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Tag: Global

How the Conversation Cloud™ Earned Leader Status on Four Aspire Leaderboard Grids

Posted on by Scott Draeger

By Scott Draeger, SVP of Product Marketing and Vertical Solutions 

Smart Communications is proud to see Conversation Cloud™ solutions placed in the Leader category on four distinct Aspire Leaderboard Grids in the July 2025 revision of the Aspire Leaderboard. Aspire CCS’ research recognizes early shifts in customer engagement technologies by technology capabilities, vertical industries, firmographics, location, and use cases.  

The Smart Communications team is excited to have fresh research that validates our strong market position and technology, but we’re prouder of how our customers engage with their clients every day. Visit our case study library for more on that. According to the updated vendor profile, “Smart Communications’ strategy is to empower enterprises to transform their customer communications through three core capabilities that directly impact business outcomes.”

Leadership Positions Across Four Market Categories 

Smart Communications earned leadership positions in the following categories on the Aspire Leaderboard’s July 2025 update: 

  • AnyPrem CCM
  • Vendor Hosted SaaS CCM
  • Interaction Experience Management (IXM)
  • CXP markets   

Furthermore, Smart Communications achieved a platform strength score of 97 in Vendor Hosted SaaS CCM—the highest score given to any vendor on any Aspire Leaderboard grid.  

Aspire’s scoring also reflects Smart Communications lead in Go to Market Strategy in both AnyPrem CCM and Vendor Hosted SaaS CCM, recognizing our focus on quickly solving the challenges of the highest stakes communications in highly regulated industries with leading SaaS capabilities.  

The Conversation Cloud Has Grown Since the 2024 Update 

The April acquisition of Joisto brought SmartHUB™’s powerful cloud-native archive capabilities to the Conversation Cloud in June. The addition enables our clients to seamlessly connect their communications and forms from creation to archival and retrieval and Aspire recognized this integrated approach with Leader placements in key Leaderboard grids. Check out the video below to learn more about SmartHUB:


  





Vendor Hosted SaaS CCM: Strong Platform Performance 

In the grid for Vendor Hosted SaaS, Smart Communications earned a platform strength score of 97. Out of 15 vendors evaluated, this represents the highest score for any vendor in any grid in this cycle of the Aspire Leaderboard. This score reflects the clear focus, maturity, and capabilities of Smart Communications’ cloud-native platform architecture.  

Smart Communications’ technology received the highest overall strategy score in this segment, supported by focused go-to-market execution. The Product and Vertical Marketing team members, including Eileen Potter for Insurance, John Zimmerer for Healthcare, Cindy Griffin for Financial Services, Sally Schulte for SmartIQ, and Chris Murphy for SmartCOMM, spend time with customers, prospects, and partners to collect data, refine use cases, and find solutions for the problems of complex communications in regulated industries.  

Interested in more industry- and technology-specific insights from our experts?
Click their names above for more advice to help you optimize the digital experiences you provide your customers. 

Customer Success Documentation 

While Smart Communications’ investment in people contributes to Smart Communications’ reputation as a reliable partner for enterprise transformation through their industry expertise and customer relationships, it also allows us to collect a lot of content. We maintain an extensive library of customer case studies and educational videos that demonstrate practical applications and business outcomes across various industry verticals, providing evidence of successful implementations. 

Our SmartIQ sample library has increased by a third since the last Aspire Leaderboard release, as more ready-to-use experiences are available for common data collection challenges across finance, insurance, and healthcare applications. Check out the video below to see how one our clients, The Bancorp, leveraged SmartIQ to reduce loan origination times by 98%, significantly enhancing the customer experience in this area: 































AnyPrem CCM: Navigating Market Evolution 

The AnyPrem CCM market reflects the present status of CCM technology as new communication applications move to the Vendor Hosted SaaS CCM market at increasing rates. As legacy technologies in the AnyPrem CCM market are decommissioned, this trend will continue to accelerate.  

Smart Communications earned Leader placement on this grid by offering a future-ready route  for organizations seeking to modernize customer and employee experiences. By providing clear migration paths away from many of the outdated technologies featured on this grid, Smart Communications empowers companies to meet the expanding needs of today’s digitally native customers as well as print-first customers. 

IXM: Advancing Interactive Experience Management 

Within the Interaction Experience Management grid, Smart Communications strengthened its position in IXM Differentiation. With a 2025 score of 67, Smart Communications broke from a four-vendor group with the same top score in 2024 to be recognized as the sole vendor with the top score in the differentiation category. Shifting to the scoring for the benefits of IXM, SmartIQ’s score of 70 represents a 40% advantage over the closest competitors, reflecting the transformational business outcomes, as demonstrated by customers like The Bancorp. 

Key Findings from Aspire 

The refreshed Aspire Leaderboards also include revised summaries and descriptions of the Smart Communications business and technology. Aspire observes, “Smart Communications has evolved from individual product offerings to an integrated platform approach, addressing enterprise requirements for seamless integration across multiple communication channels and consistent brand experience.” 

The research also offers, “This [Joisto] acquisition, as well as the launch of SmartPATH, puts Smart Communications in much stronger position for expansion in the rapidly evolving AI landscape, where communications tracking, real-time orchestration, and the analysis of document metadata is a vital component of superior customer experiences.”  




Market Position and Future Outlook 

Smart Communications’ recognition across four Aspire Leaderboard grids reflects a comprehensive strategy that has strengthened the company’s market position as well as the technology stacks of our customers. The combination of technical capabilities, strategic market approach, and customer focus has created competitive advantages across multiple market segments. 

As enterprises continue to prioritize customer communications management projects to meet rising customer expectations and reduce operating expenses, Smart Communications is positioned to support transformation initiatives while delivering measurable improvements in customer experience and operational efficiency. 

