Snap polls reflect questions posed by members of the Celent Executive Panel, a group of C level executives in the insurance industry. This snap poll came from an insurer that is looking for insights on enterprise architecture practices.
This deck provides a summary of the responses to a Snap Poll conducted May 5-14, 2025. Questions for a snap poll come from one of the other members of the panel. The snap poll was fielded to select members of the Celent Executive Panel, a group of C level executives in the insurance industry. 21 insurers responded to this survey over the course of a week.
If you are an insurer and are interested in participating and receiving these snap polls, please email kcarnahan@celent.com to verify eligibility.
The question that was posed was:
Background:
This insurer is hoping to gain insight into how other insurers handle content management and content creation. They’re interested in your experience implementing and managing CCM solutions. They’re also interested in any insights on the costs tied to client communications as they are trying to create the appropriate business case.
Questions: Regarding a replacement:
• Our firm is currently on a mainframe application. Where are you? Did you migrate to a newer technology or stay on the mainframe, or are you stuck in the middle?
• If you haven't migrated, are you looking to do so? if not, why not?
• If you have migrated to a newer product, which one did you migrate to? Would you choose it again?
• If you have migrated, how long did it take?
• Did you do the migration yourself? With a system integrator? Or did the vendor take it on themselves?
• Thinking about the implementation, how much did the implementation cost – as a percentage of the annual subscription fee. Or if you are willing to share, what was the cost per communication migrated?
• We’re trying to put together our business case. What components did your firm use when you were making the case to migrate?
Regarding general operations:
• Approximately how many communications do you have your inventory? We have about 1100 Batch Comms and over 600 Interactive/Manual Comms today (events such as billing, claims, lapse, statements, etc.) and are wondering if that is typical or if others have found ways to reduce or consolidate communications.
• We are a fairly large data extraction and transformation group, where most upstream systems do NOT provide fully baked data files. What level of data extraction/transformation occurs in your firm? Or do you receive “fully baked” data input files?
• Can you provide any insights into costs? We’re hoping to get information on the typical cost to create a single new comm from scratch.
• We are on the verge of enabling self service where business can manage content, rules, aspects of design for communications. Are you enabling self-service? Why or why not? How well is it working?
• Any other thoughts or advice?
