7 Reasons Why ECM Is the Answer for Insurers – Part 3

In this blog series, we’re looking at how enterprise content management brings modern technology to the insurance industry to streamline:

Part 3: Case Management

“I can’t find your file right now.” SAID NO CUSTOMER SERVICE REP EVER. But if your employees have to track down documents and data spread out among Excel spreadsheets, systems that don’t communicate with each other or worse, in paper files on employee desks, customer service suffers.

Insurers need on-the-spot access to claims information, case files, and documentation managed on one, easy-to-use platform.

Having a modern case management solution can make or break an insurer. It enhances claims and new business processing by giving a full view of the insured’s profile or risk in one single view. It amounts to better, more informed decision-making by improving investigations, customer service, incident management and claims handling.

Without up-to-date and automated ways to manage cases, insurers face delayed service requests, unanswered complaints, and limited visibility into work projects. Customer expectations for real-time service and responsiveness have grown exponentially in the last few years – they will leave an insurer with poor customer service in a heartbeat.

Do We Need Case Management Software?

It’s a valid question. Undoubtedly, adding software and investing in an enterprise content management solution (ECM) with integrated case management functionality is a critical decision.

  • How does your organization currently process cases?  Are there inefficiencies, error-prone manual steps, or siloed information?
  • Are current processes enabling your knowledge workers to deliver the best possible service to your clients while remaining flexible and efficient?
  • Can your employees solve problems effectively with a complete view of all the information they need to complete their work?

Your answers to these questions will suggest whether a software upgrade is what you need. 

The Benefits of Case Management

A robust case management system (CMS) coordinates the collection and sharing of information among relevant users. The benefits include faster decision-making, better customer relationships, quicker claims processing from early assessment to investigation through settlement, easier processing tasks for employees when they have a complete view of the information they need, when and where they need it.

As an insurer begins the claim process, carriers are undertaking multiple tasks including collecting, collating, filing and reviewing supporting documentation to assess the claimant’s coverage, validating statements and negotiating payment of claims. Most legacy systems (and even some modern ones) lack the capability to effectively track and manage claims. They may store claim data, particularly final decisions, but most of the business decisions and actions around a claim happen outside the core system.  

An ECM with a solution for coordinating cases gives claims examiners easy access to information, schedules tasks, highlights and processes notifications and adds time-based reminders to increase efficiency. It’s critical that such a process is integrated with financial systems to manage payment schedules, provides control over the release of funds, and streamlines track and audit claims-related activities to reduce compliance risks. 

Here are some of the strategic benefits of an integrated case management solution:

  • Increases productivity. An automated solution for managing cases reduces the need to search for information across multiple data sources – it gives a complete view of information all in one place.  No more toggling between systems or managing multiple spreadsheets – staff remain within the same intuitive interface, logging activities, adding notes and updates, delegating tasks, and scheduling events.
  • Improves visibility and control. Reporting dashboards and activity audit trails increase transparency, support compliance and help organizations identify opportunities for improvement.
  • Ensure smooth handoffs and effective collaboration. With critical information and supporting content instantly accessible to all authorized employees throughout the case, organizations gain effective collaboration – whether that’s while completing a project, resolving an issue or providing exceptional customer service.

A modern enterprise solution ensures tasks are completed in a timely manner with reminders, timers, notifications, and other communications. It also drives value with fast deployment and quick returns with a full audit trail for reporting and compliance with operational policies.

By managing data relationships, documents and processes on a single platform integrated with your core systems, an enterprise technology solution empowers employees to effectively manage cases and make better business decisions. A platform that scales to support business needs across individuals, teams and departments drives value and elevates productivity enterprise-wide.

Next Up

Our next blog in this series will highlight content management.

But for now: what kind of case management challenges are you currently facing?

ImageSoft can guide you through the selection of enterprise solutions for insurers to achieve the efficiencies and cost savings you need. Our industry-leading solutions for insurance offer automated workflows, improved speed and efficiency, reduced costs and proper compliance. ImageSoft is ready to help your company reap the benefits from integrated enterprise content management. 

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 for more details about ECM. 

Episode 019: Connecting the Court at NACM’s Annual Conference


The National Association for Court Management’s (NACM) annual conference is one of the most-anticipated events each year for the justice community…and this year, we have an all-star team on stage discussing court technology! Listen in on this lively conversation between Brad Smith, ImageSoft’s senior justice consultant; Ben Martin of Mentis Technology Solutions; and Dan Willis, Trial Court Administrator for McHenry County in Illinois, as they debate how to best integrate technology in the court system.