Ready to See What The Hype is All About?
Request a demo to see our products in action. Or, for more on how Smart Communications achieved the rankings outline in this blog, access the full Aspire Leaderboard Grids. 

Don’t Let Budget Season Catch You Unprepared: The Critical Importance of Early Vendor Research

Posted on by Scott Draeger

By Scott Draeger, SVP of Product Marketing and Vertical Solutions 

Enterprise software budget processes are easy to delay, until it’s too late. Then, you find yourself stuck with legacy limitations for another year.  

Budgeting is complex and time-sensitive, yet too many organizations wait until the last minute to gather essential vendor information. This reactive approach leads to delayed decisions, incomplete evaluations, and ultimately, poor ROI outcomes that plague your organization for years. 

The Hidden Cost of Inadequate Vendor Research

When budget season arrives and you’re scrambling to compile vendor pricing, feature comparisons, and implementation timelines, you’re already behind. The most successful enterprise software investments begin with thorough vendor research conducted months before budget discussions even start.  

This preparation allows you to present comprehensive business cases backed by detailed cost-benefit analyses rather than rough estimates and hopeful projections. This type of preparation puts your project in position to get a “yes!” 

Transaction Structure: The Make-or-Break Factor for ROI

Beyond basic pricing and features, understanding how flexible vendors can structure their transactions is critical for achieving positive ROI quickly. Many publicly traded vendors are bringing heavy legacy approaches to their SaaS offerings.  

They continue to demand substantial upfront payments, extensive and expensive professional services contracts with high attach rates, and additional fees that delay meaningful returns by years. These legacy models from legacy providers prioritize vendor cash flow over client success, creating financial strain that undermines transformation initiatives. 

A Different Approach to Enterprise Partnerships 

Smart Communications represents a fundamentally different philosophy in vendor relationships. Rather than demanding large upfront investments that strain budgets and delay ROI, Smart Communications partners with clients through multiyear arrangements designed to accelerate time-to-value to deliver profit and performance faster than expected.  

Smart Communications’ innovation isn’t limited to our leading SaaS offerings. Innovation extends through the entire business, offering financing options that enable organizations to begin transformation and migration processes without the crushing financial burden that typically accompanies enterprise software implementations. 

Analyst reports are a powerful source of knowledge when researching vendor options. Get started by checking out our latest insights here. 

 Breaking Down Vendor Silos That Block Your Success

Traditional vendors often operate with internal silos that prioritize their own revenue recognition over client outcomes. This misalignment creates friction throughout implementation and ongoing support. Separate sales teams compete for product revenues in competitive portfolios.  

Any professional services discounts can create carve–outs and revenue deferrals that cause a salesperson to rapidly shift focus to another prospect. Smart Communications’ transaction structure aligns vendor success with client success, ensuring that your transformation goals remain the primary focus throughout the partnership. 

Start Your Research Today 

Don’t wait for budget season to begin your vendor evaluation process. Start gathering comprehensive vendor information now, with particular attention to transaction structures that support rapid ROI achievement.  

Done right, budget discussions will become strategic conversations rather than frantic scrambles that leave you and your customers to deal with legacy limitations for another year. Position your project for success in 2026 by partnering with a vendor aligned to your rapid ROI. 

Not The Decision Maker, But Interested in Making a Change?

Check out “Building a Business Case for Change: How to Secure Stakeholder Buy-In When Purchasing Enterprise Customer Communications Management (CCM) Software” to arm yourself with the right information to make the case for better CCM software. 

Don’t Miss These 4 Key Findings from the 2025 Insurance Customer Experience Benchmark Report

Posted on by Eileen Potter

By Eileen Potter, VP of Insurance Marketing at Smart Communications 

You’ve probably noticed that insurance customers aren’t what they used to be. They’re tech-savvy, time-strapped, and quick to switch providers if they feel overlooked or underserved. So, where should you focus your digital investments in 2025 to meet their expectations and drive ROI? 

That’s the question our new 2025 Global Insurance Benchmark Research set out to answer. We asked thousands of insurance consumers across the globe what matters most to them when it comes to communication, self-service, and digital interactions. Their responses were loud and clear: convenience, speed, and personalization are non-negotiable.

Here’s a preview of what we uncovered, plus how you can turn insights into action. 

1. Customers Won’t Wait Around for Clear, Convenient Communication 

If your customer communications are clunky, confusing, or hard to access, you’re not just losing satisfaction—you’re losing customers. 

In fact, 67% of customers say they’d switch providers if communications fall short. That’s up from 51% in 2023. The expectation? Amazon-like ease across every touchpoint. Younger generations are even less forgiving, with 78% of Millennials and 73% of Gen Z ready to walk if communications disappoint. 

But this is also a major opportunity. Modernizing your communication strategy with mobile-first, self-serve options boosts retention, builds trust, and creates brand advocates. When you exceed expectations, 78% of insurance customers say they’ll recommend your company. 

2. Omnichannel Is an Expectation, Not an Option 

Customers don’t think in terms of “channels.” They just want to get things done fast, from wherever they are. Yet only 55% of insurance customers say they regularly hear from providers on their preferred channel, down from 60% last year. 

 

To close the gap, you’ll need to deliver seamless digital experiences across channels including email, SMS, apps, web, and even encrypted messaging. Why? Because 60% of customers say they trust insurers more when interactions are consistent across platforms. 

Younger customers are especially tuned into this, with 83% of Millennials and 82% of Gen Z likely to use digital self-service instead of picking up the phone. The message is clear: meet them where they are, and they’ll stay loyal. 

3. Digital Forms Are a Make-or-Break Moment 

Here’s something you may not have considered: Your digital forms could be costing you business. 

