Output Management in the Insurance Industry: Transformation Towards a Future-Oriented Omnichannel Architecture

This chapter deals with the question of how the transformation of output management in the insurance industry can succeed. Up to now, outgoing communication with customers and business partners has primarily taken place in paper form. The focus was on information artifacts that were assembled into documents. Regulatory requirements and the companies’ understanding of communication shaped the requirements for the channel provided. This view is now considered outdated, as customer needs demand flexible provision of information: In the right form, via the desired channel and at the right time. Proprietary technologies do not meet these requirements or have limitations with regard to future viability. Formulated business requirements must therefore be translated into guard rails for the technical architecture. The following article leads through the analysis of the existing architecture, via the formulation of requirements, to the development and commissioning of the applications. The picture is rounded off by an outlook in the direction of further trends – entirely in the sense of an omnichannel strategy.