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Duck Creek Customer 360 from Duck Creek Technologies

Aggregates customer policy, claims, and billing data into unified customer views, offers digital self-service, workflow automation, customer engagement analytics, and omnichannel support designed for insurers.

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Product analysis by function

Customer Relationship Management (CRM) Systems for Customer Service

Platforms that manage customer interactions, track communication history, and provide a 360-degree view of policyholder relationships across products and touchpoints.
More Customer Relationship Management (CRM) Systems More Customer Service ...

Customer Data Management
(3 Yes /3 Known /15 Possible features)

Contact and Communication Management
(1 Yes /1 Known /15 Possible features)

Workflow and Case Management
(1 Yes /1 Known /15 Possible features)

Policy and Product Management
(0 Yes /0 Known /15 Possible features)

Analytics and Reporting
(3 Yes /3 Known /15 Possible features)

Integration and API Capabilities
(4 Yes /4 Known /15 Possible features)

User Experience and Accessibility
(0 Yes /0 Known /15 Possible features)

Compliance, Security, and Data Privacy
(0 Yes /0 Known /15 Possible features)

Automation and Artificial Intelligence
(2 Yes /2 Known /15 Possible features)

Collaboration and Internal Productivity
(0 Yes /0 Known /15 Possible features)

Customer Self-Service Portal
(6 Yes /6 Known /15 Possible features)

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Centralized Customer Profile Aggregates all customer information in one accessible profile.		Marketing copy for Duck Creek Customer 360 stresses a "360-degree view" that brings policy, claims and billing data together, which implies a single, centralized customer profile.
Custom Fields Allows creation of custom data fields for specific insurance data requirements.		No information available
Policy Linking Links customer profiles to all associated insurance policies.		Because the product shows every policy that belongs to a customer inside the unified view, policy-to-customer linking is a core element.
Document Storage Stores and organizes policy documents and correspondence.		No information available
Interaction Log Chronological log of all customer touchpoints and interactions.		No information available
Data Import/Export Ability to import and export customer data in various formats.		No information available
Duplicate Detection Identifies and merges duplicate customer records.		No information available
Data Validation Rules Ensures entered data meets predefined quality and formatting standards.		No information available
Data Encryption Encrypts sensitive customer information at rest and in transit.		Security white-paper states data is encrypted at rest in AES-256 and in transit via TLS 1.2+.
Consent Management Captures and tracks data privacy consent and preferences.		No information available
Record Capacity Maximum number of individual customer records the system can handle.		No information available
Profile Search Speed Average time to retrieve a customer profile from the database.		No information available
Activity Timeline Provides a detailed timeline of all activities and changes related to a customer.		No information available
Audit Trail Tracks who accessed or updated customer records and when.		No information available
Bulk Update Tools Ability to make mass changes to customer data efficiently.		No information available

Omnichannel Support Manages interactions across email, phone, chat, SMS, and social media.		Vendor material highlights "omnichannel engagement"—email, chat, phone, portal, and mobile—so omnichannel support is explicitly claimed.
Inbound Call Logging Automatically logs and ties incoming calls to the correct customer profile.		No information available
Outbound Campaigns Enables creation and management of outbound communication campaigns.		No information available
Automated Notifications Sends automated alerts or notifications based on triggers (renewals, claims, etc.).		No information available
Email Integration Syncs and tracks email conversations within the CRM.		No information available
Calendar Integration Integrates with staff calendars for appointments and task reminders.		No information available
Template Library Provides pre-built templates for routine customer communications.		No information available
Personalization Tools Enables mass customization of communication with customer-specific data.		No information available
Click-to-Call Allows direct calling from within the CRM interface.		No information available
Response Time Tracking Measures average time taken to respond to customer inquiries.		No information available
Automatic Call Recording Records and stores calls for quality and compliance.		No information available
Chatbot Integration Connects with AI-based chatbots for customer self-service.		No information available
SMS Integration Sends and receives SMS directly through the CRM.		No information available
Contact Segmentation Segments customer base for targeted communications.		No information available
Communication History Retrieval Speed Time to retrieve a full customer communication history.		No information available

Automated Workflows Creates rule-based workflows for policy servicing, claims, renewals, and escalations.		Product datasheet lists "workflow automation" for service, renewals and claims, matching the Automated Workflows requirement.
Case Management Tracks customer service cases from creation to resolution.		No information available
Task Assignment Assigns and tracks ownership of tasks or cases among staff.		No information available
Service Level Agreement Monitoring Tracks and enforces SLAs for issue resolution.		No information available
Escalation Rules Automates case escalation based on time, status, or priority.		No information available
Claims Tracking Monitors the status and progress of insurance claims.		No information available
Approval Workflows Supports multilevel approval processes for policy, claim, or request approvals.		No information available
Macro/Automation Tools Enables creation of macros to automate repetitive customer service tasks.		No information available
Work Queue Capacity Maximum number of open tasks/cases the system can display or process concurrently.		No information available
Task Reminder System Sends reminders for overdue or scheduled tasks.		No information available
Workflow Customization Degree of customizability for workflow design and automation.		No information available
Audit Trail for Cases Logs all changes and actions taken on a case or claim.		No information available
Duplicate Case Detection Identifies and merges duplicate service cases.		No information available
Attachment Handling Supports attachments to cases/requests (documents, photos, etc.).		No information available
Case Closure Time Average time from case creation to resolution/closure.		No information available

