How to Optimize Your Customer Communications with GhostDraft 360

Every customer interaction matters when running a successful business, and in the insurance industry a major part of customer communication is providing accurate and reliable forms and documents. From policy documents and claims correspondence to renewal notices and billing statements, insurers manage thousands of customer communications every day. But for many insurers, managing the complexity, volume, and compliance of these documents remains a challenge. Most still rely on outdated systems that slow down operations and put customer satisfaction at risk.

The solution to these emerging challenges is GhostDraft 360, a powerful, all-in-one platform built to optimize the entire Customer Communication Management (CCM) lifecycle from inception to delivery. Whether launching a new product, updating existing forms for compliance, or delivering personalized multi-channel messaging, GhostDraft 360 streamlines the process while empowering improved collaboration between teams and ensuring speed and accuracy in all customer communications.

All You Need in One Intuitive Suite

GhostDraft 360 eliminates fragmented workflows by unifying CCM into a seamless, end-to-end suite. With the power to easily create new forms and update existing documents, every user (regardless of technical skill) can contribute directly to communication development. GhostDraft 360 supports:

• Form creation and research
• Regulatory filing and tracking
• Interactive and batch document development
• Intuitive review and collaboration
• Automated testing
• Multi-channel generation

This centralized approach allows insurers to get to market faster with engaging, compliant communications, leaving behind disconnected tools and time-consuming manual tasks. All functions of GhostDraft 360—Hub, Draft, File, Specify, Develop, Review, Test, Deploy—combine to make a one-of-a-kind, comprehensive solution for all your forms and document needs.

A Role-Based Hub for Every Stakeholder

The foundation of GhostDraft 360 is the Hub, a centralized, role-based dashboard giving users tailored access to the tools and information they need.

• Quickly access relevant tools and modules
• Manage forms inventory in one place
• View recent projects and activity history
• Get customizable alerts and notifications

Whether you’re a product manager, business analyst, or IT lead, the Hub streamlines your daily workflow and enhances cross-functional visibility.

Smarter Drafting for Faster Development

GhostDraft 360’s Draft module is an environment similar to MS Word that helps design new or updated documents while accessing a library of industry forms as well as an internal library for quick and easy research. Users can complete tasks like:

• Research and reuse content to create new forms from templates
• Modify the language of existing forms in a traceable environment
• Collaborate with multiple stakeholders by sharing, editing, and commenting
• Automate versioning and store collaboration history for a complete audit trail

The Draft module empowers product users to smart search and analyze form language and craft new policy forms in a collaborative and traceable environment.

Streamlined Filing for Consistent Compliance

In the File module, teams can automatically generate and track filing packets, streamlining compliance and historical archiving. Users can stay up-to-date on every stage of the process with capabilities like:

• Automatically generate filing packets for each state
• Conveniently compare filings side-by-side
• Easily submit and track filings

The File module allows insurers to package, submit, and track filings in record time.

Specify Rules and Requirements with Confidence

The Specify module makes it easy to define rules and requirements for templates. Simply search and select relevant specifications and add to the document, and enjoy features including:

• Capture standardized specifications
• Bulk import form lists and auto-create specs
• Link specifications to relevant documents
• Track requirement changes with full version history

This structured approach simplifies project initiation and ensures communication assets meet every business, legal, and regulatory requirement from the beginning.

Business-Friendly Development Plus IT-Friendly Integration

GhostDraft 360 bridges the gap between business and IT users. Non-technical users can author and manage communications in GhostDraft Studio, its intuitive editor module supporting batch, on-demand, and interactive communications. With Studio, users can:

• Add natural language business rules
• Preview documents with sample data
• Create and reuse content blocks

At the same time, IT users can configure system integrations through Data Workbench, needing to map core systems to domain models just once. Supported formats include XML, JSON, Excel, and Salesforce, with seamless data capture via REST and SOAP as well as SQL queries.

Custom Workflows Without the Coding

The Configuration Manager lets non-technical users build and manage multistep workflows with ease:

• Add pre-configured or custom workflow steps
• Configure jurisdictional logic and effective dates
• Monitor document usage stats and explore error logs

This self-service functionality allows teams to deploy, test, and evolve workflows independently, freeing up IT resources for more strategic work.

Built-In Review and Testing

With GhostDraft 360’s Review & Test tools, stakeholders can collaborate on approvals, test scenarios, and ensure communications meet internal and external standards.

Review Module:

• View and comment on documents in natural language
• Test with sample data and scenarios
• Compare document versions

Test Module:

• Schedule automated batch or regression testing
• Receive pass/fail reports
• Validate documents, data mappings, workflows, and more

Utilizing these tools at the end of the document lifecycle is crucial and dramatically reduces risk while accelerating delivery timelines.

Seamless Deployment & Multi-Channel Execution

Finally, GhostDraft 360 supports robust Deploy & Execute capabilities to make sure all the hard work that goes into every form and document is delivered in an optimized manner for a successful end result.

Deploy:

• Bundle and manage document versions as “Solutions”
• Promote deployments across environments
• Automate artifact cleanup and retention

Execute:

• Deliver communications across email, print, portals, and more
• Personalize content and automate tasks via APIs
• Capture and send data across internal and external channels

By managing the full lifecycle, from authoring to multi-channel delivery, GhostDraft 360 gives insurers total control and total flexibility.

One Platform, Endless Impact

GhostDraft 360 redefines what’s possible with customer communication management. By uniting business and IT on a single, powerful platform, it drives speed, accuracy, personalization, and compliance across every stage of the communication lifecycle. Whether you’re launching a new product, updating regulatory language, or modernizing your delivery channels, GhostDraft 360 equips your teams with everything they need in one place to meet the evolving expectations of today’s insurance customers. Learn more about how GhostDraft is helping insurers implement modern solutions and find out how you can benefit from a CCM upgrade.