Customer Service Standards Redefined: Professional Services and Insurers Combine Expertise to Raise the Bar

In this east coast insurance office, customer service is taken very seriously. In an industry that is very competitive, efficiency is vital to providing service that gives companies a competitive edge. We have all heard the adage that the whole is often greater than the sum of its parts. This was true when this insurer, who was already using DocFinity® software, pooled its own resources from geographically isolated areas and tapped into a skilled professional services team to raise the company’s efficiency and customer service to an entirely new level.

The company has two separate claims operations, one located in New Jersey and one in a neighboring state. According to the vice president of claims, the goal of the project was to integrate the two operations and gain greater efficiency through pooled knowledge and resources. They knew that successful integration would allow the company to allocate work more efficiently, share resources effectively, and match claims more closely with members of staff who had the proper skill sets to handle them.

At the time, the company had used DocFinity software for scanning, and anticipated improving operations by implementing automated workflow in their Claims department. OIT’s professional services team helped them to integrate operations and to add and automate additional processes gradually. This allowed them to increase efficiencies significantly in both Claims locations.

The vice president of claims states, “OIT’s Professional Services team really spearheaded the evaluation and customization of Workflow to meet our unique needs. The team did really fantastic work, and worked extremely hard. They were able to take a complicated business process, analyze it, and make it logical. The whole group was very supportive as we moved into production. After spending a lot of time analyzing our processes, they were able to fine-tune and modify them. It’s been a great relationship.

A manager’s goal is to equip workers with the tools they need to work efficiently. This spring we were hit with a nor’easter that nearly doubled our monthly volume of claims. The DocFinity automated system allowed staff [from the secondary location] to be assigned losses from the New Jersey office and to support the people responsible for filing those claims.”

In summary, he adds, “I can be more flexible in staffing if I can allocate work from different locations. DocFinity gives us the ability to better manage our operations. The insurance industry has changed; consumers expect much more timely service, and a much more rapid response, even at nights and on weekends. Our goal is to provide this service and to satisfy our customers. The system gives us the ability to do that. We can route materials throughout our system, and we can address customer needs from remote locations. DocFinity gives us a significant boost in our ability to serve customers efficiently.”

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