boost Net Promoter Scores (NPS). Automated channel shift ensures that you don’t lose client engagement. 

  1. Faster Time to Market 
    Launch communications in days, not weeks—with centralized workflows and reusable content blocks. Regulatory compliance becomes more efficient and less manual. 

Pricing vs. Value: The Real ROI Conversation 

We get it: software investments need to prove their worth. But when you factor in the cost of doing nothing—manual rework, compliance breaches, delayed responses—the value of SmartPATH is clear. 

What often starts as a pricing objection turns into an “aha” moment once teams calculate: 

  • How many hours are spent manually managing approvals
  • How much is spent annually on physical mailings
  • How often are messages delayed due to siloed systems 

And on top of the hard dollars you can save, SmartPATH ensures better financial outcomes and turns the client journey into a trust building journey. 

Ready to see SmartPATH in action and learn how leading financial institutions are cutting costs, accelerating workflows, and improving client experiences? Request a demo today. 

Frequently Asked Questions  

Q: How does SmartPATH use AI in client communication workflows? 

SmartPATH uses AI to enhance personalization, channel optimization, and workflow efficiency. AI-powered insights help tailor messages based on client behavior and preferences, while smart routing reduces manual decisions and approval bottlenecks. 

Q: What makes SmartPATH different from traditional workflow tools? 

Unlike rigid legacy platforms, SmartPATH is designed specifically for regulated industries like financial services. It offers omnichannel orchestration, built-in compliance tracking, and enterprise scalability—without needing a dozen disconnected tools. 

Q: How quickly can SmartPATH deliver ROI? 

Most institutions begin to see measurable cost savings and time reductions within the first 3–6 months post-implementation, especially in high-volume, high-complexity communication environments. 

Q: Is SmartPATH only for large enterprises? 

No. SmartPATH scales to meet the needs of mid-sized institutions as well as global banks and insurers. The platform’s modular design makes it easy to adopt at your own pace. 

Smart Spotlight: Martin Suter on Life at Smart

Posted on by Dani Duffy

By Smart Communications 

In this edition of our Smart Spotlight series, we’re highlighting Martin Suter, Chief Product Officer at Smart Communications. With nearly two decades of leadership spanning engineering, product strategy, and innovation, Martin has played a pivotal role in shaping our global product vision. Guided by a passion for technology and collaboration, he leads teams across Product Management, Design, and R&D to create solutions that help businesses communicate more effectively and intelligently.  

Join us as we explore Martin’s journey, his approach to driving innovation, and what continues to inspire him at Smart. 

1. What is your role at Smart and how long have you been with the company? 

I’m the Chief Product Officer at Smart Communications, a role I’ve held since January 2021 following the acquisition of Assentis Technologies. I’ve been with the company in various leadership capacities since 2005, and today I’m responsible for the strategic and operational development of our global product portfolio. My focus spans Product Management, Product Design, Documentation, and Training Content Delivery; all within our R&D organization. 

2. What did you do for work prior to joining Smart, and why did you make the switch? 

Before Smart Communications, I was part of Assentis Technologies, where I served as Chief Product Officer and a member of the Executive Board. My background includes engineering, consultancy, leading product strategy, product marketing, and pre-sales. The transition to Smart was a natural evolution, allowing me to bring my experience into a global SaaS environment and help shape the future of Customer Communication Management. 

3. What’s kept you at Smart? 

What’s kept me here is the opportunity to drive meaningful innovation in a fast-paced, global environment. I’m fortunate to work with incredibly talented teams who are passionate about building solutions that truly make a difference for our customers. The culture of collaboration and the company’s commitment to thought leadership and continuous improvement are also key reasons I’ve stayed. 

4. What skills are needed to be successful in your role/on your team? 

Success in my role requires a blend of strategic vision and operational execution. Key skills include deep expertise in product management, AI & cloud technologies, and vertical market knowledge in financial services, insurance, and healthcare. Leadership, cross-functional collaboration, and the ability to translate market trends into actionable product strategies are also essential. On my team, we value curiosity, clarity, and a strong sense of ownership. 

5. What’s your favorite aspect of your job? 

I love seeing ideas turn into impactful solutions. Whether it’s launching a new product or feature, receiving positive feedback from a customer, or watching a team member grow into a leadership role. Those moments of progress and impact are incredibly rewarding. 

