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INSURANCE AUTOMATES ITS DOCUMENT MANAGEMENT WITH TOKOPEN
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Using TokOpen to manage insurance related documents
By
installing Tokairo's TokOpen document management and workflow
system Xpro Services - www.xpro-services.co.uk - is now playing
a key role in helping Cheam, Surrey-based traditional High
Street insurance brokers JB Insurance, compete effectively
in its market.
The
improved business edge provided by the Tokairo solution means
that the company could service and grow existing clients more
successfully - and drive harder and more surely for new business.
Elimination of paper and the addition of simple-to-use workflow
processes enable the company's small number of staff to focus
on critical issues that bear directly on enhanced customer
service.
These
benefits go straight to the bottom line and are expected to
have a dramatic impact on profitability and enhanced capacity
for growth in a highly competitive market where many traditional
High Street office firms are struggling.
Sold,
implemented and supported by Xpro Services - who focus on
financial services, the system is being used by all JB Insurance
employees who are now saving all documents directly into their
four thousand-plus client files.
These
include post, emails, faxes and telephone messages. The system
also links directly with JB Insurance's Misys insurance management
system - where TokOpen's screen scraping capability enables
users to retrieve a client file while in a Misys screen.
"We're
a successful and growing insurance brokerage with a traditional
High Street office base," says JB Insurance project manager
Emma Kendall. "We provide insurance services for over
4000 personal and commercial clients."
"Our
focus has always been on building and keeping good personal
relationships with clients, but as our customer base grew,
the sheer logistics of maintaining service had become an increasing
challenge. More recently, the emergence of Internet-based
brokerages which present themselves as providing the same
level of service at lower cost triggered a serious rethink
on how we should manage our business processes".
"Service
is not just about being nice on the phone - it's more to do
with responding quickly and efficiently. It's about being
proactive and anticipating a client's needs. It's about being
able to resolve a query or problem instantly. Pen and ink
- and filing cabinets and 'I'll call you back' are no longer
good enough".
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Service
"We
offer a wide range of insurance products, with
each customer having a separate file for each
product line. Typically, we get between 200 and
300 documents a day coming in and going out -
not counting emails and phone calls. This presented
us with the typical document management issues".
These
included the amount of time spent filing documents,
retrieving them, responding to client queries,
sheer storage space for filing cabinets. Also:
maintaining best working practices in compliance
with Financial Services Authority (FSA) mandatory
regulations and establishing a central storage
base for all clients and all lines of insurance
in client files".
"There
was really a double requirement," says Kendall.
"We wanted to streamline and improve our
service to clients, but we also wanted to make
the working environment for our staff more satisfying
and rewarding. We made the decision to go for
a full blown, automated document management system
and started looking around. In the event, we came
across Xpro Services at a British Insurance Broker's
Association (BIBA) conference".
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"We
liked their practical approach, professionalism and
product offering -TokOpen. We were also impressed by
the product's international user base - not so much
by the fact that it was used by very large, well-known
corporates, but that it was also in place with a considerable
number of small to medium sized businesses, many of
which were in our own market sector. The pricing was
extremely competitive".
"In their demos, they showed it to be easy to
use, practical, screen-familiar for Windows users, flexible,
practical, resilient and comprehensive. It offered everything
we wanted and we liked the way one could take the whole
product with all the modules, including advanced Web
access, but only use and pay for the elements we actually
needed".
"We could move up to other modules as and when
required immediately without major re-installation.
Basically, it was just what we needed. In addition to
the main modules, the additional tools provided meant
that we could tailor it on demand ourselves without
a great deal of effort - tweaks and nuances to exactly
fit our business".
Easy
"A
major issue was user-friendliness. Younger staff took
to it like a duck to water, but our more senior people
initially had their doubts. Piloting it? I did it myself
and worked my way round with very little help - although
help was always available from Xpro. Now it has been
rolled out to all our staff. When a document arrives
its status and category are identified and confirmed".
"The
documents are then assigned to appropriate 'drawers'
where they are available for immediate access to all
authorised personnel. In the past, if several execs
needed to see the same file at once, they'd have to
wait their turn to get at them. Now, all files can be
accessed at the same time by as many people as necessary".
"TokOpen
has been set up to alert, using saved searches for all
correspondence relating to a customer and the individual
account handlers. This enables account handlers to be
aware of all correspondence relating to an individual
client - even if they are not in the office. The result
has significantly improved customer service, with our
execs being able to respond to queries immediately.
No more delays while a file is being hunted through
filing cabinets, no more apologies and promises to call
back".
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Misys
integration
"We
run the Misys insurance management system to administer
policy and customer details. With TokOpen screen scraping
a user can retrieve a client file while he or she
is working in a Misys screen. Misys also creates the
client file if it doesn't currently exist. This ensures
that Misys continues to drive the business forward
with TokOpen support - with users searching for files
employing their existing system".
"The
TokOpen audit trail keeps an exact and complete record
of all document traffic both in and out so we now
know - instantly, at a few keystrokes - the status
of all and every type of correspondence that arrives
or leaves."
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have been other noticeable benefits. Quite apart from the fact
that we now have all information literally at our fingertips,
the system has engendered a more professional staff ethos. Our
execs are empowered to work more efficiently and this significantly
improves job satisfaction. It also brings management and operational
staff closer together and encourages a more professional team
approach to the business".
"Frankly,
when we first thought about getting a document management
system, I had some reservations. I hadn't got a clue about
the technology. Now, after just a few months, I can't imagine
how we could function without it. If another broker asked
me about our experience of running TokOpen, I'd say I was
very happy with it".
Competitive
edge
"The
bottom line is that we can now provide the same level of service
as the major players, including the new generation of Internet
operators - although with our traditional High Street office
ethos we can provide the personal touch that often they cannot.
It has given us a real competitive business edge".
TokOpen
is a powerful and comprehensive archiving and document solution
that goes far beyond the conventional capture and storage
of documents. It centrally manages the flow of documents through
a user's organisation, maintaining constant document and user
security by controlling who can have access to which documents
and files. There is extremely tight control of file and document
editing - yet immediate on-line access to those who are authorised
- all within a highly disciplined central control regime.
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Tokairo Ltd
20 Linford Forum, Rockingham Drive, Linford Wood,
Milton Keynes, MK14 6LY, UK
Tel: +44 (0) 1908 695 569 | Fax:
+44 (0) 1908 696 961 | E-mail:
info@tokairo.com
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© Copyright 2004 Tokairo
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