Customer Stories

United Heritage creates Consistent Communications with GhostDraft

United Heritage Insurance is a family of companies that combines life and property & casualty insurers under the United Heritage Mutual Holding Company. With 200 employees and thousands of independent agents across the country, they specialize in designing and selling quality insurance products.

The Challenge

Looking to replace their outdated policy administration system, United Heritage recognized a need for a customer communications management (CCM) system to generate customer-facing documents and letters efficiently. 

With a manual communications process, they struggled with inconsistent correspondence and inefficient production processes. Employees had several unique, unmanaged versions of documents unapproved by leadership, compliance or legal.

Deciding on Sapiens Stingray for a policy administration system, they wanted a CCM solution that could easily integrate with their new core system. In addition, they needed a reliable CCM system that could connect to their legacy print server. They chose GhostDraft. 

The GhostDraft Solution

 Pre-integrated with Sapiens Stingray, United Heritage gained an advanced CCM solution during their core system modernization without any additional work. Therefore, the GhostDraft and Sapiens partnership integration creates a seamless experience for United Heritage users. 

Leveraging GhostDraft, United Heritage now automates their document production process. Currently, they use GhostDraft to deploy package and mapping files as well as use documents within Sapiens.

GhostDraft’s proprietary, intuitive authoring environment designed for business users has eliminated the need for United Heritage to use Microsoft Word for communications. This creates a centralized, collaborative environment to create, modify and deliver customer-facing communications. Additionally, they use GhostDraft to manage version and history control for auditing purposes. 

As a family of insurance companies, United Heritage has several brands to consider. GhostDraft delivers the ability to create a master document with conditional logic to easily manage multiple logos. This not only helps standardize the messaging, but it also reduces the number of templates, making maintenance easier and faster. 

GhostDraft’s unique architecture allows the software to integrate with modern and legacy systems. United Heritage maintained an unstable legacy print server. However, GhostDraft provides rapid and reliable document generation – without downtime. This means the legacy print server does not have to be restarted, increasing productivity and reducing costs. 

"GhostDraft’s document creation software helps us standardize communications and makes maintenance easy. Integration with administration systems, like Sapiens, creates a seamless experience for our users.”

Barry Lewis | Director, P&C Software Development

The Results

With GhostDraft, United Heritage creates better communications for improved customer experience, ensures compliance and consistency across all documents, and increases operational efficiency while reducing costs. Now, they are ready to expand their use of GhostDraft into policy, billing and other correspondence needs. In addition, they are prepared to deliver electronic communications as well as print. GhostDraft provides on-site and online training and mentorship as well as 24-hour support to ensure successful enterprise-wide use.