Check out this episode!

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Data Conversion: The Do’s and Don’ts

Authored by Gabe Russo, Solution Architect at ImageSoft

Imagine that it is go-live Monday. Your company is scheduled to begin using OnBase, or another electronic document management system, for the first time. The level of combined excitement and nervousness is palpable. Documents and other content from the old system are scheduled to be available in the new system when team members arrive for work. Incomplete or missing content would cause serious disruption. It is in this moment you begin to ask: Did the conversion finish? Was any content missed? There are millions of documents to convert, how could I be sure? When and how will I know if anything is wrong?

I'm Fully Confident

I should have remembered – Trust but verify.

Data conversion projects are time consuming, risk-heavy, and essential. They are often conducted as an exploratory exercise wherein new challenges are born from the resolution of others. It is crucial that the outcome of processing is verified for each document. The customer should expect to know exactly what happened to his/her data during the conversion project and the responsible vendor provides it readily. Through transparency, the conversion effort is verifiable cultivating trust between customer and service provider.

Keep in mind the following points as you prepare for a data conversion. Be wary of the service provider who doesn’t.

Source of Truth

Whether using the database or the file system to dictate which content to convert, it is important to understand the differences in approach. When using the database, the service provider might miss files that aren’t represented in the database. When using the file system, the service provider may not be able to interpret important metadata contained in the database. It is better to take a hybrid approach. Use the database as the source but compare it against the file system. In favor of awareness, expose discrepancies while making a deliberate plan for content that doesn’t line up.

Determine What to Convert

Maybe the source system contains old, incomplete, or content with little value moving forward. The data conversion is great time to flush out those facts to determine what needs to be moved. Sometimes it makes the most sense to convert everything and to use retention rules to eliminate content later. At other times, it can make the conversion process more efficient to ignore unnecessary content. Regardless, be sure to define the rules for what must be converted. This will make the process of reconciliation easier to complete.

Snapshots

Ensure the conversion process is separated from the source system. Taking periodic snapshots of the source system during the life span of the conversion affords several key benefits. First, the source system is left unimpeded by the intense burden of conversion processing. Second, the conversion content is captured as a point in time representation of the source system making it easier to define exactly what content was converted and when. Third, conversion processing often requires iterative actions. Using snapshots allows iterations to occur rapidly in isolation from the source system.

Capture State

Each step of the conversion process must be ACID (atomicity, consistency, isolation and durability). Avoid implementing a solution that violates these core principles. Ensure the conversion process is designed to work on chunks of data. A conversion solution should operate as a pipeline of loosely connected events as opposed to single large unit of work.

Excluded or Errored

It must be easy to distinguish documents that were deliberately ignored from those that meet an error condition. To accomplish that means that all documents recorded in the source system must be indexed by the conversion solution. Otherwise, it will be difficult or impossible to reconcile the systems while being certain that documents aren’t missed.

Verify the import

ImageSoft includes the source system document ID as a keyword in target OnBase systems. It’s a small refinement to make reconciling the systems easy. Don’t assume every import batch is successful; Prove it.

After all, the reward of a thing well done is to have done it.

Digging Deeper into Data Conversion

Interested in understanding ImageSoft’s approach to data conversion? Want a glance at our non-traditional resume of successful conversions? Trying to anticipate what your organization should expect? Answer all these questions and more by visiting our conversions webpage.

We Want to Hear From You!

If you’re anticipating a data conversion, what is your strongest apprehension?

If you’ve undergone a data conversion, what was your experience?

Tell us in the “comments” section below or on our LinkedIn page. We read and respond – promise!

“What’s Your Super Power?” – A Cross Analysis to Combat Government Kryptonite

You can work hard, but if you don’t work smart you’ll work for the rest of your life,”

– Tony Stark, Iron Man.

Do remember being asked, “if you could have any super-power, what would you like it to be?”? Even more importantly, do you remember your answer? As kids, many of us longed to mirror the far-fetched yet undeniably “super” tools of our favorite heroes: the ability to fly, webs on-demand and car-crushing strength. We put on capes, grabbed make-shift cardboard swords and, just like that, had all the power in the world.

