Customer Communication Management with Quadient Technologies
Project: Customer Communication Management for Marsh Insurance
Duration: 8 Months
Client: Marsh McLennan (New Zealand)
Delivered By: GAGSTEK
Project Overview
The project focused on designing and developing business-critical insurance documents for Marsh Insurance customers in the New Zealand region using Quadient Inspire technology.
The solution automated the generation of all key insurance documents — including contract renewals, policy endorsements, and complex amendments — through scalable workflows supporting both batch automation and interactive editing.
Over an 8-month period, 25 templates were developed, ranging from simple notifications to intricate policy schedules. Out of these, 22 templates are live in production, with additional ones under development as business requirements evolve.
Automation was achieved through Inspire Scaler for batch processing and Inspire Interactive for user-driven customization. This implementation streamlined operations, enhanced document accuracy, ensured compliance with regional regulations, and reduced turnaround time across multiple departments.
Industry, Technology, and Client
Industry: Insurance & Risk Management
Technology Stack: Quadient Inspire Suite (Designer, Scaler, Interactive, Repository, Automation)
Client: Marsh McLennan (Marsh) — a global leader in insurance brokerage and risk management, operating across New Zealand and the APAC region.
The implementation aimed to modernize Marsh’s Customer Communication Management (CCM) ecosystem by reducing manual document creation, improving compliance, and delivering faster, customer-ready outputs.
Business Challenges
Manual generation of policy and renewal documents led to inconsistent formatting and longer turnaround times.
Frequent last-minute regulatory updates required repetitive rework across templates.
Lack of a centralized document framework made it difficult to maintain branding consistency.
Manual review cycles resulted in increased human error and compliance risks.
Solution Overview
To address these challenges, the team implemented a Quadient Inspire-based CCM framework that automated document creation end-to-end.
Key Solution Highlights
Designed a modular base template architecture for shared resources, ensuring faster template creation and easy maintenance.
Developed 25 dynamic templates for different insurance products — from notices to detailed policy schedules.
Implemented conditional logic and dynamic field mapping to personalize content for customers.
Integrated Inspire Scaler for batch automation and Inspire Interactive for on-demand document editing by business teams.
Ensured seamless migration and testing workflows across Development, QA, and Production environments.
Architecture (Conceptual)
Input Data (Policy / Contract Feed)
↓
Quadient Inspire Designer → Template Design & Logic
↓
Quadient Scaler → Automated Batch Document Generation
↓
Quadient Interactive → Real-time Document Editing (Business Users)
↓
Output Channels → PDF, Print Stream, Email Attachments
Role and Responsibilities
As part of the GAGSTEK delivery team, responsibilities included:
Requirement Analysis: Collaborated with business teams to gather template specifications, including input fields, data mapping, document structure, and branding elements.
Template Architecture: Designed the base framework and reusable components (logos, footers, tables, condition blocks).
Development: Built and tested templates using Quadient Inspire Designer, including conditional data layouts and reusable masters.
Testing & Quality Assurance: Performed unit testing and validation before migrating templates to higher environments.
Collaboration: Worked closely with Marsh’s operations and compliance teams to incorporate feedback and ensure business readiness.
Optimization: Enhanced template performance by minimizing resource redundancy and standardizing data mappings.
Technical Highlights
Quadient Inspire Designer used for template development and conditional logic.
Inspire Scaler automated bulk policy document generation.
Inspire Interactive enabled controlled, user-driven document editing.
Centralized Resource Management for logos, branding, and headers/footers.
Automated Testing & Migration between environments for quality assurance.
Template Version Control for efficient change management and auditing.
Results & Business Benefits
✅ Reduced manual effort in document creation by over 70%.
✅ Improved document turnaround time by 60% through automation.
✅ Enhanced compliance and accuracy across all policy outputs.
✅ Standardized branding and layout across all customer communications.
✅ Enabled business users to edit documents dynamically via Inspire Interactive.
✅ Established a scalable, reusable CCM framework for future product lines.
Challenges & Solutions
| Challenge | Solution |
|---|---|
| Frequent regulatory and content changes | Implemented modular templates with reusable resource masters for quick updates |
| Maintaining consistent branding | Created centralized style guides and shared design resources |
| Data variability in input feeds | Used dynamic field mapping and conditional sections in Inspire Designer |
| Manual QA and testing effort | Introduced automated validation workflows before promotion to production |
Security & Governance
Adherence to Marsh McLennan’s data governance and compliance policies
Controlled access and versioning within Inspire Repository
Secure handling of customer data during batch generation and storage
Standard naming conventions and audit trails for all templates and outputs
Reusable Patterns & Recommendations
Maintain modular design for templates to simplify future updates.
Use shared resource libraries for global consistency.
Leverage Scaler + Interactive combination for hybrid automation and editing flexibility.
Implement template metadata tracking for easier governance and reporting.
Client Testimonial
“GAGSTEK’s expertise in Quadient Inspire helped us transform our document communication process.
From manual, time-consuming tasks to fully automated workflows, the new CCM framework has drastically improved accuracy, compliance, and customer experience. The templates are scalable, dynamic, and easy to maintain — perfectly aligned with Marsh’s long-term digital communication strategy.”