How My Informal Meeting Solved an Insurance Company’s Content Management Problem

Glenn’s struggle with content

Glenn and I engaged in a long, candid conversation about the trends in the insurance industry and digital space. While Glenn was optimistic about the digital transformation of insurance processes, he had reservations when it came to managing content.

Glenn’s reluctance stemmed from the fact that despite using a content management system, his teams were still struggling while working on cases that involved a huge flow of documents. They were facing high turnaround times, lack of collaboration, and were unable to access the content at their preferred location and time.

While listening to his story, I had a smile on my face as I knew that I had the perfect solution for him. I did not say anything then but requested for a meeting in his office the next day to learn more about the problem.

Decoding the insurance firm’s challenges and solutions

On my visit to Glenn’s office, he introduced me to Karl, the Operations Manager at the firm. Karl was working on a claims process at the time. Based on my conversation with Karl and the time I spent with him, I gained a solid understanding of how Karl went about his work and the challenges he faced:

Content Access

Karl gathers all the documents relevant to the case. These are large, complex documents present in multiple formats including contracts, memos, videos, MS Office files, and more located in disparate locations.

Document Discovery

Karl jumps through folders to locate the required document in the system. He also scrolls through documents to search for notes and comments marked at previous and subsequent stages.

Document Operations

Karl makes some notes in those documents, marks points in the videos, writes down assessments or recommendations, and invites his colleagues and other agents to put down their notes as well.

Enterprise-wide Collaboration

Karl collaborates with several stakeholders for a case. He requests legal advice or a specialist review of the entire set of documents. He also seeks final recommendations and approvals by sending case files to supervisors.

Customer Communications

After making several changes, combining, or splitting documents, Karl generates and sends communications to customers, claimants, and regulatory authorities

Security and Control

Karl must ensure that the security and confidentiality of documents and information remain intact through enforcement of pre-defined policies, user access control, and redaction of sensitive data from documents

It doesn’t end here

I was able to break down the challenges faced by Glenn and his firm and suggest solutions for them. But I asked myself–

Is it just Glenn, Karl, and their organization?

Are these issues limited to the insurance industry only?

It’s a clear NO!

Whether you’re an insurance company or a bank, unstructured or legacy content management systems often weigh down on employees’ productivity and hamper overall efficiency. Your enterprise needs a content management solution that allows users to access and manage case-related content from a single place, empowering them to collaborate and work on any case with speed and efficiency.

Newgen’s OmniDocs WorkDesk allows you to do all of this and more with its end-to-end content management capabilities with a configurable framework built on its OmniDocs Contextual Content Services Platform. Download the brochure to learn more about Newgen’s OmniDocs WorkDesk.