KSL Suite at the heart of Klésia's customer communication challenges

To meet the challenges of flexibility and personalization in their customer relations, Klesia chose KSL Suite for its advanced functions for editing, personalizing and distributing personalized documents.

Since 2012, Klesia, a non-profit joint social protection group, has been active in the sectors of supplementary health coverage, life insurance, and supplementary pensions. Since its creation, Klesia has ranked 15th in the personal insurer segment and generated €10.9 billion in revenue in 2019. In a constantly evolving sector, organizations like Klesia are optimizing their document management by equipping themselves with solutions that allow for greater flexibility and personalization in their customer relations. To meet this challenge, Klesia chose KSL Suite for its advanced functions for editing, personalizing, and distributing personalized documents.

Overview of Klésia's customer communication optimization project

Faced with a highly competitive market, further fueled by the arrival of new players and the consolidation of many others, Klesia wanted to rethink its customer communication management in 2014. Communicating in a professional and highly personalized manner with millions of customers, while optimizing document design and production costs, was one of the project's main objectives. Indeed, document communication affects all sectors of insurance and healthcare and constitutes a major business challenge for a player like Klesia, in terms of cost reduction, time savings, and responsiveness. To implement this strategic objective, Klesia chose the KSL Suite solution from the publisher Naelan in 2014. The solution allows it to ensure optimal and centralized management of all its personalized communications by streamlining the design and production of its documents. Thanks to the KSL solution, integrated with the EDM and archiving already in place, Klesia was able to rethink its entire publishing chain, but also build an agile communication base to respond quickly to commercial and regulatory changes to its documents.

The redesign of desktop publishing with KSL Suite goes beyond the simple design of document templates and the automated production of management documents: KSL Suite allows teams to create letters, quotes or membership certificates, from a content repository and to customize them autonomously and interactively; the user creates their document from templates available on a portal: they create the document in a few clicks, customize it, distribute it or send it to a colleague or partner for customization or approval. This collaborative approach is accompanied by precise management of the document editing and sending cycle (document workflow), but also security (management by profiles, approval, access restrictions, etc.). Once validated, the documents are stored and automatically grouped with those of the centralized batch publishing chain and then distributed on the various mail and electronic channels.

Klesia quickly developed nearly a thousand mailing templates for more than 500 of its health and welfare managers, who send mail on demand or interactively. Quickly implemented and operational, the KSL solution delivers satisfaction in terms of composition speed, processing speed, and cost reduction.

Reliable support

Naelan, the publisher, established technical experts who were able to provide support to Klesia's "document factory" project team. This project team carried out the tasks of expressing needs, organizing the desktop publishing project, defining business rules and the KSL repository, deploying the solution, and setting up batch and on-demand publishing scenarios. Training for Klesia employees completed the system proposed by Naelan.

Quantifiable benefits

Today, the benefits of the KSL Suite are numerous. Klésia has a set of easily scalable and maintainable templates that allow it to manage and maintain documents—where precision and readability are paramount—and completely consistent regardless of the medium, paper or PDF. In addition, users benefit from complete control over document evolution. KSL Suite quickly gained unanimous support from employees, who benefit from KSL's ergonomic solution, easy to learn and use. The success of this application has contributed to making desktop publishing a major project within Klesia; other processes will very quickly benefit from KSL Suite, such as the management of personalized emails with KSL Email Designer.