Episode 18: Creating Efficient Customer Correspondence Management and Content Services


Here’s a hard truth: Your current methods of creating, distributing, and archiving customer letters or other communications probably include a lot of manual steps with outdated or disconnected systems. Carolyn Kane, senior product evangelist for Hyland, talks us through the many benefits that automated customer correspondence management can bring to your organization.

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Jeopardy Abbreviations for Insurers

To celebrate the 35th anniversary of the Jeopardy game show, let’s play the category of Abbreviations for Insurers.

185_jeopardy

Me: Let’s start with Abbreviations for Insurers for $200, Alex.

Alex: The answer is: ECM

Me: What is Enterprise Content Management?

Insurers were among the early adopters of imaging and related software, but today many of those solutions are out of date, no longer supported or so customized and patched up that it takes too many steps to even get them to work. Workarounds abound. They leave data in siloes, can’t communicate with other programs and are vulnerable to security issues. Growth and innovation are stunted.

An ECM solution with workflow for insurers automates all manual systems and integrates with your current imaging and policy administration software. It brings efficiency, transparency, and cost savings with data security. Managing your workflow, the ECM digitally identifies, routes, maintains and manages all documents and data points. From scanned documents, application files, Web content, and multimedia content, to emails and industry standard ACORD XML files, an ECM solution integrates document, workflow, business process and record management with a single application that also integrates with existing policy administration and claims processing systems.

Me: Next I’ll take Abbreviations for Insurers for $400, Alex.

Alex: The answer is: CMS

Me: What is Case Management or Content Management System?

Insurers deal with millions of data points about customers in a variety of forms and formats. If these data points are siloed in outdated legacy solutions that don’t communicate with each other, insurers are only seeing a fraction of the customer information they need to open a policy or process a claim.

A comprehensive case management system is a platform that streamlines capture, case management, document management, secure file sharing, customer communication management, and workflow that integrates with your modern core system and business applications.

A CMS delivers document management of all types, including scanned paper documents, faxes, print streams, application files, electronic forms, web content, multimedia files, customer communications and emails.

It gives insurers the options to easily configure and integrate an unlimited number of content-enabled applications and solutions to manage content, processes, communications and cases across your entire enterprise with the modern core systems that run your business.

With a CMS, claims administrators or examiners manage all aspects of a claim, from early assessment to investigation to settlement. Insurers can collect, review and maintain the supporting documentation to assess the claimant’s coverage, validate statements and negotiate payment of claims. One integrated platform promotes access to all necessary information, task assignments and schedules, notifications and time-based reminders – bringing efficiency and lowering costs.

Me: Moving down the board, I’ll take Abbreviations for Insurers for $600, Alex

Alex: You’ve picked the daily double. The answer is RPA.

Me: I’ll make it a true daily double, Alex! (I’ve always wanted to say that). What is robotic process automation?

It goes by several different names, but RPA for robotic process automation is the main one. We’ve also heard the terms jet issue and automatic underwriting bandied about. It all comes down to the same idea: automating repeatable, rule-based processes, such as underwriting tasks, web services, and lookups – much of it in the name of giving consumers what they’re asking for, an online “Amazon-like” experience with insurance. Consumers are looking for mobile and 24/7 access with quick responses online.

Insurance workflows such as new business and underwriting, claims registration and processing and the creation of business and process analytics lend themselves to automation.

Software developers are working to automate these insurance tasks to address the demand for RPA in the marketplace. For example, they are adding chat bots that handle a variety of underwriting tasks. It amounts to “no touch” claims processing. They are identifying manual processes that can easily be automated to optimize processes, increase collaboration and reduce costs.

Many insurers are using automation to create efficiencies in the industry including smartphone apps, consumer activity wearables, claim acceleration tools, individual consumer risk development systems, online policy handling apps, automated compliance processing and more.

ImageSoft insurance solutions offer automation and operational efficiency to insurers and modernized content and process management. This includes digitizing existing processes and introducing AI to further streamline operations and reduce costs. We are leveraging front- and back-end technology to give customers a transparent and more personalized response. These technology advances capitalize on the wealth of data collected through tech devices and big data sources. The goal is to securely and efficiently manage cases, content and processes.

Alex: And there’s the buzzer. We won’t get to the rest of the categories today.

ImageSoft can guide you through the abbreviations for insurers to achieve the efficiencies and cost savings you need with industry-leading solutions for insurance. Gain automated workflows, improved speed and efficiency, reduced costs and proper compliance. ImageSoft is ready to help your company reap the benefits from all of the abbreviations.

Look for more information about our solutions for life and property and casualty insurance, plus workers’ comp.

Follow ImageSoft’s Insurance Solutions LinkedIn Showcase page to understand all the abbreviations.

Going Beyond your CMS with ECM

112_bucketMany CMS systems come with some form of a “bucket” that holds documents that can be attached to a case file. These folders of attached case file documents are a great resource when looking at a specific case. However, they leave a lot of the real value contained within and about the documents themselves.

An integrated ECM (enterprise content management) system can provide far more benefit than a simple bucket because it’s able to unlock:

  • The content of those documents
  • Much more detailed information about each document
  • Rich information about the documents and the information within them in aggregate form in ways that are helpful to the court

Courts love the benefits of the full text searching capabilities provided by an ECM system. Full text searching allows you to search using a combination of metadata and text search criteria, the contents of a document, an entire case file, a group of files, or even the global case file spectrum for information of value that would not appear as data in your CMS. Judges will find this capability can be particularly helpful when rendering a decision in regards to a motion, evidentiary hearing, or final judgment.

Documents have metadata associated with them. For many CMS, if you wanted, for instance, a list of all judgments on a particular defendant or case type, or to see all complaints filed by a plaintiff, performing this kind of search would be quite cumbersome, if indeed it was possible at all.  In comparison, with an ECM system, searches across documents and cases are quick, simple, and may even be set up to be automatic.

With a CMS, viewing multiple documents side-by-side, particularly if they are from different cases, is problematic.An ECM system makes side-by-side viewing simple and clear.

Another advantage is that some ECM systems, such as JusticeTech by ImageSoft, allows case file to be displayed differently to different groups of people. A clerk and judge may want to look at a case file set up differently because they have different functional needs. A modern ECM system can provide that flexibility without having to re-arrange, develop a “compromise” arrangement, or, worst of all, duplicate a file. Furthermore, documents that only the judge should see, such as medical reports and confidential information, can be made available only to authorized judges and staff.

To obtain the full benefits of an ECM, It is vitally important for the court that the ECM system have a seamless integration with the CMS. For a quick overview of some of the reasons, see the blog post Deja Vu All Over Again.Well-designed integration will make the overall system feel natural to users and be easy for the court to maintain, thereby helping with user adoption and the long term viability of the solution.