6. What are you doing when you’re not working? 

Outside of work, I enjoy spending time with my family and exploring the Swiss outdoors. I’m also a fan of technology and design, so I often find myself tinkering with new tools or reading up on innovation trends. And when time allows, I like to unwind with a good book or a hike in the mountains. 

 

If you’re interested in joining our dynamic team, we invite you to explore our current opportunities on our Careers page. 

 

Why Financial Institutions Need a Journey-Orchestration Platform

Posted on by Cindy Griffin

By Cindy Griffin, Financial Services Vertical Marketing Lead at Smart Communications 

You’ve used PDFs and DocuSign PowerForms for years. They’ve become the default for everything from onboarding forms to loan agreements. But let’s be honest—just because they work doesn’t mean they’re working well for today’s customers. 

Financial institutions like yours are under pressure to deliver seamless, omnichannel communications. Static PDFs and limited web forms can’t keep up with rising expectations for real-time, personalized, and connected experiences. 

That’s why leading financial institutions are turning to platforms like the Conversation Cloud™— combining SmartCOMM™, SmartIQ™, SmartHUB™, and SmartPATH™. Together, these solutions move you beyond one-off document automation to connected, data-driven journeys that adapt in real time across every channel. 

Static Forms vs. Omnichannel Orchestration Platforms: A Quick Comparison 

Capability 

PDFs & PowerForms 

Smart Communications’ Platform 

Customer experience 

Static, one-size-fits-all 

Dynamic, responsive, and personalized across the entire journey 

Channel flexibility 

Desktop-first, limited mobile usability 

Fully omnichannel (web, mobile, email, print, SMS) 

Data integration 

Manual rekeying or basic field mapping 

Real-time integration with core systems and CRMs 

Workflow automation 

Point solutions with limited orchestration 

End-to-end journey orchestration and intelligent automation 

Brand control & compliance 

Inconsistent formatting and outdated templates 

Centralized control with reusable, compliant content blocks 

AI-ready structure 

Flat, unstructured documents 

Structured data outputs for AI and analytics 

Scalability 

Hard to maintain, difficult to update 

Modular templates and orchestration rules that scale with your business 

Why “Good Enough” Isn’t Good Enough Anymore 

Your customers expect faster, simpler interactions—and they’re not comparing you to other banks. They’re comparing you to Amazon, Apple, and every on-demand app on their phone. 

PDF-based forms introduce friction: 

  • They’re hard to complete on mobile
  • They require manual processing or patchy integrations
  • They don’t adapt to the customer’s context or journey stage 

And when your workflows are fragmented, so is the experience. That’s when trust drops and abandonment rates rise. 

Working in unison with one another, our solutions solve for that friction through intelligent, connected workflows that span data collection (SmartIQ), document generation (SmartCOMM), orchestration (SmartPATH), and insight (SmartHUB). 

Real-World Use Cases 

Loan Applications: Replace multi-page PDFs with interactive, guided SmartIQ experiences that prefill with known customer data and feed directly into SmartCOMM for compliant documentation. Archive completed documentation in SmartHUB to meet books and records requirements and for easy retrieval.  

Customer Onboarding: Capture clean, structured data with SmartIQ to prefill onboarding forms and use SmartPATH to orchestrate a multi-step journey across channels—web, email, SMS—and track progress in real time. 

Compliance Disclosures: Ensure every disclosure meets legal and regulatory requirements while tailoring content based on jurisdiction and product, with audit trails automatically captured with SmartCOMM. 

Account Updates: Send dynamic, secure communications with SmartCOMM that are triggered by customer activity and managed through a single orchestration flow with SmartPATH. 

What Makes Smart Communications Different? 

You don’t need another form builder. You need a platform built for the complexity of modern financial services—one that unifies data collection, communication design, journey orchestration, and archiving from end–to–end. 

  • Structured, AI-ready data from the start
  • Omnichannel delivery from a single communication flow
  • Reusable content blocks for consistent branding and compliance
  • Seamless integration with your existing systems 
  • Customer-centric workflows that increase conversion and retention 

Stop relying on outdated processes and start designing journeys that put your customers first. 

Ready to see how the Smart Communications Platform—powered by SmartIQ, SmartCOMM, SmartPATH, and SmartHUB—can replace outdated PDFs and PowerForms with intelligent, connected experiences? Request a demo.