A full 65% of customers will abandon a form or interaction if it’s too hard to complete. That’s a huge loss, especially when the fix is straightforward: make forms intuitive, mobile-friendly, and fast. Customers want forms that are secure, save their progress, and offer real-time help when needed. 

And the upside? A great data collection experience leads to more than just completion. It drives loyalty, additional purchases, and positive reviews. 

So, if you’re still using fillable PDFs or clunky paper-based workflows, 2025 is the year to upgrade. 

4. AI Can Improve CX—But Only If It’s Done Right 

GenAI offers big promise in terms of personalization and efficiency, but customers still have concerns—especially around data security and ethical use. 

While 61% of insurance customers believe AI will improve CX, nearly half want human oversight on anything AI-generated. The takeaway? Be transparent. Be secure. And always keep people in the loop. 

Used strategically, AI can help you respond faster, boost accuracy, and deliver smarter, more relevant experiences. But without trust, even the best tech will fall flat. 

Want to See the Full Picture? 

If you’re planning your digital roadmap for the year ahead, this report is your guide. It’s packed with data-backed insights on how customer expectations are shifting, where the biggest experience gaps lie, and how to prioritize investments that actually move the needle on satisfaction, trust, and retention. 

The full 2025 Global Insurance Benchmark Report will take you deeper into: 

  • The top digital experiences customers expect right now
  • How communication quality directly impacts loyalty and retention
  • What modern CX strategies are driving the best ROI
  • How to roll out AI with transparency and impact 

Don’t guess where to spend—let your customers show you. Access your complimentary copy of the report today. 

 

About the Author 
Eileen Potter is the Vice President of Vertical Marketing, Insurance at Smart Communications. She has more than 25 years of insurance and insurance technology experience with both Property & Casualty and Life & Annuity, including insurance operations on both the agency and company levels. Eileen has worked in independent agencies and MGA operations in a variety of roles, including commercial marketing and underwriting. Her software background includes time spent working in services, product marketing, and sales support. 

Smart Spotlight: Mustafa Kazmi on Life at Smart

Posted on by Dani Duffy

By Smart Communications 

At Smart Communications, we believe that progress is powered by people—those who bring fresh perspectives, tackle challenges head-on, and go the extra mile to make a difference. Our Smart Spotlight series celebrates individuals who are shaping our future through their dedication and ingenuity. 

For the second feature in the series, we’re excited to recognize North American Application Support Manager, Mustafa Kazmi. Known for his thoughtful approach and strong problem-solving skills, Mustafa consistently finds innovative ways to elevate our technical capabilities and support our long-term goals.  

Join us as we take a closer look at Mustafa’s contributions and discover how his mindset and passion for improvement are helping Smart Communications move forward. 

 

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

I’m the manager of the North American Application Support team, and I’ve been with Smart Communications since June 2007—over 18 years now! I joined the company—then Thunderhead—as a Junior Support Analyst. In 2018, I was given the opportunity to become the North American Support Manager.  

I’m lucky to work alongside some incredible leaders, including Smart Communications’ CCO, Hitesh Bhindi, and Venkat Bandi, Global Support Director, who I want to specifically thank for their leadership. They have empowered us and created an environment where leaders on the CCO team can truly thrive. Being part of an organization led by someone like Hitesh—and working with mentors like Venkat—has been a big part of my journey here. 

2. What’s kept you at Smart Communications all these years? 

It’s the combination of purpose, people, and growth. I’ve had the chance to work on impactful projects that truly matter to our customers. I’ve also been surrounded by teammates and leaders who value collaboration, trust, and innovation. Most importantly, Smart Communications has always given me opportunities to grow—whether it was stepping into new roles, developing leadership skills, or contributing to global initiatives. It’s rare to find a workplace that consistently challenges and supports you, and I’m grateful to have found that here. 

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

I was born in Pakistan and raised in Virginia and earned my Bachelor’s Degree in Information Technology from George Mason University in Fairfax, Virginia. After University, I decided to move to California to be closer to my brother, who‘d been living there for several years and always raved about the lifestyle and weather. After I moved, the rest of my family followed, and we’ve all been in California since May 2006. 

The reason that I chose Smart Communications when I started here in June 2007 was that it was an innovative company, and the company was leading the CCM space. This excited me and I am so grateful to have been able to contribute to the success of Smart Communications throughout the years. 

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

You need a strong technical foundation, solid problem-solving skills, and the ability to communicate clearly with both technical and non-technical people. Being curious and willing to learn is key, too. Things are always changing, so adaptability and a collaborative mindset really help you thrive here. 

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

I love connecting with people—that’s really what drives me. I get to connect with my team every day, helping them grow, resolve issues, and providing guidance when they need it. Whether it’s answering process-related questions or helping them get unstuck, I enjoy being that person they can turn to. 

I also love connecting with our customers. I speak with them daily, especially in challenging situations like escalations. I take pride in calming things down, showing them we’re on top of it, and giving them confidence that we’ll find a solution. Even though it can be tough, I genuinely enjoy that part of the work. 

Another aspect I value is the global nature of our Support Team. My manager, Venkat Bandi, is in Australia, I work closely with my counterpart in EMEA, Application Support Manager, Daniel Skerratt, along with APAC Application Support Team Leader, Prathiba Mahindra, and NAM Application Support Team Leader Jordan Peters.  We regularly collaborate across time zones. I enjoy bouncing ideas off each other and finding new ways to improve how we support our customers.  

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

Outside of work, I’m all about family. I live with and care for my parents, which I’m immensely proud of. Most of my time goes to my wife and our two young kids—a five-year-old son and a three-year-old daughter. Whether it’s school drop-offs, soccer, Taekwondo, or just playing together, being a hands-on dad is my biggest focus. I also take a lot of pride in being a supportive husband and son. Family means everything to me. 

Interested in Working at Smart? 