So isn’t it ironic that, as we mature and step into real-world positions of power, we become less confident in our abilities? Walking into any job, especially government-based roles, knowing there are countless people depending on the services we provide, yet we check our creativity and beliefs in what could-be at the door. The status quo becomes our kryptonite and we stay shackled to the enemy of routine, never questioning the power it has over us and, consequently, the public.

Realize Your Power

You may not have Superman’s ability to fly, Thor’s hammer or Spider-Man’s webs, but all government staff have an undeniable superpower: the ability to serve people. To make lives easier. To help.

And, just like our admired heroes, the first step is embracing a tool that compliments your power. How can I extend my talents to best serve my purpose? As with almost every government, it starts by doing more with less. So what tool do you want in your belt? The one with most functionality to do the most good.

OnBase is both a jack-of-all trades and easily attainable – no combat necessary. Best of all, only one belt notch is needed to embrace the aptitude of several superheroes.

Functionality United

When engaged in government settings, OnBase functionality channels the strength of several commonly sought-after super tools. And we’re no Joker – take a look at the cross analysis below:

Superhero Channeled Feature Description
Superman Ability to fly Enterprise content management (ECM) allows admins and users to oversee all records, data and workflow from a bird’s eye view. No digging for information in a variety of different places – everything you need is located in one central cloud-based system and only minimal clicks away.
Wonder Woman Lasso of truth With complete audit trails of who has made which edits to what document, the integrity of every record is kept intact while the transparency holds staff accountable for completing to do’s in a timely fashion.
Captain America Shield Compliance standards are in place for a reason, and occasionally checked up on. Shield your agency or organization from fines or denouncement by applying security steps and transparency features to prevent compliance wars.
Spider-Man Webs Swing from task to task with one-click ease thanks to OnBase’s organizational ability. With rules-based workflows and calendar reminders, staff stay on top of daily tasks and deadlines. Once completed, users simply click “send” to push the documents on to the next step and progress through their own steps.
Thor “Mjolnir” (AKA, the hammer) All the power and strength of this tool rests within your hands. With a customizable dashboard and wor kview, users wield control over their day-to-day processes and how they navigate through it all. Not to mention they perform each task in an impeccably “smash”ing manner!
Iron Man Self-made man Configurability and integration are two of OnBase’s most cherished features. Similar to Iron Man piecing himself together, as opposed to being born into power or the beneficiary of a chemical mishap, OnBase gives you control over business process management, and seamlessly integrates with other case or administrative systems. Both features allow users to plug in where needed, access necessary information and construct a system and process that works in their favor.

“What’s your favorite Super Power?”

Remember: a superhero isn’t defined by a movie – it’s determined by a mindset. So let’s revisit that very first question. Think about your day-to-day activities: who do you support? How? What bigger-picture difference are you contributing to?

More importantly, in the spirit of Iron Man, how could you work smarter – not harder? A helpful read when considering these things is Hyland’s “Superhero clerks and why public records are their kryptonite.”

We Want to Hear From You!

Who’s your favorite superhero? What OnBase functionality do you think he/she would like best?

Respond in the “comments” below or on our Government Solutions LinkedIn Showcase page. We read and respond – promise!

A Glimpse in the Rear-View Mirror: Velocity 2019 Recap

With the dust finally settling from Velocity 2019, we’re giving our OnBase-enthused engines a breather as we shift into park until 2020. But before we officially turn back the key, let’s take one last glimpse in the rear-view mirror at all the innovation, collaboration and pure fun that fueled such an accelerating event for courts, governments, insurance organizations, back offices and others across the nation.

Day One: Fine-Tuning

Velocity Training 2019

Rubber immediately met the road for the 30 OnBase admins who attended Tuesday’s all-day training sessions. Divided into general and advanced classes and instructed by two ImageSoft sales engineers, the sessions blueprinted many traditional and new OnBase tools that serve admins across every industry.

Some Traded in Cars for Carts

A few attendees decided to spend the day driving their momentum across the course during a round of golf and networking with ImageSoft account executives at The Inn at St. Johns.

A Dine No One Dashed On

Whether attendees opted for taking swings or stroking keys, everyone reconvened under one roof for a complimentary dinner, cocktails and catching up at the Novi Suburban Collection Showplace. On the menu? Something for everyone! With stations serving up Mexican fare, Mediterranean-Greek style dishes and good ol’ BBQ, it was easy to indulge in conversation with new and familiar faces while visiting and enjoying each spread.