Frequently Asked Questions 

What is the Conversation Cloud?
The Smart Communications Platform brings together four powerful solutions—SmartCOMM, SmartIQ, SmartPATH, and SmartHUB—to help financial institutions create, manage, and deliver personalized, compliant, and connected customer conversations. From intelligent data collection to omnichannel delivery and journey orchestration, it’s a single ecosystem designed to help enterprises communicate smarter at scale. 

How does the platform handle journey orchestration?
Journey orchestration is powered by SmartPATH, which connects data, business rules, and communication flows across departments and channels. Whether it’s onboarding, loan processing, or compliance notifications, SmartPATH ensures the right message reaches the right customer at the right time—automatically and consistently. 

Can I replace my existing PDFs and DocuSign PowerForms? 
Absolutely. With SmartIQ and SmartCOMM, you can replace static, form-based processes with dynamic, mobile-friendly experiences. Customers can complete, sign, and submit data securely on any device—while your teams gain structured, AI-ready data that feeds directly into downstream workflows. 

How is this platform different from other communication tools?
Most solutions focus on one step in the process—like form completion or document delivery. The Smart Communications Platform connects every stage of the customer journey, from data collection and content creation to orchestration and analytics. It eliminates silos, reduces manual work, and enables continuous optimization across all communication touchpoints. 

Does it integrate with our existing systems? 
Yes. The platform is system-agnostic and connects easily to your existing infrastructure via APIs, batch processes, or third-party integrations. Whether you use Salesforce, Temenos, FIS, or other core banking systems, Smart Communications works alongside your current tech stack to deliver connected, compliant customer journeys.

Smart Spotlight: Rich Lloyd on Life at Smart

Posted on by Dani Duffy

By Smart Communications 

At Smart Communications, our success is powered by passionate people who bring their expertise, energy, and authenticity to everything they do. In this edition of Smart Spotlight, we’re featuring Rich Lloyd, an Account Director, Western Region, who has spent the past five years helping drive new business and strengthen relationships across the insurance industry. 

Rich shares what drew him to Smart (hint: he got tired of losing deals to us!), what keeps him inspired, and why he believes listening is the most underrated skill in sales. Read on to learn more about Rich’s journey, his approach to building lasting connections, and how he spends his time outside of work. 

1. What is your role at Smart and how long have you been with the company? 

I’m an Account Director for insurance for new business, covering everything west of Arizona, plus western Canada. I focus on driving new business while also managing a few select existing customers. I celebrated five years with Smart in November 2025.

2. What did you do for work prior to joining Smart, and why did you make the switch? 

Before joining Smart, I worked for other CCM vendors. I spent a few years as a direct seller at MessagePoint, several years in sales leadership at Quadient, and I held roles at IBM and Ricoh during the earlier part of my career. 

I made the switch because I was done losing deals to Smart. I admired the technology and the early decision to move to the cloud. Plus, I kept hearing great things about the company culture and people. Many respected colleagues from my previous companies had joined Smart, which made it even more appealing. When the opportunity came up, I jumped at it. 

3. What’s kept you at Smart? 

Without a doubt, it’s the culture and the people. Everyone I work with is top notch, and we all share the same mindset of growing the business while still having fun. 

The technology also makes my job easier—our products practically sell themselves, and customers love them so much that they volunteer as references and participate in case studies. That combination of great people, strong technology, and enthusiastic customers keeps me here. 

4. What skills are needed to be successful in your role/on your team? 

Sales fundamentals are important — solution selling, understanding customer problems, and delivering the right solutions. But the skill I value most is being a good listener. It’s easy to make assumptions, but really listening to customers and digging into their challenges makes all the difference. 

Building genuine connections is also key. Many of my customers have become true friends, and I think that level of authentic relationship-building is critical in my role. 

5. What’s your favorite aspect of your job? 

My favorite part is connecting with people — colleagues and customers alike. I love being in front of customers, having conversations, and building relationships. When I moved into sales leadership at Quadient, I realized I missed that direct engagement. Coming back to a role where I can interact with people every day is by far the best part of my job. 

6. What are you doing when you’re not working? 

Outside of work, it’s all about family, and I feel truly blessed. My wife, Steph, and I have a blended family of eight kids, ages 18 to 32, and we’re soon–to–be empty nesters. On top of that, we have six dogs, so our house is never boring! 