Mustafa’s story is just one of many inspiring examples of how our employees drive innovation and make Smart Communications a fantastic place to work. We’re always on the lookout for talented individuals who are passionate about creating impactful change. 

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

Archive and Retrieval in the AI Era: Why Legacy Solutions Fall Short

Posted on by Scott Draeger

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

The artificial intelligence revolution is fundamentally changing how organizations interact with their archived communications—and your legacy archive and retrieval systems simply weren’t built for the challenges of today. 

The Legacy Problem: Built for a Different Era 

Traditional archive and retrieval technologies were built generations ago, with a spike for Sarbanes Oxley-driven retention requirements. Back then, storage was expensive, and retrieval requests during a seven–year retention period were rare.  

These systems met the legal needs of archiving single-channel communications for long periods of time. However, they were optimized around a simple assumption: Organizations would store vast amounts of data but rarely access it. These vendors’ pricing models and technical architectures assumed a low retrieval-to-storage ratio. The AI era is set to radically challenge those assumptions. SmartHUB™ is prepared to meet tomorrow’s challenges.   

The AI-Driven Shift: From Storage to Active Intelligence 

Today’s AI-powered applications are transforming archived communications from static repositories into dynamic, intelligent resources that streamline operations and improve customer experiences. Three key use cases are driving unprecedented demand for retrieval capabilities: 

Customer Self-Service: AI-guided applications now help clients navigate their communication history independently, and SmartHUB surfaces the most relevant documents and interactions with easy integrations. What once required extensive cross-system integrations is now easily available via scalable cloud applications that support your intelligent search and recommendation systems. 

Context-Rich Employee Interactions: Customer-facing applications create AI-generated summaries of months of multichannel communications in real-time, enabling more informed, personalized interactions that access PDF, HTML, email, SMS, and other communication channels. SmartHUB’s scalable retrieval quickly delivers relevant communications to reduce interaction times and increase customer satisfaction. 

AI Training and Optimization: Organizations are mining their communication archives to train AI systems, using historical customer experiences to improve future interactions and identify patterns that enhance service delivery. SmartHUB’s scalable retrieval can quickly supply millions of documents for analysis.  

The Cost Reality Check

As the AI era unfolds, it’s time to evaluate your legacy solutions against the new metrics that matter today and tomorrow: 

  • What will happen when your retrievals multiply by 10x, 100x, or even 1,000x? Legacy pricing models weren’t designed for AI applications’ appetite for data, information, and documents.
  • How will you integrate decades-old archive systems with cutting-edge AI technologies? Most legacy platforms lack the APIs and flexibility required to integrate with today’s AI technologies, especially on– premises technologies.
  • Can you deliver the real-time context that today’s customer experiences demand? Slow, batch-oriented retrieval processes can’t support AI applications that need instant access to communication history.

SmartHUB: Archive and Retrieval – Ready for AI 

SmartHUB addresses these challenges head-on with three core capabilities: 

Efficient Storage: Modern compression and indexing technologies that reduce storage costs while maintaining full searchability and compliance. 

Scalable Retrieval: High-performance architecture designed for the frequent, complex queries that AI applications demand—without the cost penalties of legacy systems. 

Rapid Migrations: A cloud-native architecture built with migration in mind lets you leave behind your legacy archiving technology, preserving decades of valuable communication data without the burdens of your legacy technologies. 

The Time to Act is Now 

The AI era isn’t coming—it’s here. Organizations that adapt their archive and retrieval strategies now will gain competitive advantages through better customer experiences, more efficient operations, and AI-powered insights drawn from their communication history. 

Those that wait risk being trapped by legacy systems that can’t scale to meet AI’s demands, facing spiraling costs and missed opportunities as their competitors leverage decades of communication data to deliver superior customer experiences. 

SmartHUB provides the foundation for archive and retrieval in the AI era. Are you ready to future proof your communication archives? 

About the Author 
Scott Draeger is the SVP of Product Marketing and Vertical Solutions at Smart Communications. He has a passion for collaboration, and over 25 years of innovating customer communications technology, around the globe. He focuses on improving communications for the recipient while improving performance for the business. He started as a document designer using a collection of hardware and software technologies, before moving to the software side of the industry. He finds connections across disciplines with certifications in graphic design, customer experience, electronic documents, and an MBA in international business.

How Smarter Archiving Builds Stronger Businesses 

Posted on by SmartComm

By Smart Communications 

For years, archiving has taken a backseat—a necessary function, but rarely a priority. It was where documents went to be stored, just in case. But the world has changed. Today, organizations are under increasing pressure to retain, access, and prove the integrity of their data. That makes archiving more than a compliance checkbox—it’s becoming a vital part of delivering better service, protecting the business, and staying ahead.  

If your current system still lives on-premise or was added as an extension to an ERP or ECM years ago, it may be time for a rethink. Chances are, it’s not keeping up with today’s demands—and it could be holding you back. 

Why Archiving Deserves a Closer Look  

In recent years, regulators have made it clear: archiving isn’t optional, and it can’t be sloppy. By mid-2023, the U.S. Securities and Exchange Commission (SEC) had issued 30 enforcement actions and over $1.5 billion in penalties to firms that failed to properly retain electronic records like texts and chats, while data protection authorities across Europe issued €1.2 billion in fines in 2024. Some individual US banks were fined up to $125 million.   

These weren’t isolated incidents—they were warning signs. For financial services, insurance, healthcare, and government organizations, the message is clear: outdated, fragmented archiving tools are no longer good enough.  

And it’s not just about storing PDF documents and emails anymore. Customers now engage across dozens of channels. At the same time, regulations like GDPR, and ISO standards are getting stricter—demanding that organizations store, retain, and dispose of data securely and responsibly. The right archiving software helps automate that process and puts your team in a better position to respond when it matters most. 

