Keeping in Contact When it Really Matters

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SMS technology used during storms and floods receives ACT state iAward

As a customer hangs up from making a call they are sent a message on their phone confirming that contact on behalf of their insurance company. It is really a great way for any of the Suncorp businesses to send an acknowledgment for each step along the way. BNS worked with Suncorp’s IT department for two years to deliver the right technology platform to their businesses

Natural disasters in Queensland, Victoria, Western Australia and Tornado affected regions around Lennox Head in New South Wales have increased the pressure on insurance companies to process claims quickly and effectively. For the biggest general insurer, Suncorp, the increase in claims highlighted the need to keep clients better informed on the progress of their claims.

For many victims of the storms and floods there was no internet connection let alone a computer, paperwork was all too often lost or destroyed and mail had major disruptions in some regions.

How did customers make claims and get things moving? Well all they needed was access to a mobile phone.

For Suncorp and GIO customers they had a side benefit of receiving an SMS using a system designed by an Australian company, Better Network Services (BNS), to keep them up to date on the progress of their claims. This corporate SMS gateway named msXsms, won the 2010 Australian Information Industry Association’s ACT state iAward for the best in Communications category sponsored by ZD Net Australia.

At the height of the storms and floods, Suncorp processed more than 30,000 insurance claims. The newly designed solution, msXsms® Enterprise for Microsoft® Exchange, was implemented by Suncorp in January this year and has meant that the 1,000 claims made on average every day with Suncorp can now be confirmed with an SMS message.

“As a customer hangs up from making a call they are sent a message on their phone confirming that contact on behalf of their insurance company. It is really a great way for any of the Suncorp businesses to send an acknowledgment for each step along the way. BNS worked with Suncorp’s IT department for two years to deliver the right technology platform to their businesses,” said Laurence Buchanan, Director Sales & Marketing BNS Group.

Buchanan, who lost his family home in the 2003 Canberra fire storm, knew that providing the right technology to BNS’s clients like Suncorp would ultimately benefit people in need. “Our bulk SMS technology can be used for any corporate or Government business systems not just insurance companies, our next release provides protective marking compliance for Australian Government, the applications for SMS in government are huge” said Buchanan.

In the designing of msXsms, BNS have implemented specific security features which meet the standards of Australian Government departments and the security standards for corporate companies. It has the vital security features required under Australian Government Security Manual also known as ACSI33.

According to Buchanan, the base work is done and the unique design of the software allows it to integrate seamlessly into any existing email system. msXsms can be used for 2 way SMS communications from any business application with significant data and audit controls provided by the solution.

The next step for msXsms Enterprise is the August 2010 release of a version that implements the security requirements for Government departments and agencies allowing controlled classification of SMS messaging to public SMS networks.

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Laurence Buchanan
BNS Group
+61-412869531
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