Aviva: Kofax Provides World’s 5th Largest Insurance Group with Solution to Automate Capture of Customer Account Documents
Challenge
As their client and product portfolio volume have grown, Aviva faced a challenge to evolve its customer service processes to comply with stringent insurance and financial regulatory requirements. With the business emphasizing a renewed focus on recognizing the needs of customers, Aviva was also keen to find new ways to improve the speed, accuracy, security and responsiveness of how it managed its customers. These factors combined to compel the organization to seek infrastructure improvements to optimize its document driven business processes in order to increase efficiency, drive down business costs and improve customer service.
In the early days, scanned documents were uploaded into its Optika document management server. Documents within this server were filed according to Policy No., which meant that all documents related to the same policy were filed together. However, as its business grew and volumes exploded, searching for and retrieving account documents became time-consuming because documents were not categorized. Staff had to search through all the forms related to a specific policy to find the document they needed. The document management software was slow as it labored to handle the increasing volume of customer requests and inquiries.
On a daily basis, the company found itself challenged when managing the massive volumes of daily paper that were coming into its two main customer document processing centers in Singapore and Hong Kong. Because the current process was very labor intensive, Aviva recognized that this was going to impact on their customer service levels and turnaround times as they continued to grow their business. Aviva needed a robust enterprise capture solution to turn the tide.
Solution
To address its needs, the company turned to Kofax, the leading provider of document driven business process automation solutions. At the heart of its solution is Kofax Capture, the world’s leading information capture platform. This software automates business processes by capturing paper and electronic documents and forms in a digital format, transforming content into accurate data, and then delivering the resulting information to an organization’s business applications and repositories.
With the Kofax solution implemented, scanning staff can now quickly scan both structured and unstructured documents, converting paper into electronic data. Once the information is validated, it is then routed into the group’s IBM document management system for archiving or delivered to staff work baskets for additional processing. This system enables Aviva to efficiently manage its many different form types and perform real-time account look ups and data retrieval quickly and accurately.
Results
With Kofax’s solution, together with IBM’s Content Manager, the group is now able to process more than 5.1 million pages of documents and forms each year, thereby reducing operational costs and better enabling workers to consistently meet and even exceed customer service levels and expectations.
The organization’s new solution has also increased data accuracy and quality control, which has significantly improved Aviva’s abilities to meet strict auditing requirements. Recently, the company was awarded certification under Singapore’s Evidence Act, which addresses regulatory parameters around electronic transactions for insurance, financial and other sensitive documents and information. This was a major milestone because the entire capture and document automation system was certified.
"The best thing was that through it all, Kofax was supportive and always ready to assist," said Hema Jayaseelan, Document Management Manager, Customer Services – Operations Support with Aviva. "Their sales and technical support teams were responsive to our requests and in resolving any issues that arose. This, and not just the system, played a big part in the success of our system deployment."