Multi-Product Support Ability to manage multiple types of insurance products (e.g., life, health, auto) in one system.		No information available
Policy Lifecycle Tracking Tracks policies from quote to issue, renewal, amendment, and cancellation.		No information available
Cross-Sell/Upsell Identification Identifies opportunities for cross-selling or upselling insurance products.		No information available
Renewal Automation Automatically generates renewals and sends reminders to customers.		No information available
Policy Change Request Handling Supports management and tracking of customer requests to change policies.		No information available
Product Customization Configurable products and riders per customer segment.		No information available
Premium Schedule Management Tracks payment schedules and due dates for premiums.		No information available
Underwriting Integration Integrates with underwriting systems for streamlined approvals.		No information available
Coverage Summary Tool Provides snapshots of coverage for each customer.		No information available
Policy Document Generation Auto-generates policy documents and endorsements.		No information available
Policy Retrieval Speed Average time to fetch and display policy details.		No information available
Number of Supported Product Types How many distinct insurance product types the CRM can manage.		No information available
Lapsed Policy Alerting Alerts staff when policies lapse or are at risk of lapsing.		No information available
Endorsement Handling Ability to process and track policy endorsements.		No information available
Bulk Policy Changes Applies changes to multiple policies simultaneously.		No information available

Standard Reports Library of pre-built reports (activity, sales, service metrics, etc.).		Standard activity/sales/service reports are included per official brochure.
Custom Report Builder Enables users to create tailored reports based on any CRM data.		No information available
Dashboard Visualization Configurable dashboards for key metrics and data visualization.		Screenshots on the solution page show configurable KPI dashboards, satisfying Dashboard Visualization.
Real-Time Analytics Provides analytics with live or near-real-time data.		Marketing references "real-time engagement analytics" which maps to Real-Time Analytics.
Policyholder Segmentation Analysis Analyzes and groups policyholders based on defined criteria.		No information available
Campaign Performance Metrics Tracks success of marketing and communication campaigns.		No information available
Customer Satisfaction Tracking Measures and reports on customer satisfaction metrics (e.g. NPS, CSAT).		No information available
Drill-Down Reports Allows in-depth exploration of report data by drilling into specifics.		No information available
Export/Download Options Supports exporting reports in multiple file formats.		No information available
KPI Monitoring Monitors key performance indicators relevant to insurance servicing.		No information available
Scheduled Report Delivery Sends scheduled reports via email or system alerts.		No information available
Time to Generate Report Average time required to generate and present a report.		No information available
Trend Identification Tools Automatically detects trends in claims, renewals or service requests.		No information available
Anomaly Detection Flags unusual spikes or dips in activity for further review.		No information available
Data Visualization Types Supported Number of different chart or visualization types available.		No information available

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Financial Technology Year

Duck Creek Customer 360 from Duck Creek Technologies

Product analysis by function

Customer Relationship Management (CRM) Systems for Customer Service

Customer Data Management
(3 Yes /3 Known /15 Possible features)

Contact and Communication Management
(1 Yes /1 Known /15 Possible features)

Workflow and Case Management
(1 Yes /1 Known /15 Possible features)

Policy and Product Management
(0 Yes /0 Known /15 Possible features)

Analytics and Reporting
(3 Yes /3 Known /15 Possible features)

Integration and API Capabilities
(4 Yes /4 Known /15 Possible features)

User Experience and Accessibility
(0 Yes /0 Known /15 Possible features)

Compliance, Security, and Data Privacy
(0 Yes /0 Known /15 Possible features)

Automation and Artificial Intelligence
(2 Yes /2 Known /15 Possible features)

Collaboration and Internal Productivity
(0 Yes /0 Known /15 Possible features)

Customer Self-Service Portal
(6 Yes /6 Known /15 Possible features)

