HBF, Australia’s fourth largest private health insurer, has selected GMC Software’s next generation Inspire platform to drive a more personalised and streamlined customer communications management strategy.
HBF has supported the health of Australians for 75 years and is now one of Australia’s biggest health funds. HBF has one million members in Australia, with 800 staff across 19 branches. The provider offers a diverse portfolio of insurance products spanning health, car, travel, life, home and contents.
GMC Inspire, the only single-design customer communications management solution that enables the creation, management and delivery of personalised omni-channel communications, will enable HBF to revitalise its member interactions across any platform, including email, print and mobile.
Citing a significant opportunity to win market-share from the multinational health funds operating in Australia, HBF reviewed its customer communications management framework. The review identified that its legacy solution relied heavily on hashing together several disparate systems, creating numerous inefficiencies. The business then set out with a competitive tender process, seeking a partner and single-design solution that would:
- Improve internal efficiencies through faster, more streamlined and cost-effective delivery processes;
- Provide a richer, more personalised content experience for customers, tailored to their interaction preferences (i.e. device and communication channel);
- Drive greater email and digital communications, versus traditional post;
- Ensure complete adherence to brand communications regulations and empower staff to take control of their communications, reducing reliance on the IT team.
GMC Software’s Inspire solution best met HBF’s need and was selected following the competitive tender that also reviewed solutions from three other vendors.