Day Two: Showtime!

With vibrant teal lanyards and a personalized schedule in front of them, the roughly 100 “day two” attendees enjoyed session after session (with trail mix and nacho bars refueling them in between!), hearing first-hand customer stories about the opportunities afforded from the electronic workflow, case management and overall streamlined communications that OnBase provides. While sessions were organized on industry-specific tracks, participants were free to attend any session that peaked their interest. After all, it’s not uncommon for the prosecutor’s office to be inspired by seeing OnBase at work in the courtroom.

Before the busy day ahead, however, all attendees were invited to join us for breakfast and a brief general session, featuring a guest speaker who is the “apple” of many technology-inspired eyes.

Will the Real Steve Jobs Please Stand Up?

A complete 180° from Emcee Adam Rose’s cowboy getup during last year’s Velocity, attendees were unexpectedly greeted by Steve Jobs. Well, kind of. It was ImageSoft CEO Dave Hawkins channeling his inner Jobs, complete with a black mock turtle-neck sweater, casual blue jeans, white New Balance sneakers and all the appropriate iconic quotes and mannerisms.

All entertainment aside, Dave opened the day by spelling out the “why” of technology innovators in the context of encouraging sentiments. Building on quotes such as “Innovation is the ability to see change as an opportunity, not a threat” and “Think Different,” Dave’s contagious excitement about the paperless future energized the room and opened everyone’s minds to the possibility of their ideas, the inspiration of what’s been done and the opportunity of what’s to come.

“I wanted to draw on the wisdom of a universally admired master innovator to convey a few key principles of success: the willingness to try crazy ideas, the discipline to focus and the need to persevere,” said Dave. “These traits can make or break IT projects.”

Survey Says…

We’re not just bragging. We swapped completed surveys for swag bags on the way out and are humbled to share that, out of a four-star possibility, attendees gave us an average of 3.8. Our most common, free-handed response? “Loved seeing how other organizations used the products!”

Catch all the social engagement, “tweet” moments and pictures on the #Velocity2019 feed!

We Want to Hear From You!

2019 Velocity attendees: what was your most memorable Velocity moment? How about your new favorite OnBase feature?

Future Velocity attendees: what session topic would be a “must-see” for you?

Answer below or on our LinkedIn page. We read and respond – promise!

Episode 13: Follow the #InsurTech Road — Exploring Insurance Technology Solutions with Jeff Hiegert


As the pace of business in the insurance industry continues to grow, agencies are increasingly looking to technology to help them better manage their daily operations and grow their businesses. Jeff Hiegert, senior customer advisor for insurance at Hyland, is taking us through the many different ways technology solutions are improving every facet of today’s modern insurers.

Check out this episode!

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Episode 010: 19 Ways Government Agencies Can Leverage Technology in 2019 – Part 2

In part two of a two-part episode, Kevin Ledgister, marketing manager for ImageSoft (a reseller of Hyland’s OnBase solution), shares some quick tips for using OnBase to supercharge your agency’s efficiency.

Continue reading “Episode 010: 19 Ways Government Agencies Can Leverage Technology in 2019 – Part 2”

Episode 009: 19 Ways Government Agencies Can Leverage Technology in 2019 – Part 1

Government agencies are constantly tasked with doing more with less: less money, less time, and fewer team members. But the information and services that you provide to your constituents is high in demand, which can put you in a tight spot. In part one of a two-part episode, Kevin Ledgister, marketing manager for ImageSoft (a reseller of Hyland’s OnBase solution), shares some quick tips for using OnBase to supercharge your agency’s efficiency.

Continue reading “Episode 009: 19 Ways Government Agencies Can Leverage Technology in 2019 – Part 1”

Episode 006: Steps to Going Paperless in the Courts

Digitizing the contemporary court space can seem like a colossal task – but the reality is that courts around the country are going paperless every day. So what does it mean for a court to truly be paperless…and even then, how do you get there? Brad Smith, Senior Justice Consultant for ImageSoft, answers these questions and more, putting your paperless jitters to rest once and for all.

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Episode 004: Automation We’re Thankful For

Technology has become such a standard part of modern life that sometimes, it can be hard to remember a time without it. Kevin Ledgister, ImageSoft’s Marketing Manager, shares a few real-life examples – including references to a Sean Connery film and a nearly-missed flight – to put into context just how much technology has contributed to our everyday lives.

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