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Knowledge Management Questar Callon St. Mary Land Energy Company Evarts- Tremaine- Flicker Fidelity Exploration All Studies |
Case StudyThe Evarts-Tremaine-Flicker CompanyImaging initiative provides document access solution to Cleveland's oldest insurance agency.Business Challenge: Provide an affordable, efficient imaging solution to provide immediate access to insurance documents and reduce the cost of filing and storing paper documents. Solution: Software - DocVue Document Manager, DocVue Imaging and DocVue Web Client Hardware - Fujitsu 4097D Flatbed scanner, Dell server and scan station, Microsoft Windows NT network Background Founded in 1844, The Evarts-Tremaine-Flicker Company (ETF) is Cleveland's oldest insurance agency. As independent agents, ETF represents numerous insurance companies for both commercial and personal lines. Their diverse client list ranges from publicly-traded corporations, to family businesses, to individuals. ETF was searching for an easier, faster and more cost-effective way to manage client files. The records of correspondence, policyholder claims, photographs, and other historical policy data were stored as paper documents in conventional filing cabinets, requiring large amounts of floor space. Retrieving files from cabinets was cumbersome and many were misfiled or misplaced. "As a 155 year old company, we were buried in paper," said John Hannon, Operations Manager at ETF. "We try to be an innovative company, and we knew that there had to be a better way to manage our documents and files. We wanted to be able retrieve our clients' documents while we were on the phone with them, rather than having to search through files and call them back. The same was true for company-related correspondence and contracts. We wanted instant access to our information - and it had to be easy to use." ETF realized that they needed a document imaging and management system to reduce their filing costs and improve their document retrieval time in order to improve customer service. Solution ETF chose the DocVue suite of products to address their Electronic Document Management needs. "We evaluated a number of products and felt that DocVue clearly was the best solution," continued John Hannon. "The imaging software had the flexibility to handle all of our different documents, the repository could index and secure the information, and our producers and CSRs would find the browser-based interface intuitive and easy to use. It was a perfect fit." Full Circle Systems designed and implemented a system for ETF that included a Fujitsu scanner, a Dell server and scan station and the DocVue suite of products. This included DocVue Imaging module for scanning and indexing documents, DocVue Document Manager for storing scanned images and electronic documents such as digital pictures and DocVue Web Client for retrieving documents using a Web Browser. Full Circle Systems worked with ETF to understand the specific documents that were to be imaged and establish an intuitive indexing scheme that would make the documents easy to retrieve. Fifteen index fields were identified that would allow for the retrieval of any document. "Searching by client name and number was essential, but we also wanted to be able to narrow the searches by lines of business and the document type, as well as by date," said Hannon. "Between our commercial and personal lines departments we have over 50 lines of business and 30 types of documents. We needed an automated way for the person doing the imaging to enter these values or we wouldn't be able to keep up with the volume of documents we receive." To eliminate the manual data entry time, Full Circle Systems created Header Sheets that had check boxes for each line of business and document type. The agents would fill out the header sheet and check the appropriate boxes. DocVue Imaging was used to scan the documents and, using Optical Mark Recognition (OMR), automatically index the correct line of business and document type. In addition, the client number was validated against ETF's agency management system, and the client code was automatically populated from the system. ETF was able to publish electronic files as well, such as pictures taken to support a claim into the repository. "With the DocVue Web Client, it is easy for our producers and CSRs to retrieve the documents they need," said John Hannon. "At the same time, it is important that they only see the documents that they should see. DocVue's security features help us keep the information secure." Results ETF is very satisfied with the DocVue system. "We are as close to paperless as an agency can be, which is amazing considering the volume of paper generated in our industry," continued Hannon. "We have removed our filing cabinets from the office and are able to retrieve documents while our clients are on the phone. Our customer service has improved, our associates are thrilled with the system, and we are a more productive firm. As my great-uncle Elliot would have said, 'It's the best thing since indoor plumbing.'" The more experience ETF gained with DocVue, the more applications they found for the system. Accounting information, articles about their partner companies and corporate records are some new types of documents that are being stored in the document management system. Back To Case Studies |
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