We love spending time with our kids and friends. We’re about to become first-time grandparents, which is incredibly exciting. Steph has a huge extended family, and every year we gather for a reunion in Nebraska, which is always a highlight for me. 

If you’re interested in joining our dynamic team, we invite you to explore our current opportunities on our Careers page. 

Integrating with Epic, Meditech, and PointClickCare: A Quick Guide to SmartIQ™ Interoperability

Posted on by John Zimmerer

By John Zimmerer, VP of Healthcare Marketing at Smart Communications 

When you’re evaluating customer data capture solutions, you don’t have time for generic promises. You need to know exactly how a solution like SmartIQ integrates with the systems you’re already using—namely Epic, Meditech, and PointClickCare. 

Let’s cut to the chase. If your healthcare organization is looking to streamline data intake, reduce administrative burden, and elevate patient experiences, SmartIQ delivers with plug-in flexibility and secure interoperability across the EHR market. 

Here’s what you need to know about using SmartIQ with the major players. 

How to Use SmartIQ with Epic 

You’re already using Epic to manage patient records, scheduling, billing, and more. SmartIQ helps you extend that ecosystem by automating data capture at the front end—before it ever hits Epic. 

With SmartIQ + Epic, you can: 

  • Prefill forms using data already stored in Epic, eliminating repetitive input
  • Route completed forms back into the patient record via HL7, FHIR, or API-based integration
  • Configure logic-driven workflows that align with your existing Epic modules 

Whether you’re collecting consent forms, intake questionnaires, or referral data (particularly from non-Epic users), SmartIQ lets you do it all without disrupting your clinical workflows. 

Using SmartIQ with Meditech 

Meditech’s EHR systems offer robust capabilities—but creating smooth, patient-facing digital experiences can be challenging. That’s where SmartIQ fits in. 

By integrating with Meditech, SmartIQ allows you to: 

  • Prepopulate digital forms using Meditech data
  • Collect structured inputs from patients or staff and push them directly back into the EHR
  • Customize data collection workflows that match Meditech’s clinical logic and security protocols

No need to rebuild your infrastructure or use AI or OCR to extract and structure data. SmartIQ connects to Meditech through secure APIs and interoperability standards you already trust. 

Connecting SmartIQ to PointClickCare 

If you’re in long-term or post-acute care, PointClickCare is likely your core EHR. SmartIQ enhances it with modern data capture flows designed for both staff and residents. 

You’ll be able to: 

  • Digitize and automate admission, discharge, and billing forms
  • Reduce errors by validating inputs before they ever reach PointClick
  • Care Improve compliance with audit trails and real-time record updates

SmartIQ’s flexibility means you can handle everything from HIPAA-compliant e-signatures to custom form logic—without retraining your teams or changing your EHR. 

Why SmartIQ Stands Out in Healthcare 

You’re not just looking for form software. You need a customer data capture solution that respects your workflows, speaks your compliance language, and integrates without compromise. 

SmartIQ gives you: 

  • Standards-based interoperability (FHIR, HL7, REST APIs)
  • Configurable form logic that adapts to multiple care settings
  • Security-first architecture built for healthcare-grade data
  • No-code form design so your team can move fast—without IT bottlenecks 

Whether you’re rolling out new patient intake journeys or automating staff onboarding, SmartIQ keeps you agile, compliant, and connected. 

See the Solution in Action 

Request a demo to see how SmartIQ can help you automate data collection and improve the patient experience—without ripping and replacing your tech stack. 

Frequently Asked Questions

How does SmartIQ connect to Epic, Meditech, or PointClickCare? 

SmartIQ uses standard integration protocols like FHIR, HL7, and REST APIs to connect securely with major EHR platforms. You can push and pull data in real time, enabling seamless front-end data capture. 

Does SmartIQ work with other EHR and practice management systems? 

Yes! Although some systems are easier to integrate with than others. Reach out to us to discuss integrating with your system. 

My system already offers digital forms. Why would I need SmartIQ ? 

We hear from providers that the built-in capabilities are great for simple use cases, but not for more complex workflows. Particularly when multiple parties (patient, provider, payer, etc.) need to participate. Or when integrations with other systems are required. 

