OnBase Drives Increased Service Levels For Two Celent Model Insurer 2011 Winners
CAA South Central Ontario and Mennonite Mutual Insurance Company use Hyland Software's ECM solution to provide better information more effectively to customers, agents
CAA South Central Ontario was stuck with a legacy document imaging product that was slowing customer service. Mennonite Mutual Insurance Company was competing with larger insurers to keep its agents. These are two different types of insurance carriers, with two different types of service challenges. But, the solution came down to the same thing: having one enterprise content management (ECM) software suite that is sophisticated enough to be used in all departments, and flexible enough to adapt to address future business problems. Meeting these needs, the OnBase solution helped both of these insurers drive customer and agent service overhauls – success stories honored recently with Celent Model Insurer awards.
"Insurance companies' customers and agents are demanding a higher quality of service, including better access to more complete information – right now. And, the reality is that a static content management system that just serves one or two departments, or that can't change as the organization's needs change, won't be able to answer that demand – ever," said Ruth Fisk, director of insurance solutions for Hyland Software.
"When CAA South Central Ontario and Mennonite Mutual bought the OnBase solution, they weren't just buying a way to effectively manage and share information with customers and agents today. They purchased it knowing that their business challenges would soon change and that OnBase would still be there to help. This is proof that the right ECM solution for insurance today must empower practical innovation, not only today but well into the future."
Here are some success metrics from these award winners:
CAA South Central Ontario:
- Converted from a legacy document imaging product to OnBase in four days
- Decreased time spent getting the information into the ECM system by 75 percent
- Automatically routes work to the appropriate people, cutting out weeks of time that the content was previously in the mailroom waiting for next steps
Mennonite Mutual Insurance Company:
- In less than a month deployed a SharePoint-based agent portal, which points to OnBase content and processes. The portal has nearly 100 percent agent adoption
- Reduced time it takes to pay agent commission by 10 days
- Turns around agent submissions in 45 seconds, providing instant quoting for agents working with clients
- Increased business by 15 percent without adding staff
For more information about Hyland's insurance solutions, visit http://www.hyland.com/insurance.
About the Hyland Software solution, OnBase
One of the world's largest independent ECM software vendors, Hyland Software is the developer of OnBase. An award-winning suite of document and process management solutions, OnBase has a proven record of solving problems resulting from time consuming, costly and error plagued manual tasks. Available on-premises or as software as a service (SaaS), OnBase installs quickly, cost effectively and is designed to grow with organizations.
Today, people at more than 9,700 organizations, including health, life and property & casualty insurance companies, as well as managed general agents and third party administrators, have the time to do the things that really add value thanks to OnBase. Specifically, they're able to streamline insurance-specific processes such as claims and underwriting, while also extending OnBase to financial management and human resources. For helping its customers succeed in these areas and others in its 20 year history, Hyland Software is a Leader in the Gartner Magic Quadrant for Enterprise Content Management, 2010. For more information, visit http://blog.hyland.com.
About the 2011 Celent Model Insurer report
Celent's Model Insurer 2011 report recognizes insurer technology initiatives as "Model Insurer Components." These best practices in the use of technology span key areas of the product and policyholder lifecycle, including product definition, distribution, underwriting, policy administration, service, billing, claims and reinsurance. Nominations were accepted throughout 2010, and the Celent insurance team selected the winning initiatives based on the business benefits provided. For more information, visit http://www.celent.com.
SOURCE: Hyland Software solution