Our client, MetLife, an insurance company primarily focused on life insurance, handled countless paper documents and closely related processes in its daily operations. They asked for our help in optimizing—and, more importantly, automating—these processes. Their complexity meant that every off-the-shelf solution fell short, creating a need for a more flexible alternative such as xFLOWer.
The Challenge
All customer documents related to life insurance were paper-based. Although staff knew exactly what to do with each document and whom to forward it to, if a process stalled, locating the form within the workflow took considerable time. In some cases, this also posed a significant financial risk through missed deadlines and other legal issues.
The goal was therefore to create a paperless office.
xFLOWer naturally supports replacing paper-based processes, but this required a thorough redesign of the workflows. Incoming documents had to be digitized and their information processed. The system then made it possible to track exactly where each document was and whether deadlines were being met, while ensuring that processes continued even when a staff member needed someone to cover for them.
The entire process is controlled end to end and accommodates every document type—with unlimited scope to configure additional workflows for new forms.
Following the selection of the solution, we began the transition to a paperless office by creating three workflows. We developed these together during training, providing knowledge transfer and ongoing assistance. Within a few months, employees were able to create new workflows independently, at no additional cost.
Access Management
With such a large volume of sensitive documents, proper access management is essential. xFLOWer supports this as well. Currently, 150 users have access to the system's processes and documents with different permission levels.
Key Applications
● Customer service, underwriting, call center, mailroom, approvals, and administration of the advisor network.
● Processes are based on customer and policy data, which determine the associated documents and workflows, either together or separately.
● Incoming documents are first scanned and linked to customer IDs, then become workflows or cases, either automatically or through manual intervention. Incoming faxes also reach their recipients through xFLOWer.
● The company operates a customer portal where customers can manage matters related to their own policies. Transactions originating from the portal cannot always be automated, but they are automatically routed to the relevant departments.
A key milestone, which also significantly improved data security, was reached shortly after the system went live, when all existing archived documents were scanned and transferred to xFLOWer.
Integration with Other Systems
Thanks to xFLOWer's extensive integration capabilities, the company's in-house CRM system can access documents stored in xFLOWer. In addition to the CRM system, xFLOWer can also receive customer data from other business administration systems.
The initial three workflows have now grown to approximately 500.
Version Control
Tracking different document versions was another challenge. Outgoing documents were not archived, and standard letters and contracts were printed and mailed to customers. These tasks are now handled automatically with xFLOWer.
Summary
As is often the case, a software solution alone would not have been sufficient for our client. At Click On, we make sure to provide ongoing support and high-quality professional assistance with our software in every project, ensuring that it delivers genuine efficiency.
PROJECT INFORMATION
Client:
MetLife
Project Goal:
Digitizing document management
Start of Cooperation
2020