A Smarter Way to Archive 

Archiving might not always be in the spotlight, but when it’s done right, it quietly powers better outcomes across the business:  

Speed and responsiveness – Teams can instantly find and retrieve critical documents—like contracts, statements, or policy details—when a customer or regulator needs them.  

Compliance and peace of mind – Built-in audit trails, encryption, and retention rules help meet evolving regulations and reduce risk.  

IT and operational efficiency – Cloud-native platforms lighten the load for internal teams, with no hardware to maintain and updates that happen automatically.  

In healthcare, for example, HIPAA requires certain records to be stored for at least six years—and securely deleted after that. A 2024 industry survey found that nearly half of U.S. healthcare providers still rely on local servers or EHR systems for archiving, and about 50% plan to retire seven or more legacy systems in the next few years.  

Modernizing this infrastructure isn’t just about compliance. It’s about making life easier for the people using it.

Better for Customers. Better for Teams.  

When a customer requests a copy of their agreement, plan, or notification, they’re often doing so at a critical moment—during a claim, a renewal, or a major life event. A slow or incomplete response can erode trust. With a modern archiving platform, role-based access controls enable select employees to search, find, and deliver what’s needed in seconds—or better yet, customers can securely access the documents themselves through self-service. No delays. No IT tickets. Just answers when they matter most. 

What to Look for in Archiving Software Today  

If you’re re-evaluating your archiving strategy, here’s what modern solutions like SmartHUB™ offer:  

  • Immutable and audit-ready storage – Secure, tamper-proof data with clear trails of access and activity. 
  • Lightning-fast retrieval – Locate what you need, instantly—even across millions of communications. 
  • Cloud-native scalability – Built for growth, with zero on-prem maintenance and always-on updates. 
  • Granular access controls – Role and department-specific permissions with rich metadata tagging. 
  • Built-in compliance – Support for GDPR, ISO 14641, and WCAG 2.1 Level AA compliance and more. 
  • Automated retention policies – No more manual deletions—let the system handle it. 
  • User-friendly experience – Multilingual, intuitive design drives faster onboarding and adoption. 
  • Flexible integrations – Works easily with CRMs, ERPs, and other everyday tools. 
  • Unified access across teams – A single source of truth for archived communications. 
  • Low lift for IT – Quick deployment with minimal ongoing maintenance.   

Archiving for the AI Era

 Archiving needs have changed—and they’ll keep changing as AI plays a bigger role in how we work. Historically, most archived documents were rarely accessed. But that’s no longer the case.  

Today, AI-enhanced tools are increasingly retrieving archived communications to provide context during customer interactions, fuel smarter self-service, and help teams make better decisions faster. That shift makes high-speed, high-volume retrieval just as important as secure storage—and it highlights the need for modern platforms designed to support a new era of speed, intelligence, and scale.  

Moving Forward with Confidence  

Modern communications require modern archiving. It’s not just about storing documents—it’s about building a smarter, more connected foundation for how your organization handles information.  

It’s time to move beyond outdated systems. Explore how SmartHUB makes modern archiving work for your business—securely, efficiently, and at scale.  

How Health Insurance Document Automation Transforms Policyholder Communications

Posted on by John Zimmerer

By John Zimmerer, VP of Healthcare Marketing at Smart Communications 

In the rapidly evolving landscape of health insurance, the need for efficient, compliant, and personalized policyholder communications has never been more critical. Health IT professionals are tasked with navigating complex regulatory environments, ensuring data security, and delivering high-quality communications to members. Yet some companies still rely on manual processes, legacy systems, or ad-hoc communication tools that can hinder efficiency and consistency.  

Health insurance document automation platforms and customer communication management (CCM) systems play a pivotal role in achieving these goals. This blog post:  

  • Details the key steps of the document production process
  • Outlines some of the regulations and compliance considerations across the United States, United Kingdom, Germany, and Australia
  • Highlights the benefits of adopting a modern, cloud-based CCM solution 

Automating the Document Production Process for Policyholder Communications 

Health insurance IT and lines of business are responsible for a myriad of member-facing communications. These include benefit booklets, policy documents, statements, and other critical communications that must be accurate, timely, and compliant with regulatory standards. Document automation platforms and CCM systems are essential tools in this process, enabling health insurers to streamline operations, reduce errors, and enhance member engagement. 

The document production process for member-facing communications involves several key steps: 

1. Content Creation: Drafting the initial content, often using templates to ensure consistency. 

2. Review and Approval: Multiple stakeholders review the documents to ensure accuracy and compliance. 

3. Formatting and Design: Applying branding and formatting to make the documents visually appealing and easy to read. 

4. Distribution: Delivering the documents to members through various channels, such as mail, email, or online portals. 

CCM solutions play a crucial role in this process by automating repetitive tasks, reducing errors, and ensuring consistency across all communications. These platforms offer features like template management, workflow automation, and integration with other systems to streamline the document production process and transform policyholder communications. 

Health Insurance Document Automation Regulations and Compliance 

Compliance with regulations is critical in the healthcare industry. Member-facing documents must adhere to standards set by regulatory bodies like the Centers for Medicare & Medicaid Services (CMS) and the National Committee for Quality Assurance (NCQA) in the United States. These regulations ensure that communications are clear, accurate, and timely. For example, the Medicare Communications and Marketing Guidelines (MCMG) outline specific requirements for the content and distribution of member communications. 

Beyond the United States, regulatory frameworks in the United Kingdom, Germany, and Australia also play a significant role in shaping policyholder communications. 

A Modern CCM Solution for Health Insurance Communications 

A leading cloud-based CCM platform can be transformative for health insurers seeking to scale personalized, interactive communications across digital and traditional channels. These solutions enable organizations to meet rising expectations around engagement, compliance, and operational efficiency. Below are several core features and benefits of an advanced CCM platform built for the complexities of health insurance communications. Key capabilities should include: 

1. Omnichannel Communications 
A modern communication platform empowers insurers to engage policyholders via their preferred channels—email, SMS, print, and digital portals—ensuring a seamless and consistent experience across touchpoints. 