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Open API Supports integration with third-party or custom applications via APIs.		Duck Creek Anywhere API provides open, documented REST APIs for integrations, satisfying Open API.
Pre-Built Integrations Includes connectors to core insurance systems, telephony, email, SMS, and marketing tools.		Platform offers pre-built connectors to core Duck Creek Policy/Billing/Claims and common third-party services (payment, SMS, etc.).
Webhooks Enables real-time event notifications to external systems.		No information available
Single Sign-On (SSO) Integrates with enterprise authentication systems for user login.		Documentation references SAML/OIDC SSO support for enterprise authentication.
Data Sync Frequency How often the system can synchronize data with external systems.		No information available
Custom Integration Toolkit Provides tools for building and maintaining custom integrations.		No information available
Marketplace/Plugin Support Supports installation of third-party add-ons or plugins.		No information available
API Documentation Quality The comprehensiveness and clarity of provided API documentation.		No information available
Support for Insurance Standards Compliance with industry data exchange standards (e.g., ACORD).		No information available
Batch Data Import/Export Enables bulk data transfer between systems.		No information available
Data Mapping Tools Tools to map fields and data structures between systems.		No information available
REST API Support Provides RESTful API endpoints for external access.		Anywhere API is RESTful; therefore REST API Support is present.
OAuth2 Support Supports OAuth2 for secure third-party authentication.		No information available
API Rate Limiting Limits on the number of API requests in a given time frame.		No information available
Automated Data Reconciliation Automatically matches and resolves data discrepancies across systems.		No information available

Intuitive User Interface Clean, simple, and easy-to-navigate interface design.		No information available
Mobile Accessibility Compatible with mobile devices and dedicated mobile apps.		No information available
Multi-Language Support User interfaces and communications in multiple languages.		No information available
Screen Reader Compatibility Fully accessible with screen readers for visually impaired users.		No information available
Customizable Dashboards Personalized views and dashboards for individual user preferences.		No information available
Role-Based Access Controls Customizes interface elements and data access per user role.		No information available
Help and Guidance Features In-app help, tooltips, and guided tours for users.		No information available
Keyboard Navigation Support Full system navigation available via keyboard controls.		No information available
User Onboarding Tools Step-by-step onboarding guides for new users.		No information available
White-Labeling Allows branding the platform as the insurer's own.		No information available
Loading Speed Average page or view load time for end users.		No information available
Customizable Shortcuts User-defined shortcuts and quick-access buttons.		No information available
User Feedback Mechanism Allows users to submit feedback or suggestions in-app.		No information available
Dark Mode Supports dark theme for reduced eye strain and accessibility.		No information available
Personalization Settings Users can personalize interface layout, notifications, and preferences.		No information available

GDPR/CCPA Compliance Provides tools and workflows to aid regulatory compliance for data privacy.		No information available
Data Encryption at Rest and Transit All data is encrypted both when stored and during transmission.		No information available
Role-based Security Granular security permissions based on user roles and hierarchy.		No information available
Audit Logs Comprehensive logging of all system access and changes.		No information available
Multi-Factor Authentication Requires additional authentication for accessing the CRM.		No information available
Regular Vulnerability Scanning Proactive vulnerability and penetration testing schedules.		No information available
Data Retention Policies Configurable retention and deletion rules for compliance.		No information available
Consent Management Records and manages customer consents for data usage.		No information available
IP Whitelisting Restricts access to the platform by approved IP ranges.		No information available
Data Masking Obfuscates sensitive information in non-production environments.		No information available
Access Review Tool Periodic access review and certification workflows.		No information available
Single Sign-On Integration Enables enterprise SSO methods for access control.		No information available
Incident Response Process Documented and tested protocols for handling security incidents.		No information available
Security Certification System holds security certifications (e.g., ISO 27001, SOC 2).		No information available
Data Breach Alerting Time Time to notify stakeholders after a data breach is detected.		No information available

Automated Data Entry Auto-fill forms and records with AI-powered data extraction.		No information available
Predictive Analytics AI models forecast customer needs or risk of churn.		No information available
Conversation AI AI-powered chatbots or virtual assistants for customer queries.		No information available
Sentiment Analysis Detects customer sentiment in communications to prioritize responses.		No information available
Automated Routing Directs cases or communications to appropriate staff or department.		Rules engine can route inbound requests and tasks to the right adjuster/CSR—described as "intelligent routing."
Workflow Automation Orchestrates multi-step processes without manual intervention.		Duck Creek promotes no/low-code rules to orchestrate multi-step customer processes, satisfying general Workflow Automation.
Intelligent Knowledge Search AI-boosted search for help articles and documentation.		No information available
Customer Next-Best-Action Recommendation Guides agents or prompts customers with recommended actions.		No information available
Fraud Detection Automation Flags suspicious activities or anomalies in claims/applications.		No information available
Email Categorization Uses AI to tag and route incoming email appropriately.		No information available
Response Suggestion AI suggests response templates to customer queries.		No information available
Task Automation Rule Limit Maximum number of automation rules supported.		No information available
Self-Service Portal Automation Automates routine customer requests and updates online.		No information available
Learning Model Updates Frequency How frequently AI/ML models are retrained or updated.		No information available
Process Automation Coverage Percentage of customer service processes that can be automated.		No information available

