CAA’s legacy enterprise content management (ECM) technology was a bottleneck to the organization. It was not well-integrated, making it difficult to achieve efficient delivery of important information and adversely impacting CAA’s mission for member safety.
Working with authorized OnBase solution provider ImageSoft, CAA’s mailroom now uses OnBase to capture documents and information electronically. OnBase then makes it easily accessible to employees in a central location, while workflows automatically deliver the right information to the right people, notifying stakeholders along the way.
“When a person comes into the store or calls an agent over the phone, the information about that member is always available. In the past, agents had to spend several minutes looking for information. Now, everything they need is at their fingertips,” said Jay Woo, president and CEO of CAA. “It creates an environment that shows we care about our members, that we have all the information we need to take care of them.”
Before using OnBase, the process of consuming and organizing information at CAA was very inefficient. Employees had to send emails and make phone calls to decide who needed access to documentation and where it should be stored.
Now, OnBase allows CAA to connect everything together and communicates through one system, increasing efficiencies.
Here are three more ways CAA benefits from OnBase: