BFSI, Manufacturing, IT & Software
How a leading insurance company radically improved their customer service experience using content management technology
AT A GLANCE
Annual costsaving ofapproximately
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High support costs from outdated software
Customer service experience that did not meet company standards
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.
consolidate their multiple, disparate repositories to one main content repository
Reduce support and maintenance costs
Increase employee productivity
Improve overall customer experience
Reduce risk of unexpected downtime
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
Reduction ofsupport andmaintenance costs
Reduction in effortper day, more than
ASG's Migration Centre