BFSI, Manufacturing, IT & Software
How a leading insurance company radically improved their customer service experience using content management technology
AT A GLANCE
AT A GLANCE
AT A GLANCE
AT A GLANCE
AT A GLANCE
AT A GLANCE
Annual cost
saving of
approximately
How a leading insurance company radically improved their customer service experience using content management technology
Background
Managing a large volume of client data from different sources was a very complex and difficult task which reduced productivity and also diminished the customer experience.
Challenges
Due to the sheer size of the document repository, supporting and maintaining it was a difficult task for the client. They found that there were several different content management platforms in use to service customer claims, underwriting, and policy admin systems. This led to:
A complex and difficult-to-maintain system
High support costs from outdated software
Disparate functionality
Customer service experience that did not meet company standards
Goals & Objectives
The client needed to consolidate their platforms into one database that allowed them to add additional users and maintain the customer service that their clients desired.
1
consolidate their multiple, disparate repositories to one main content repository
2
Reduce support and maintenance costs
3
Increase employee productivity
4
Improve overall customer experience
5
Reduce risk of unexpected downtime
Solution
Our team started with ASG’s Mobius and Migration Centre. ASG’s Mobius Content Services (Mobius) allowed the archiving of office product files (e.g., .DOC, .XLS, .JPG and others) in the native format, which users could then retrieve from Mobius, edit and store as a new version.
We also used the APIs to interface the archiving, search and retrieval of client documents. This API functionality would also allow the writing of a custom Mobius viewer used by claims adjusters to upload documents and pictures, as well as integrate them into Microsoft Office products.
After the repository was in place, we used Migration Manager to migrate over 200 million very complex documents to the new centralized repository.
This led to:
Lower support costs
Increased employee productivity
Reduced risk of unexpected downtime
Outcome
Reduction of
support and
maintenance costs
Reduction in effort
per day, more than
Reduction of
support and
maintenance costs
Reduction in effort
per day, more than
Complete
elimination
of errors
Annual cost
saving of
approximately
INR 53,44,503/
($70,000)
Complete
elimination
of errors
Annual cost
saving of
approximately
INR 53,44,503/
($70,000)
Tools used
ASG-Mobius & ASG's Migration Centre