Shared Notes Allows users to leave comments and notes on customer records.		No information available
Internal Messaging Facilitates real-time chats between team members in the system.		No information available
Knowledge Base Centralized repository of internal guides, FAQs, and best practices.		No information available
Team Calendar Shared calendar for tracking meetings and deadlines.		No information available
File Sharing Allows easy upload and sharing of documents within teams.		No information available
Collaboration Workspaces Dedicated spaces for groups to collaborate on projects or cases.		No information available
Task Delegation Enables assignment and tracking of tasks across team members.		No information available
Employee Performance Dashboards Monitors and displays staff productivity and KPIs.		No information available
Access-controlled Sharing Granular controls over who can view or edit shared information.		No information available
Mentions & Notifications Ability to tag team members for updates or actions required.		No information available
Client/Advisor Collaboration Portal Clients and advisors can communicate and share documents securely.		No information available
Version Control Tracks changes and versions of shared documents.		No information available
Searchable Internal Notes Full-text search of all internal notes and documents.		No information available
Knowledge Base Access Speed Average time to access and load a knowledge base article.		No information available
Number of Concurrent Users Supported Maximum number of users that can collaborate simultaneously.		No information available

Policy Viewing and Download Customers can view and download their current policy documents.		Digital self-service portal allows customers to view and download policy documents, matching Policy Viewing and Download.
Claims Submission Digital submission of insurance claims.		Portal supports first-notice-of-loss and claim submission—explicitly listed in solution overview.
Request Status Tracking Live updates on status of submitted requests and claims.		Customers can log in and track real-time status of claims and service requests as stated in ‘request status tracking’ bullet.
Personal Details Update Customers can update contact or personal information online.		Self-service capabilities include updating contact details; Duck Creek documentation calls this out.
Premium Payment Processing Customers can pay premiums online via multiple payment methods.		The portal integrates with Duck Creek Billing to accept premium payments, fulfilling Premium Payment Processing.
Coverage Change Requests Customers can initiate changes to their coverage through the portal.		Site describes ability for policyholders to request coverage changes online, aligning with Coverage Change Requests.
Knowledge Base Access Customers access FAQs, guides, and documents directly.		No information available
Secure Messaging Enables confidential communication between customer and insurer.		No information available
Account Security Management Customers can manage passwords, MFA, and session history.		No information available
Multi-Language Portal Support Portal UI available in multiple languages.		No information available
Portal Uptime Guarantee Percentage of time the portal is guaranteed to be available.		No information available
Mobile App Access Dedicated mobile app or mobile-responsive portal.		No information available
Live Chat Support Access to real-time assistance from staff or AI chatbot.		No information available
Document Upload Customers can upload supporting documents for claims or requests.		No information available
Notification Preference Management Customers set their own communication and notification preferences.		No information available

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Financial Technology Year

Duck Creek Customer 360 from Duck Creek Technologies

Product analysis by function

Customer Relationship Management (CRM) Systems for Customer Service

Customer Data Management (3 Yes /3 Known /15 Possible features)

Contact and Communication Management (1 Yes /1 Known /15 Possible features)

Workflow and Case Management (1 Yes /1 Known /15 Possible features)

Policy and Product Management (0 Yes /0 Known /15 Possible features)

Analytics and Reporting (3 Yes /3 Known /15 Possible features)

Integration and API Capabilities (4 Yes /4 Known /15 Possible features)

User Experience and Accessibility (0 Yes /0 Known /15 Possible features)

Compliance, Security, and Data Privacy (0 Yes /0 Known /15 Possible features)

Automation and Artificial Intelligence (2 Yes /2 Known /15 Possible features)

Collaboration and Internal Productivity (0 Yes /0 Known /15 Possible features)

Customer Self-Service Portal (6 Yes /6 Known /15 Possible features)

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Customer Data Management
(3 Yes /3 Known /15 Possible features)

Contact and Communication Management
(1 Yes /1 Known /15 Possible features)

Workflow and Case Management
(1 Yes /1 Known /15 Possible features)

Policy and Product Management
(0 Yes /0 Known /15 Possible features)

Analytics and Reporting
(3 Yes /3 Known /15 Possible features)

Integration and API Capabilities
(4 Yes /4 Known /15 Possible features)

User Experience and Accessibility
(0 Yes /0 Known /15 Possible features)

Compliance, Security, and Data Privacy
(0 Yes /0 Known /15 Possible features)

Automation and Artificial Intelligence
(2 Yes /2 Known /15 Possible features)

Collaboration and Internal Productivity
(0 Yes /0 Known /15 Possible features)

Customer Self-Service Portal
(6 Yes /6 Known /15 Possible features)