Do I need to involve IT for SmartIQ integrations? 

SmartIQ is designed for minimal IT involvement. With no-code configuration tools, your business teams can create and manage digital workflows independently—though IT can step in for deeper API-level customization. 

What kinds of data can I collect with SmartIQ? 

You can capture any structured or unstructured data: patient intake forms, consent documents, staff onboarding, billing data, and more. All inputs are securely validated, routed, and stored. 

Is SmartIQ HIPAA-compliant? 

Yes. SmartIQ is fully compliant with HIPAA and supports healthcare-specific security protocols like encryption at rest and in transit, audit logging, and role-based access controls. 

Singapore Has Set the Bar: Digital Trust is a CX Differentiator

Posted on by Heidi Johnson

By Heidi Johnson, Chief Product & Technology Officer, Smart Communications 

Singapore occupies a distinctive position in the global technology landscape. They are a market where the relationship between technology and trust has been formalized at both the regulatory and consumer levels. For product and technology leaders operating in this environment, the strategic question is focused on whether digital interactions with customers are secure, transparent, and independently verifiable enough to earn and retain customer confidence. 

Our latest research on customer communication expectations and digital trust across APAC sheds light on the opportunity and the stakes. 

The Expectation Gap 

According to our APAC Customer Experience Benchmark Report, 89% of Singapore customers say communications are important to their overall experience with a company. Seventy-eight percent are likely to use digital self-service rather than a call, which is second only to China in APAC. And 84% say it is important that organizations offer digital data collection instead of manual processes.

49%  of Singapore consumers rate the communications they receive as very good or excellent; this is 12 points below the global average of 61%.  

The structural shift to digital engagement has already happened on the customer side. The gap is on the delivery side and in Singapore, that gap carries direct retention consequences. Seventy percent of APAC customers say they would switch providers if communications fail to meet expectations. In insurance, that figure rises to 78%. 

AI Optimism Comes with Governance 

Singapore customers are receptive to AI-driven CX improvements; 71% believe AI will improve customer experience, above the global average of 61%. But 53% cite data privacy and security as their primary concern about AI in communications, and 44% believe a human should be reviewing AI-generated content before it reaches them. 

This is a precise signal about where AI adoption will and will not scale. For organisations deploying generative AI in regulated customer communication workflows from claims correspondence, to financial disclosures and onboarding documentation, it’s important to understand that the governance infrastructure behind the deployment is as important as the capability itself. 

Security Is CX Infrastructure 

Singapore’s regulatory environment reinforces this directly. The Monetary Authority of Singapore’s Technology Risk Management (MAS TRM) Notices, which became binding in May 2024, mandate IT controls specifically to protect customer information against unauthorised access. MAS Notices 658 and 1121, effective December 2024, require regulated organisations to assess and monitor technology risk from their service providers with the same rigour applied to internal systems. For technology vendors in this market, independent verification of security controls is not optional but rather a procurement condition. 

This is where CSA STAR Level 2 certification is materially significant. Unlike a Level 1 assessment, STAR Level 2 requires an independent third-party audit validating security controls, governance, and cloud security maturity against the Cloud Security Alliance’s Cloud Controls Matrix and publishes results to a public registry. It provides the kind of externally verifiable assurance that procurement teams at regulated organisations specifically look for when onboarding vendors. 

CSA STAR Level 2 requires independent third-party audit against the Cloud Controls Matrix — results are published to the public CSA STAR Registry, enabling verified security comparison across cloud providers. 

Smart Communications recently achieved CSA STAR Level 2 certification for SmartCOMM and SmartIQ hosted on AWS in Singapore, alongside the launch of our Singapore data centre. Combined with ISO 27001 and SOC 2 alignment, this provides a layered, independently assessed security posture that maps directly to MAS TRM expectations and the due diligence requirements of Singapore’s regulated industries. 

Trust Is the Precondition Scale 

The organisations making durable progress on digital transformation in Singapore are not treating security and customer experience as separate workstreams. They are building them as a single architecture. Security and independent certification decisions shape what becomes possible in the customer journey. Singapore’s customers have been explicit: They want digital engagement, they are open to AI, and they expect it to be secure. For organisations operating here, like Smart Communications, trust is what makes innovation scalable. 