2. Template Management 
Using a single-template model, top-tier CCM systems simplify the development and maintenance of documents. This agility allows insurers to respond quickly to regulatory updates, product changes, or the need to onboard new distribution channels. 

3. Approval Workflows 
Integrated approval workflows ensure all content undergoes the necessary compliance checks before it reaches policyholders, minimizing risk and streamlining collaboration across departments. 

4. Audit Trails 
Comprehensive audit capabilities create a traceable history of all edits, approvals, and publication steps. This transparency is critical for passing regulatory audits and maintaining governance. 

5. System Integration 
A robust document automation solution integrates easily with ecosystem partners such as HealthEdge, Pegasystems, and Salesforce. These integrations reduce IT dependencies and ensure data flows freely across systems to support dynamic, personalized communications. 

Business Benefits 

1. Efficiency Gains: 
By consolidating disparate communication processes into a unified cloud CCM solution, organizations can reduce template maintenance by up to 95%, leading to faster turnaround times and fewer errors. 

2. Cost Reduction: 
Health insurers using cloud-native CCM tools frequently report measurable cost savings—ranging from shorter implementation cycles to the redeployment of full-time staff toward strategic initiatives. 

3. Enhanced Member Experience: 
Interactive, targeted messaging contributes to better policyholder experiences. A personalized approach drives stronger engagement, trust, and satisfaction—critical differentiators in today’s competitive healthcare environment. 

4. Regulatory Compliance at Scale: 
With built-in controls and centralized management of content, regulatory updates can be applied across a communications portfolio with minimal effort. This proactive approach reduces compliance risks while keeping messaging accurate and up to date. 

5 Reasons to Use SmartCOMM for Document Automation 

Health IT professionals familiar with document automation should consider adopting SmartCOMM for several compelling reasons: 

1. Regulatory Compliance 

SmartCOMM’s robust compliance features ensure that all member communications adhere to regulatory standards across multiple jurisdictions. The platform’s built-in approval workflows, audit trails, and template management capabilities help organizations stay compliant with regulations like HIPAA, GDPR, and other regulations in the United States, United Kingdom, Germany, and Australia. 

2. Efficiency and Cost Savings 

By automating the document production process, SmartCOMM significantly reduces the time and effort required to create, review, and distribute member communications. This leads to substantial cost savings and allows health IT professionals to focus on more strategic initiatives. The platform’s integration capabilities further enhance efficiency by streamlining workflows and reducing IT reliance. 

3. Enhanced Member Experience 

Personalized and interactive communications are key to improving member engagement and satisfaction. SmartCOMM’s omnichannel capabilities ensure that members receive consistent and relevant communications through their preferred channels, making interactions more meaningful and effective. 

4. Scalability and Adaptability 

SmartCOMM’s cloud-based architecture allows organizations to scale their communication efforts effortlessly. The platform’s single-template approach and real-time updates enable health insurers to quickly adapt to regulatory changes, new product launches, and emerging communication channels. 

5. Integration with Existing Systems 

SmartCOMM integrates seamlessly with other core systems, enhancing operational efficiency and reducing the need for extensive IT resources. This integration capability ensures that health IT professionals can leverage existing investments while optimizing their communication processes. 

Conclusion 

In the complex and highly regulated world of health insurance communications, the need for efficient, compliant, and personalized member interactions is paramount. Document automation platforms and CCM systems like SmartCOMM offer powerful solutions to meet these challenges to help transform policyholder communications.  

By leveraging sophisticated cloud solutions, health insurers can ensure regulatory compliance, improve operational efficiency, enhance member experience, and adapt to changing communication needs.  

Ready to learn more about optimizing policyholder communications? 

Request a demo to see our document automation capabilities in action. 

 About the Author 
John Zimmerer is the Vice President of Vertical Marketing, Healthcare at Smart Communications, where he acts as a subject matter expert on the digital transformation of customer communications and data-centric, often form-based workflows. Most recently, John has been researching and writing about improving customer experience in healthcare and is regarded as a thought leader in this area. John has over 20 years of software product marketing experience. His areas of expertise include market research, analyst relations, public relations, and digital marketing.

The High Price of Bad Data: Why It’s Hurting Your Business More Than You Think

Posted on by SmartComm

By Smart Communications

You rely on data to guide everything from customer interactions to strategic decisions. But what if the data you’re using is flawed? Whether it’s incomplete, outdated, or just plain wrong, bad data is silently eating away at your business performance—and it’s costing you more than you realize. 

In our recent webinar, “Intelligent Interactions to Drive Intelligent Content,” we explored how content is a key component for organizations to engage and support customers. Critically, business leaders are also recognizing that the way the company interacts with its customers is a cornerstone of retention.  

We explored those themes in an earlier post, which you can read here. In this article, we’ll focus on how the data your business is able to capture will inevitably inform the content you deliver. 

The Hidden Costs of Inaccurate or Incomplete Data 

It’s easy to underestimate the real impact of poor data quality. Maybe your CRM has duplicate records, or perhaps your forms aren’t capturing all the necessary fields. These issues may seem minor, but they can snowball into bigger problems fast. Before you know it, you’re spending hours manually cleaning records, chasing down missing information, or reworking campaigns that never should’ve launched in the first place. 

Every misstep adds up: wasted marketing spend, lost revenue, poor customer segmentation, and missed sales opportunities. And the damage isn’t limited to your marketing team—every function across your business feels the effects. When your data’s off, your outcomes will be too. 

