CLEVELAND – Feb. 10, 2012 – By leveraging its enterprise content management (ECM) software suite, Hyland Software’s OnBase solution, Universal Group (UG) aggressively addressed two business process areas that were holding its customer satisfaction ratings hostage: paper file management and disparate information systems. With OnBase, Puerto Rico’s largest insurer achieved more than increased efficiencies; UG earned a customer satisfaction rating of 95 percent and a seat at the table of Celent’s 2012 Model Insurers.
“Superior customer service is among the most important competitive differentiators an insurer can have. Today’s insurance customers –as well as today’s insurance agents – expect immediacy, whether it’s the ability to answer a question or access information,” said Ed McQuiston, insurance solutions manager at Hyland. “Insurers with static document management systems that cannot respond to the changing needs of the organization simply will not be able to meet today’s expectations.”
Selected from among the more than 80 nominations Celent received, UG’s use of content management to improve claims processing was recognized for the business benefit it provides and as a key best practice, underscoring the significant advantages OnBase can offer insurers.
“OnBase provides customers with an ECM solution that’s designed to grow as they do. We know that the business challenges of today will be different tomorrow,” McQuiston continued. “Because OnBase is a flexible, scalable solution, it’ll be there to help manage and share information well into the future.”
OnBase integrates with UG’s line of business application, Claims Master Web, and its corporate email application, Lotus Notes. As such, UG eliminated the use of physical files in its claims department, managing nearly all of its claims operations (Auto, Property and Bond, Property, Liability and Auto) electronically.
Having fingertip access to information has improved UG’s claims management process and empowered its employees to deliver a better customer experience in a shorter amount of time:
-Appraisal times have seen a 60% improvement.
-Physical claim files no longer need to be routed to offices, reclaiming 2-3 days.
-Electronic signatures through OnBase allow checks requiring upper management approval to be issued in a matter of minutes, not 2-3 days.
-For more information about Hyland’s insurance solutions, visit Hyland.com/Insurance.
About the Hyland Software solution, OnBase
For more than 20 years, Hyland Software has been dedicated to meeting organizations’ needs for document and process management with OnBase, an enterprise content management (ECM) software suite. As OnBase has evolved through consistent product innovation, it remains focused on automating business processes that depend on documents, content and people to operate more effectively.
Tailored for departments and comprehensive for the enterprise, OnBase is designed to grow with an organization, whether it chooses an on-premise or software as a service (SaaS) model. OnBase enables more than 10,500 organizations to be more efficient today and into the future. Leveraging more than 300 Authorized OnBase Solution Providers, Hyland’s partner network, these organizations span 61 countries. For more information about Hyland Software’s ECM solutions, please visit Blog.Hyland.com.
About the 2012 Celent Model Insurer report
Celent’s Model Insurer 2012 report recognizes insurer technology initiatives as “Model Insurer Components.” These best practices in the use of technology span key areas of the product and policyholder lifecycle, including product definition, distribution, underwriting, policy administration, service, billing, claims and reinsurance. Nominations were accepted throughout 2011, and the Celent insurance team selected the winning initiatives based on the business benefits provided. For more information about the Celent Model Insurer report, visit Celent.com.