The Three Must-Have Use Cases for Insurance Document Generation Software

Posted on by Eileen Potter

By Eileen Potter, VP of Insurance Marketing at Smart Communications 

When it comes to digital transformation, few industries face more complexity—or urgency—than insurance. From policy issuance to billing and claims, insurers handle thousands (if not millions) of documents every year.  

Increasingly, leading insurers are turning to AI-powered document generation to manage this complexity, using intelligent automation and data-driven insights to deliver relevant, timely communications at scale. 

If you’re still relying on outdated systems to handle document generation, you’re missing a critical opportunity to improve operational efficiency and customer retention. 

In this blog, we break down the three essential use cases for modern insurance document generation—so you can stay competitive, compliant, and connected to your policyholders. 

Why Insurers Can’t Afford to Overlook Document Generation 

The average insurer is juggling legacy systems, siloed data, and growing expectations from digital-first customers. Modern document generation solutions like SmartCOMM™ help insurers automate, personalize, and scale customer communications across the policy lifecycle—without increasing cost or complexity. 

And yes, this has a direct impact on customer retention. Clear, timely, and personalized communications lead to better engagement, reduced churn, and higher satisfaction scores. 

Let’s look at the three document generation use cases every insurer should prioritize. 

1. Policy Documents: Set the Tone from Day One 

When a customer receives their policy, they form their first real impression of your brand. If what you’ve sent them is difficult to understand or inconsistent with what they’ve been quoted you’re starting off on the wrong foot. 

Document generation can help: 

  • Automate creation of welcome kits, policy summaries, and declarations
  • Dynamically personalize based on product type, geography, or customer segment
  • Ensure regulatory compliance with pre-approved templates and rules 

Why it matters: A well-executed policy delivery process sets the tone for trust and transparency, helping customers feel confident in their purchase decision. 

Did you know that AI can assist in generating, refining, and optimizing content to ensure clarity, tone, and compliance across every communication? 

2. Billing Documents: Make It Easy to Understand (and Pay) 

Billing communications are among the most frequent—and scrutinized—touchpoints with policyholders. Confusing layouts or errors leads to customer service calls, late payments, or worse, cancellations. 

Document generation can help: 

  • Deliver consistent billing notices across channels (email, print, portal)
  • Provide clear breakdowns of charges, credits, and due dates
  • Include personalized messages, payment options, and upsell offers 

Why it matters: Easy-to-understand billing improves customer satisfaction and can increase policy retention, reducing friction in an already complex financial relationship. 

3. Claims Correspondence: Build Loyalty When It Counts Most 

Claims are emotional, urgent, and a key driver of customer retention. The way you communicate during this phase can make or break a relationship. 

Document generation can help: 

  • Automate status updates, claim summaries, and payment timing
  • Deliver updates via your customer’s preferred channel
  • Tailor language and tone to suit the context of the claim 

Why it matters: Proactive and clear claims communication improves transparency, reduces anxiety, and builds trust—turning a potential churn event into a loyalty opportunity. 

Pro tip: Leverage AI to orchestrate communications across channels, ensuring customers receive the right message at the right stage of their journey. 

Ready to See What Smarter Document Generation Looks Like? 

Smart Communications helps insurers modernize how they manage and deliver customer communications across policy, billing, and claims. With SmartCOMM, you can streamline document creation, reduce compliance risk, and deliver experiences your customers actually want to engage with. 

For a deeper look at how insurers can leverage document generation software to ensure regulatory compliance and accuracy, request a Demo of SmartCOMM today. 

Frequently Asked Questions 

How is AI impacting insurance document generation? 
AI enhances document generation by enabling smarter personalization, automated content selection, and predictive messaging. With AI, insurers can generate the right message, for the right person, at the right time—without manual intervention. 

Can AI help reduce churn in insurance? 
Yes. AI-powered document generation can improve communication clarity and relevance, which are critical to retaining insurance customers. Predictive analytics can also flag at-risk customers and trigger personalized outreach automatically. 

Is SmartCOMM compatible with AI tools? 
Absolutely. SmartCOMM integrates with AI solutions to power intelligent content automation, dynamic templates, and smarter workflows—so you can scale personalized communication without scaling resources. 

How long does it take to implement SmartCOMM? 
Implementation timelines vary, but many insurers see results in just a few months. Our team works closely with your IT and business units to ensure a smooth transition and fast time-to-value.