How Bad Data Impacts Decision-Making and Customer Trust 

When your decisions are built on shaky data, your strategy suffers. You might be prioritizing the wrong markets, personalizing the wrong messages, or automating journeys that don’t resonate. Poor targeting leads to poor results, plain and simple. 

More importantly, bad data erodes trust. Your customers notice when emails are addressed incorrectly, when they’re asked for the same information multiple times, or when your digital experiences just don’t line up. These gaps chip away credibility—and once trust is gone, it’s hard to win back. 

You’re also limiting the potential of your AI and analytics investments. Intelligent systems are only as good as the data they’re trained on. Feed them bad data, and you’ll get unreliable insights and automated processes that miss the mark. 

Intelligent Content Starts with Intelligent Data 

If you’re serious about delivering intelligent content, you need intelligent data. That means structured, complete, and actionable information from the start. And that starts with how you collect it. 

SmartIQ™ empowers you to capture better data through intelligent digital forms and adaptive interviews. You’ll eliminate rework, reduce human error, and accelerate workflows across departments. It’s not just about collecting information. Your organization should focus on capturing customer data in a way that’s validated, integrated, and ready to use. 

With sophisticated data collection software, you can bolster integrity in the content creation process. That means your content isn’t just accurate—it’s dynamically tailored, personalized, and delivered with speed and confidence. 

Turning Things Around: A Smarter Approach to Data Collection 

So how do you fix a bad data problem? You start at the source. Your data collection processes need to be as smart as the insights you want to deliver. Look at the front lines and ask yourself these questions:  

  • Are your forms and workflows designed to reduce friction?
  • Are they integrated into your core systems so data flows where it needs to go—cleanly and automatically?
  • Are you minimizing manual entry and validating fields in real time? 

Equipped with a no-code data collection platform, business users can build intelligent, guided digital interactions that not only improve customer experiences but ensure that every piece of data is complete, accurate, and instantly usable. 

Stronger data means more personalized journeys, more reliable analytics, more impactful automation, and better business outcomes overall. 

Bad data isn’t just a technical issue, it’s a strategic one; or rather, a lack of strategy. If you want to serve up better content, ultimately enhancing customer experiences and retention, you have to fix your foundation first. 

Like What You’ve Read and What to Dig Deeper? 

Watch the on-demand webinar to explore more insights or reach out to our team if you’re ready to think differently about how your content can work smarter. 

 

AI in Financial Services: Why Incremental Innovation is a Smart Path Forward

Posted on by Cindy Griffin

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

News about artificial intelligence (AI) in financial services is everywhere. From new model launches to agentic AI to meme prompts (e.g., turning your pet into a human), it’s inescapable. Many organizations, however, are struggling with how to implement AI in a responsible way while also quickly taking advantage of AI’s capabilities.  

In particular, AI is magnifying security risks in the financial sector. JPMorgan’s Chief Information Security Officer’s recent Open Letter to Third Party Suppliers emphasizes “prioritizing security over rushing features” by “placing it equal to or above launching new products.” So, how does an organization operating in a highly regulated industry like financial services carry out this dual mandate to integrate AI and prioritize security? 

JPMorgan has taken a top-down approach to AI, with the appointment of a Chief Data and Analytics Officer to oversee AI initiatives in 2023 and the deployment of a proprietary large language model, LLM Suite, in 2024. However, since most financial services firms don’t have the resources of JPMorgan, AI implementation in this way isn’t typically practical. Likewise, most firms don’t have the luxury of having a powerful Chief Information Security Officer who can tell third–party suppliers how they need to approach security.  

Incremental Innovation in AI 

Incremental innovation offers a solution for financial services firms that lack JPMorgan’s resources but want to implement AI in a responsible, secure way. What is incremental innovation? Cutter Associates defines incremental innovation as “leveraging technology to make small tweaks to existing workflows and processes to create outsized gains in operational efficiency.” 

In addition to being more budget friendly, incremental innovation builds on existing applications using AI, which allows for manageable scaling and risk mitigation. For example, many firms already use AI or machine learning for predictive analytics in areas like fraud detection or risk assessment. Building on existing AI use cases could help firms advance AI within their organizations while keeping security top of mind. Each incremental advancement would be, by definition, small and could be tested in focused groups to avoid exposing the entire organization to potential security threats. Incremental innovations would also allow firms to be more agile in responding to potential process breakdowns. 

However, not all AI progress will come from within. As firms look to scale more rapidly or solve complex problems, they may turn to third-party suppliers offering comprehensive AI solutions. While these integrations can promise significant improvements, they also introduce a different set of risks. If a third-party supplier’s AI integration is advertised as the solution to a whole host of issues, consider the impact on the organization if something went wrong. 

AI Adoption Vs. Financial Services Regulations 

The emerging regulatory environment will also guide financial services firms’ adoption of AI. For example, the EU Artificial Intelligence (AI) Act classifies AI use according to risk. Financial services firms find many activities fall under high risk or limited risk, which require strict obligations before going to market or specific transparency obligations, respectively. The EU AI Act helps organizations determine the overall business risk when deploying AI. Financial services firms should be prepared that the influence of the EU AI Act may arrive in the U.S., one state at a time, each with intricate differences. 

Financial regulators in the U.S. have been cautious about adopting AI-specific rules, preferring to provide guidance around existing rules. Even this information can influence how AI is used in financial services firms. For example, in May 2024, FINRA provided guidance on Rule 2210 (Communications with the Public) in an FAQ. The report also noted that communications with the public—whether generated by a human or AI (chatbot)— would be governed by the same rules. In addition, an early executive order of the current administration seeks to remove barriers to American leadership in AI. While the executive order doesn’t have any new AI-specific rules or regulations, it’s indicative of the potential for rapid change in AI regulations.   

