The challenge: a secure, central system to capture and view customer information
Mercury Insurance needed an enterprise content management system that could integrate with its critical Guidewire solutions, while also digitizing and automating customer correspondence. Its legacy system was unsupported and using paper was expensive, slow and less secure.
By integrating OnBase, staff could capture any file type and stay in familiar applications while quickly accessing documentation. With a 360-degree view of information, they reduced cycle times and became more responsive to customers.
“We didn’t want to buy separate ingestion and ECM technologies and integrate them ourselves. OnBase gives us an ingestion technology – able to handle multi-channel, fax, email, paper – that’s able to fully integrate with Guidewire,” said Abby Hosseini, CTO.
4 key ways OnBase changed the way Mercury Insurance works
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- Optimizes customer interaction and cuts cycle times: With digital capture of information – mail, faxes, email, paper and any file type – and the electronic delivery of that information, Mercury is empowered to respond quickly and accurately to customers.
- Empowers customers: With a consumer portal, Mercury gives customers online access to statements and billing information.
- Decreases print and mail costs: As soon as documentation arrives at mailrooms located in strategic geographic hubs, it’s scanned into OnBase and is immediately available to users. Workflow also automatically forwards documents and information to the right people, notifying stakeholders.
- Promotes agility with integrated systems that share information: By integrating OnBase with the systems employees use every day, Mercury enables them to communicate and share information – without custom coding. By letting users stay in familiar environments to complete tasks, they have more time to help customers with greater accuracy, speed and care.