Mountain West Farm Bureau Identifies Smart Communications as a Force Multiplier in Creating Operational Efficiencies and Enhanced CX

Insurer Adopted Customer Communications Management Cloud Technologies to Achieve Speed, Agility and Drive Digital Transformation

London and New York – October 24, 2023 – Smart Communications, a leading technology company focused on helping businesses engage in more meaningful customer conversations, today announced that Mountain West Farm Bureau and its subsidiary 360 Insurance Company are leveraging Smart Communications cloud solutions. By migrating its CCM system to the cloud, Mountain West improved operational processes by providing employees with industry-leading technology tools while delighting customers with an unparalleled digital experience.

To meet their requirement for continuous innovation, Mountain West looked to implement best-in-class cloud technologies that would integrate with Guidewire Cloud. They selected the Smart Communications Conversation CloudTM platform to deliver and manage personalized, omnichannel conversations across their customers’ full life-cycle relationship with them. With this new platform in place, they look forward to engaging in smarter customer conversations.

By leveraging Smart Communications, Mountain West was able to:

  • Achieve over $3M in annual savings by consolidating the number of policy administration tools used from 5 to 1, reducing IT reliance, and lowering processing and mailing costs.
  • Create automated workflows for agent and customer activities.
  • Update document presentation with the redesign of 1,758 document templates delivered through trigger events in Guidewire Cloud.
  • Deliver high-touch interactions throughout the policy and claims lifecycles, including the ability to send personalized messages through the customer’s preferred channel of print, email, and SMS messages.

“In addition to the operational efficiencies gained through platform unification and standardization, this technology enables us to provide an exceptional customer experience with smart personalized conversations, which helps to build trust with our policyholders,” said Tim Hays, CIO of Mountain West Farm Bureau and 360 Insurance Company.

In 2022, Mountain West Farm Bureau and Smart Communications were jointly recognized by Guidewire with an Innovation Award. This award is given to customers who are adapting to an accelerating pace of industry change and evolving customer needs in innovative ways. Learn how Mountain West Farm Bureau is transforming customer conversations with Smart Communications in this case study and by watching this video.

About Smart Communications:

Smart Communications provides the platform that leading organizations trust to deliver personalized, consistent, and compliant conversations across all touchpoints and channels. The Conversation Cloud™ consists of SmartCOMM, for enterprise-scale customer communications, SmartIQ for digital forms transformation, and SmartDX for trade documentation. Over 650 enterprise organizations across the globe rely on Smart Communications to simplify and automate complex processes and deliver highly secure, frictionless experiences across the customer lifecycle. To learn more, visit