Are You a Firewall to Your Own Success?

We probably found this funnier than we should have, but we’re a software company – what do you expect?


Whether you identify with the fax-fanatic or the defeated presenter, hopefully you also found some humor in this. As a paperless organization, it’s intuitive for us to type notes that are automatically backed in a cloud, transfer video files through an online portal, and give virtual presentations via Microsoft Teams. But, all too often, we’re reminded by our colleagues, clients, partners and friends that digital communication is still not the norm.

Burned by the Firewall

We can get a healthy laugh out of this cartoon because it’s satirical of our very existence, which involves the daily battle of digging people’s heels out of the ground when it comes to digitally transforming their painfully paper-heavy processes. To us, going digital makes complete sense: your data is more secure, communicating is easier, efficiency, accountability and visibility are all increased, a few trees and some sanity are saved… the list goes on.

We could talk to you about the benefits of going paperless until we’re blue in the face and, if you’ve had the pleasure of working with us, you know we will. But we’ve come to learn that no matter how many facts we present from every possible angle, we’re not getting passed anyone’s firewall until they turn down the heat. If someone is a stickler on paper and manual procedures, they will incinerate our points with the flames of their implacability before our words have a chance to hit even one ear. Trust us, it happens all the time.

“Why Are You Not Paperless?”

You probably cringe more at this question than the once-per-year holiday dinner where your extended family interrogates every aspect of your personal life. But before you start flame throwing responses like, “it’s much too expensive!” or “the process isn’t broke – why fix it?” we ask that you think about the real reasons behind your apprehension –  growing pains and organization-wide changes are uncomfortable, and it requires a lot of preparation.

No judgment – we completely get it.

Take your time to research, talk to your industry’s thought leaders on paperless organizations, watch demos, and definitely consider the financial investment. Maybe read this article from the National Center for State Courts. But keep in mind that most organizations, and especially public-serving government agencies, are realizing they can no longer gamble sensitive information, data, and years of organizational know-how on the risk of paper, which can be lost, misfiled, easily neglected, or destroyed in natural disasters, like the tragic, unexpected California wildfires.

So What is the First Step to Going Paperless?

Be open to it. Understand what it means to “go paperless” (hint: it’s more than just emailing and/or eFiling). Take an inventory of your current infrastructure and procedures, and identify what’s not working or could be improved. Visualize the potential of your organization and set the goals to get there.

Once you have that, give us a call. We’ll partner with you to understand where your organization is  compared to where you want it to be and work hand-in-hand with you to establish blueprints for your paperless organization – even if we have to fax the initial plans to you.

We Want to Hear From You!

As much as we like to talk, we’re also great listeners! Leave your answer in the comment section below. We read and respond – promise!

Which persona do you identify with in the cartoon above? What is or was your biggest hurdle to digital transformation?

Want to stay updated on the latest government tech trends? Find the news directly in your social feed by following the ImageSoft Government Solutions showcase page.


February’s Resolutions for Insurers

The LifeHack website posted a blog recently called Why You Should Start Your New Year in February. It resonates for many reasons. For parents, the New Year starts in September when the kids go back to school. For some companies, the fiscal year starts in October or June, so January is more of the same. The post-holiday letdown makes January resolutions doomed to fail.

179_febresolutionInstead of January New Year resolutions, the idea is to hit the ground running with those resolutions in February.

For insurers, February is the month to resolve to improve customer communication management and automation.

Customer Communication Management for Insurers

Your February resolution to improve customer communication management will drive better customer relations. Insurers thrive when they have a complete view of their customers and manage customer information and communication with automated, integrated systems.

Today’s insurer needs more customer contact beyond point of renewal and claims filing, and to be nimble enough to manage that contact in a strategic way.

Better customer communication management comes from automating key systems and streamlining information management. It delivers on three major goals:

  • Drives customer intelligence – With better enterprise document management tools, insurers gain insights about their customers, see patterns and predict the choices they will make. This makes insurers more engaged service providers, tailoring offerings to the customer to fit their choices. Personalized interaction also builds trust. Having access to the critical content needed to understand and predict a policy holder’s needs provides that personalized interaction.

    Agents and customer service reps need ready access to the data to solve customer issues, predict their needs, retain and upsell the customer by delivering relevant and personalized customer experiences.

  • Enables predictive analytics – By connecting systems and information, insurers can create predictive analytics by extracting information from existing data to discover patterns, future outcomes and trends. They can gain actionable insights to make data-driven decisions throughout the insurance lifecycle. It adds understanding of how customers might react to promotions, for example, and can help improve claim performance and underwriting results. At the same time, it can detect fraud or payment abuse.

    When customer information is disconnected in system siloes or not managed in a document management solution, predictive analytics are impossible.

  • Prescribes customer alignment – Insurers want to be able to segment customers by contribution, allowing for efficient resource allocation and business process alignment. Having a complete view of the customer means they can be grouped with like-minded customers to create personalized communication by group or segment. It means knowing your customer and growing revenues and margins from high contribution customers while lowering costs from low or negative margin customers.

Make February’s Resolution Digital Transformation  

If your customer data is siloed, your technology systems don’t talk to each other, or you still have paper-based systems, you won’t manage critical content effectively to have good customer relations and provide strategic customer support. How you make decisions, manage processes, and provide customer service depends on the systems and technology connecting the information.

Better and faster communication with customers, coupled with innovations to meet customer needs, are the focus of the digital transformation required for insurer success in the 21st century.

Digital transformation is about building strong customer relationships by implementing innovative technology, embracing a digital workflow and becoming a paperless office. Consumers want products and services that resonate with their personal needs, delivered in a way that includes a sincere relationship with their carrier.

By leveraging digital processes, alternate providers and InsurTech disrupters are having an impact on customer information management:

  • Insurance premiums are becoming more personalized with tech-enabled insight from wearables, mobile and other data gathering devices. Digitally intelligent insurers can build insight through relationships that exist across data sets.
  • Lifestyle apps and digital engagement are affecting relationships between the insurer and the insured. If an insured is engaging with the insurer and its lifestyle apps, insurers benefit from greater insight and more informed risk assessments.
  • Claims settlement is becoming faster, automated and a self-service process. Manual claims processes mean insurers spend too much of a customer’s premium on the claims process. InsurTech disruptors are putting the process in the customer’s hands with an automated review of claims, and decisions and payout approvals all automated.

Achieving That February Resolution

Your February resolution should be to connect with the right-fit partner to improve customer information management and digital transformation. The goal is to connect systems and achieve a complete customer view. The appropriate enterprise content management solution (ECM) should centralize all types and formats of critical content and integrate with your core line-of-business systems, giving users access to relevant data directly from familiar system interfaces, such as Guidewire or Duck Creek.

Resolve to pick a solution and partner that:

  • Centralizes all content, going beyond a simple document repository by adding enterprise-class secure document management functionality that seamlessly integrates with your existing core system.
  • Automates all supporting processes and identifies gaps.
  • Consolidates disconnected data, including all related tasks, activities, conversations and other data managed outside of your core systems (e.g., via email inboxes, spreadsheets, manual paper-based databases and legacy applications).

The goal is connected, easily accessible, tracked and secure customer data.

Resolve to embrace digital transformation that improves customer experience – this is a strategic differentiator for insurers. Leveraging innovation to deliver a personalized customer experience gives insurers a competitive edge.

ImageSoft Guides Digital Resolutions

ImageSoft can help you implement your digital resolutions with industry-leading ECM 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 that an integrated ECM solution can provide.

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

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