Challenge:
Like many insurance providers today, a major insurer was faced with the daunting task of organizing and disseminating information to its internal employees and external clients. The challenge was to structure a system that would minimize manual handling of documents while maintaining a high level of secured access to information.
As a service to its customers, the insurer stores and retrieves substantial volumes of research documents, numbering in the hundreds of thousands. The organization makes these documents and other literature available to its clients as tools and educational materials to help them meet their business goals.
In the past, a customer would phone the insurer requesting documents relating to a particular topic. This process of fielding calls and then locating all applicable documentation would take an inordinate amount of time. If the documents were in paper form, they still had to be photocopied, prepared, and organized prior to shipment. Upon receipt, the customers would manually search through all enclosed documentation to locate the information to meet their specific needs.
The insurer considered the time and expense that would be saved by automating these manual processes, and decided to seek a more efficient solution. The organization wanted a system that would eliminate much of the time spent searching for applicable documents and files, decrease the expenses incurred by establishing and maintaining a hard copy filing system, and reduce the physical storage space required to house the documents. In addition, the expense of photocopying, document preparation, and actual shipping charges, totaling tens of thousands of dollars annually, was a contributing factor in the insurer's decision to seek a more viable solution.
“We were looking for a way to minimize the time required to locate applicable documents, and to eliminate the costs incurred by copying and sending large quantities of paper,” comments Mr….., Chief Information Officer of the insurer
Group. “But more than that, we wanted a solution that also allowed us to provide an added level of service to our customers.”
Solution:
The insurer chose the NetPro Group, a Lexign (Premier) Partner, to help create a customized collaborative content management system that would allow the company to effectively index, store, search, and retrieve documents for both internal and external users. Lexign Keyfile was selected as the document management product based on overall system performance, as well as ease of use.
Moreover, Lexign Keyfile's robust, stable architecture provides the reliable backbone this business-critical application requires.
With the Lexign Keyfile content repository in place, NetPro helped develop a secured Web interface, allowing users access to real-time information regardless of their physical locale. Microsoft Active Directory was used to give the insurer strict control over document access. Then, a dynamic, robust searching capability was added by leveraging the power of Microsoft SQL 2000 Server. Users can perform complex searches using a wide variety of criteria to refine results. Full text searching within documents is enabled, giving users the ability to perform “near” searches on content relevance. The result is that users can locate and retrieve the document most appropriate for their needs. Users can add annotations to the documents or view annotations of others, as defined by their user access privileges.
Results:
Lexign's advanced solutions, in conjunction with NetPro's expertise, enabled us to shelve our antiquated way of doing business and create a progressive, highly collaborative, cost-effective solution. This system has enabled the ensurer to grow by handling paperwork in a time effective manner, freeing up individuals to focus on business issues.
The insurer is continually expanding its collaborative abilities to other lines of business and corporate entities within its organization. Soon, all business units will benefit from this powerful new system, which provides secure, real-time access to mission-critical information. Internal users, as well as the external customer base have felt the positive impact of this solution.
Product & services utilized:
Lexign KeyFile, MS SQL Server, MS Windows 2000, MS Exchange 2000 Server.
Keywords:
Document Management, Productivity/Efficiency, Messaging, Databases
Industry Sector: Insurance
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