Creating a basis for future-proof customer communication

2. December 2021

Thomas Ruth (l.), Deputy Unit Manager Business Consulting and Jens Beba (r.), Head Output Management & Insurance


Over the years, templates for outgoing documents accumulate on employees' computers – sometimes as standardized templates, sometimes as individual, historically grown files. Over time, new requirements must be met – i.e., to meet changing legal requirements or internal considerations, such as a change in the way employees are addressed (keyword: "You" culture). Or, for example, a rebranding is pending. Now all templates must be adapted so that uniform and legally compliant communication is also possible in the future. Many insurance companies, but also other service providers, experienced this. What needs to be done?


STEP 1 – Create a document inventory


First of all, it is important to get an overview of the existing documents and templates. Therefore, Inacta creates a document inventory together with the customer. All templates are listed, language versions are recorded if necessary and a relationship to the business transaction is established.


In this way, an inventory is available and the documents or templates can be compared with each other. If different systems are used to create the documents, it is also helpful to assign the templates to the respective systems. At the same time, a solid basis for Business Process Outsourcing (BPO) is created. It becomes clear to companies which documents need to be created with which templates.

Alternatively, greenfield approaches have proven successful, in which the customer communication is designed and specified from scratch, largely eliminating the need for the re-engineering work described above.

STEP 2 – Alignment of documents


Once all, or largely all, templates are known, grouping and in-depth analysis can take place. Which contents are identical? Which contents differ? Where does legal content have to be used exactly and, if necessary, in the same way across several templates?


These questions are clarified and resolved with the departments and specialist representatives. This can be done in different applications. Inacta provides a web-based, field-tested specification framework for this purpose. With this, all documents can be specified and cross-references, commonalities, etc. can be made transparent. After a short introduction, the specification framework can also be used by specialist representatives. The representation of future documents developed in this way helps enormously. The effort and the clear structuring are worthwhile in two ways. On the one hand, all essential information is available in centralized form and can be linked. On the other hand, depending on the tool, automated templates can be created for later processing.



If the new templates are then implemented in the system or in several systems, a proper specification helps to significantly reduce the implementation effort. Once the project is complete, the specification framework supports the life cycle management of the templates, creating a long-term advantage.

The specification is also interesting regarding possible archiving. The document types and the important metadata for the archive can already be stored in the specification. Documents are thus stored in the correct file and can be found quickly – there is no need for a time-consuming search.

Contact person


Jens Beba

Head Output Management & Insurance