Jump forward several years and the insurer has more than 100 million documents stored in Alfresco platform — and each is searchable and instantly available, wherever the staff member happens to be located. With remote work a necessity during lockdowns, this has ensured business continuity and seamless collaboration across teams and departments.
In-house retention policies are managed automatically through the platform, with claims and associated paperwork removed from the system and storage after a set period of time. Mainframe print jobs are now stored electronically, which means team members can search and extract historical information from documents in a matter of minutes. The same goes for all digitized files, with once-static information now digitally available and placed at an employee’s fingertips with just the click of a button.
“Alfresco platform paid for itself in storage space right from Day 1. We can now keep copies of documents for a fraction of the cost and team members can easily find and retrieve them, which ultimately improves the customer experience,” a spokesperson from the organization said.
The platform also provides the benefit of document preservation. The insurer handled a project for a client that included multiple asbestos claims. Historical documentation had been stored for upward of 40 years, making it fragile and not easily handled. Once the documents were carefully scanned and uploaded to Alfresco platform, employees were able to easily access and search the files, with no risk of further degradation. Another benefit to the insurer is the capability of the platform to find historical documents through the metadata associated with each digital file. Regardless of how old the document is, the metadata provides an auditable, digital trail that allows users to precisely locate information anywhere in the system.
The insurer is now scaling up the number of users on the Alfresco platform, with licenses more than doubling to approximately 5,000. Once the platform was migrated to the latest version, the organization rolled it out to other parts of the business, bringing the same levels of functionality to new teams and processes. The broader adoption is coupled with a more hybrid approach to document accessibility, providing users with the ability to access workflows via mobile devices.
Ultimately, the large insurance company has saved employees a lot of time, while reducing the cost of physical storage. Files and documents are infinitely more searchable and actionable, and business processes are more efficient.
“With Alfresco platform, users have gone from taking 10-15 minutes to find and retrieve a document to just two seconds. It’s a well-oiled machine at this point,” the spokesperson said. “It now integrates with 12 to 14 of our other line-of-business tools, and as projects come up with a document component or requiring a document management process, we are part of the rollout. Alfresco platform is really a part of our company backbone.”