27 April 1998 - In a (IR) £3million project Irish Progressive, one of Ireland's leading life assurance, pensions and investment providers, has implemented an enterprise-wide integrated document management solution from FileNET in its customer handling department to help improve levels of customer service.
As part of it's plan to become more customer focused, Irish Progressive conducted a study of its business and was dissatisfied with the time it took to respond to customer enquiries, and the amount of paper generated by the business. Having acknowledged these factors a business case was generated to support the deployment of a document management solution that would help improve efficiency and productivity.
According to Bobby Scannell, Special Projects Manager at Irish Progressive the document management solution is an important part of the company's plans for further improving its customer relations.
"We recognise that if our business continues to grow at the current rate, 51% in 1997 based on our annual premium equivalent, we need to be able to provide a consistent level of service to a much larger customer base. The document management solution allows customers' details, related correspondence and policy documents to be displayed on screen, enabling the customer service representative to handle enquiries more efficiently," said Bobby Scannell.
Previously, customer details were stored on the mainframe and policy details were held in individual paper files. This often led to delays as the customer service representative would have to access details on the mainframe and then locate the appropriate file before being able to respond to a query.
Having reviewed responses to tender from a number of vendors, Irish Progressive chose Phoenix's solution because of their proven expertise at dealing with projects of this scale and the robustness of the FileNET product set.
As Bobby Scannell explains: "We chose FileNET because of the technical strength of the product and its ability to most closely match the model we wanted to replicate. Phoenix with their close relationship with FileNET, their expertise in the insurance market and their fixed time/fixed price approach instilled us with confidence that they could manage a project of this size."
Phase one of the project goes live this month and involves the set-up of the central scanning section which will begin scanning a subset of the existing policy folders. Phase 2 involves rolling out the core processing application to all users allowing them to retrieve and process all incoming work using image and workflow technology. Tighter integration with existing applications in the New Business Area will be built in Phase 3, which will be delivered in July 1998. Resulting in a total implementation time of eight months.
About FileNET Corporation
FileNET Corp. (http://www.FileNET.com) is a proven leader in delivering integrated document management (IDM) software to unleash the power of information for corporate and government organisations. FileNET's Internet and client server solutions provide standards-based workflow, document imaging, electronic document management, and report management (COLD) software for managing information and enhancing productivity. Costa Mesa, Calif.-based FileNET markets its innovative products in more than 60 countries through a global FileNET sales, services and support organisation, including its ValueNet partner program of resellers, system integrators and application developers.
About Phoenix Technology Group Ltd.
Phoenix is a leading provider of business solutions to the Financial sector in Ireland and the United Kingdom. The company's success is based on a proven approach, which delivers real-value business applications. This approach drives out project scope, plan and costs which are agreed with the customer to a fixed price schedule. Applications are developed in its Technology Centre in Dublin and implemented with the customer team in phases of four to six months. Phoenix engages leading edge technology skills and tools together with experienced industry personnel to ensure rapid, low risk, re-usable solutions. For further information please contact Phoenix Technology Group at solutions@phoenix.ie
