Introduction: Why Insurers Need Advanced CCM Solutions
The basis of an insurance service is trust. Insurance companies must communicate all policies, renewals, and claims in a clear and timely manner. This builds and solidifies trust between the insurance provider and the customer. However, relying on outdated systems can:
- impede communication with customers
- lead to mistakes and inaccuracies
- be difficult to adjust and continue to create problems for many insurers
Customer Communication Management (CCM) becomes a crucial solution for insurers in this situation. CCM solutions enable insurers to send fast, accurate, and compliant notifications across a variety of media. They help insurers to automate document creation, track outgoing communications, and standardize messaging across multiple touch points.
When it comes to choosing a CCM solution, Cincom Eloquence and MHC NorthStar are two CCM platforms that frequently come up in discussions. Both have strong capabilities, but each takes a different approach. This blog compares them side by side, helping global insurers decide which solution best supports their communication goals.
Overview of Cincom Eloquence
Cincom Eloquence is a highly intuitive document generation platform for enterprises to design, deploy, deliver and manage personalized communications. Eloquence eliminates manual processes and simplifies complex communication processes while maintaining high standards of compliance.
Key highlights:
- Centralized template repository to ensure brand consistency.
- Conditional logic and guided workflows to create document templates directly in Microsoft Word.
- Interactive and batch communications for policies, claims, and customer correspondence.
- Regulatory compliance with PDF/UA standards, European Union (EAA), and France (RGAA) digital accessibility requirements.
- Scalable architecture suitable for insurers operating across multiple geographies.
Insurers choose Cincom Eloquence for its real-time document generation capabilities, ease of use, seamless integration, and easy management of complex policy documentation.
Cincom Eloquence vs. Other CCM Vendors: A Practical Guide for Decision-Makers
Make the most informed decision for your team and your customers.
Overview of MHC NorthStar
MHC NorthStar positions itself as a suite of CCM solutions that streamline communication processes without relying on the IT department. It is widely used in financial services and insurance, offering flexibility in communication delivery across channels.
Key highlights:
- Manage compliance communications especially in regulated sectors.
- AI-assisted generation of documents, emails, web forms, and content.
- On-premises, cloud, and hybrid setups – ensure flexible deployment.
- Low-code/no-code approach to easily make changes and manage communications without relying on IT.
- Customizable workflows to adapt to unique business processes.
NorthStar appeals to insurers looking to reduce their dependency on their IT department and empower business users to manage communications effectively.
Feature Comparison: Eloquence vs. NorthStar
Here’s how both solutions compare on core features:
| Feature | Cincom Eloquence | MHC NorthStar |
| Document Generation | Document template generation directly within a Microsoft Word-embedded environment | AI-assisted generation of documents and content without relying on IT |
| Compliance Controls | Compliant communications with built-in compliance controls, content locking, and compliant templates and content components | Compliant document generation supported, but depends on workflows |
| Omnichannel Support | Strong digital and omnichannel support | Strong digital and omnichannel support |
| Scalability | Enterprise-class system designed for global insurers with open standard support | Supports bulk document generation through scalable cloud environment |
| Ease of Use | Provides fast deployment and easy onboarding | Overall stable, manageable, and easy to use interface |
| IT dependency | Designed for business users to minimize IT dependency for daily changes | Reduces dependency in IT team and empowers business users to manage documents easily |
Both platforms cover the basics right. Cincom Eloquence leans toward compliance-heavy industries with compliance-related features like content locking and role-based access. NorthStar, on the other hand, emphasizes flexibility, ease of use, and AI-enablement.
Compliance and Security Capabilities for Insurers
Insurance regulators around the world demand strict adherence to data privacy and reporting standards.
Cincom Eloquence: Compliance checks are integrated into Cincom Eloquence. It ensures regulatory compliance with PDF/UA standards, European Union (EAA), and France (RGAA) digital accessibility requirements. It also assists insurers in automatically aligning documents with GDPR in Europe, and HIPAA in healthcare-related policies. For instance, Eloquence makes sure that sensitive data is handled in compliance with local regulations while creating a claims letter.
MHC NorthStar: MHC NorthStar supports compliance but relies more on configuration and workflows set by the insurer. It provides strong security features but may require additional oversight to maintain strict alignment with changing global regulations.
Global Scalability and Multilingual Support
Insurers with international operations need solutions that support multiple languages and adapt to local markets.
Cincom Eloquence: Cincom Eloquence supports multilingual content creation and global templates. This allows insurers to roll out consistent communication across regions while adjusting for local languages.
MHC NorthStar: MHC NorthStar also supports multilingual content, with stronger emphasis on digital-first communication.
Integration with Core Insurance systems
Systems Smooth integration with existing systems is critical for insurers.
Cincom Eloquence: Cincom Eloquence integrates well with policy administration systems, CRMs, and ERPs. For instance, when an insurer updates a customer’s address in the CRM, Eloquence can instantly reflect it in future correspondence.
MHC NorthStar: MHC NorthStar offers strong API-driven integration. Its cloud-first approach makes it easier to connect with digital ecosystems. For insurers modernizing their IT landscape, this could be an attractive feature, but some IT help could be required.
Template Governance and Version Control
Insurers need clear versioning, an audit trail, and control on document creation throughout the communication cycle.
Cincom Eloquence: Cincom Eloquence includes built-in version control and centralized-template repository. It ensures authors are using the correct version while collaborating on a document. They can also roll back to prior versions when needed — all useful in audit or regulatory reviews.
MHC NorthStar: MHC NorthStar provides a central repository for shared assets and templates to help business users maintain a single source of truth.
Which CCM Solution Fits Global Insurers Better?
Both Cincom Eloquence and MHC NorthStar bring value to insurers. They support multilingual document creation, centralized repository of documents, and global compliance. Here is why you should choose either:
- Choose Cincom Eloquence if compliance, global scalability, and structured communication are top concerns.
- Choose MHC NorthStar if digital-first communication, flexibility, and workflow-driven engagement matter more.
Conclusion
For global insurers, the ability to manage compliance, maintain consistent branding, and scale communications across multiple markets is an unavoidable requirement. Although both Cincom Eloquence and MHC NorthStar fulfill the requirement, Cincom Eloquence’s built-in compliance features, multilingual support, and audit-ready approach makes it an ideal choice for global insurers.
Ultimately, the right choice depends on your communication priorities. Investing in the right CCM solution will help insurers deliver timely, accurate, and trusted communication that strengthens customer relationships and supports long-term growth.
FAQs
1- Why do insurers need a CCM solution?
Insurers require a CCM solution to automate document creation, track outgoing communications, and standardize messaging across multiple touch points.
2- What are the communication challenges that insurers face?
Common challenges that insurers face are regulatory compliance, inconsistent messaging, and omnichannel demands.
3- What are the main distinctions between MHC NorthStar and Cincom Eloquence?
Whereas NorthStar prioritizes digital-first engagement and process flexibility, Eloquence places more emphasis on compliance and global scalability.
4- For international insurers, which CCM platform is superior?
Global insurers that oversee numerous areas and stringent compliance standards tend to benefit more from Cincom Eloquence due to its compliance-ready features and enterprise-level support.
5- Can NorthStar and Eloquence be integrated with the main systems of insurance that are now in place?
Indeed. Both solutions can integrate easily with the main systems, including Policy Administration Systems (PAS), Customer Relationship Management (CRM) system, and Enterprise Resource Planning (ERP) system.
6- Which option offers better omnichannel and multilingual support?
Both solutions have omnichannel and multilingual features built-in to support global insurance agencies.