Regardless of the regulatory environment, financial services organizations that rely on incremental innovation to adapt to new regulations over time reduce the risk of non-compliance caused by rapid changes. 

Not sure what questions you should ask vendors about AI and customer communications? Take the guesswork out of it with ‘11 Questions to Ask When Evaluating CCM Software’. 

How Does Smart Communications Approach AI Innovation? 

To help organizations safely and strategically incorporate AI, Smart Communications provides a customer communications management solution with integrated AI. SmartCOMM™ establishes a solid foundation for financial services firms to balance incremental innovation in AI with a strong security and governance posture. Integrated AI technology offers the ability to translate content into different languages and adjust the reading level, tone, and formality of customer communications.  Why does our approach to AI matter?  

  • Governance is in your hands. SmartCOMM’s AI integration is an opt-in feature; it is turned off by default. If your firm is not ready to deploy AI in this manner, it’s not a required feature of SmartCOMM.
  • Content provenance matters. In highly regulated industries like financial services, the ability to audit data or content is not only helpful, but in most cases required by regulators. SmartCOMM logs events where AI is employed enabling ease in forensic searches of AI-impacted communications.
  • Your data won’t be used as training data. SmartCOMM does not share your organization’s data to train the LLM.
  • Security comes first. Any AI use will not come at the expense of jeopardizing our commitment to data security and governance.
  • Function is prioritized over flash. Any AI integration will be based on usefulness to our customers and how it helps them achieve their goals. We’re not integrating AI for AI’s sake alone.  

Ultimately, when leveraging AI in financial services use cases, organizations will need to be transparent, explanatory, and secure in client communications. Firms that adopt AI through incremental innovation and stay compliant with evolving regulations will strengthen, not weaken, their client relationships. 

To discover how your organization can leverage AI in financial services through incremental innovation, request a demo.  

 

About the Author 
Cindy Griffin is the Financial Services Vertical Marketing Specialist at Smart Communications. She has more than 25 years of experience in financial services marketing and business development, performance analysis, product and risk management, and compliance integration. Cindy has broad knowledge of the financial services space having worked for institutional investment managers, retirement services providers, and wealth managers in a variety of roles. In addition, Cindy worked in business development for a software provider with a primary focus on the financial services vertical. 

Smart Communications Positioned as a Leader in the 2025 Aragon Research Globe for Workflow and Content Automation

Posted on by Scott Draeger

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

Today, many organizations continue to struggle with automating document-centric processes. The 2025 Aragon Research Globe for Workflow and Content Automation (WCA) evaluates the complexities around these areas at a key inflection point. The report highlights workflow and content automation as a critical differentiator for enterprises seeking to enhance customer experiences while improving operational efficiency. Smart Communications is proud to be recognized as a Leader in this important report for the fifth consecutive year, with our best positioning ever. 
 
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The Changing Landscape of Workflow and Content Automation

According to Aragon, the constantly changing workflow and content automation market is poised for a faster pace of change in the next year, and the positioning of the vendors indicates that some former leaders have lost ground in terms of both strategy and performance. 

Aragon predicts that workflow and content automation providers will offer intelligent content assistants, and Smart Communications recently showcased our current and upcoming technologies at our INNOVATE ‘25 events in New Orleans and Sydney. The shuffling in the Leader group represents a transformation in how enterprises should approach document automation. 

The Age of AI in Content Automation

The 2025 Aragon Research Globe highlights that “we are now in the age of AI in content automation.” With new generative AI capabilities, enterprises will automate more document processes faster than ever. As Intelligent Content Assistants and task-focused AI Agents redefine the technology landscape, Aragon positions Smart Communications as a leader. 

This evolution is particularly relevant for enterprises still operating legacy Customer Communications Management (CCM) platforms that have yet to explore the next wave of content automation. As noted in our recent blog, “Is Legacy CCM a Hidden Liability in Your Enterprise CX?,” organizations continuing to rely on outdated communication platforms aren’t simply deferring modernization—they are accepting constraints on customer experience capabilities and operational efficiency. 

Smart Communications: Leading the Transformation

Aragon Research highlights several key strengths of Smart Communications, recognizing how SmartCOMM™, SmartIQ™, and SmartDX™ deliver a complete solution for workflow and content automation. Smart Communications’ Conversation Cloud platform supports digital, two-way customer interactions for critical processes like onboarding, servicing, and statement delivery. 

The Future of Workflow and Content Automation

Smart Communications is well-positioned to lead this transformation. Our recent acquisition of Joisto, a provider of cloud data archival and management solutions, further enhances our capabilities in managing the complete document lifecycle. Joisto’s pure cloud-based archive solution, designed with comprehensive APIs for seamless integration across diverse corporate systems, complements our existing offerings and strengthens our position in the market. 

The Bottom Line

The report concludes with, “The convergence of workflow automation and generative AI is transforming how enterprises manage content across the entire document lifecycle. Organizations must strategically identify high-value document journeys for AI enhancement, starting with customer-facing processes.” 

Smart Communications is proud to lead the market during this pivotal convergence, providing enterprises with the tools they need to automate document-centric processes, enhance customer experiences, and drive operational efficiency.  

Our position as a Leader in the 2025 Aragon Research Globe for Workflow and Content Automation reflects our commitment to innovation and our ability to deliver solutions that meet the evolving needs of our customers.  

We are excited to share this report with the market, and we look forward to continuing the conversation with you.  

About the Author
Scott Draeger is the SVP of Product Marketing and Vertical Solutions at Smart Communications. He has a passion for collaboration, and over 25 years of innovating customer communications technology, around the globe. He focuses on improving communications for the recipient while improving performance for the business. He started as a document designer using a collection of hardware and software technologies, before moving to the software side of the industry. He finds connections across disciplines with certifications in graphic design, customer experience, electronic documents, and an MBA in international business.