National Life Insurance

(Transcript)

Mike Carter, head of Enterprise Applications, National Life Insurance

We’re undergoing a very high rate of growth right now, and OnBase has been valuable and key for us in that respect.

We are literally using OnBase in its true enterprise form:

  • We’re using it from the mailroom – we’ve got full production imaging facilities down there.
  • We’re using Workflow as we’re distributing and moving work through the environment
  • We’re using Workview as we’re doing work item prioritization and work item distribution
  • It’s supporting our call center services as it relates to retrieval of content during calls
  • We’re using it to serve content through portals
  • We’re even using it internally for our corporate back-end as our primary system for employee performance management throughout the enterprise

Rapid application development boosts business

The biggest benefits we have with the OnBase platform is really the rapid development nature.

At its foundation, OnBase is a rapid development platform with highly specialized capabilities around ECM. In any solution scenario where you’re developing new capabilities for the business, the discussions that need to happen are always going to be this long (gestures with hands), right? Then there’s the implementation piece. And when you’re writing code, implementation piece can be this long (gestures with hands).

Through the OnBase capabilities, that allows us to shorten the execution time. It also allows us to be more agile as the business continues to understand what it is they are trying to accomplish. And so the velocity of delivery of solutions, the high value output we’re able to produce as a team, is much more effective and much more productive.

Using enterprise-wide capabilities for true work item management

So we want to see OnBase as a true enterprise means for work item management. Right now, we have a few areas where we have cross-departmental workflow capabilities as it relates to escalation of activities or transparency intoonba work that’s going on in various departments, and so there are still some departments that are using home grown or non-traditional means of workflow management.

We really want to be able to tie those departments together in a more cohesive manner so we can provide a better level of transparency into work and activities for our senior leaders, our customers and our call center representatives.

Also, at the end of the day, one of the big capabilities we’re really shooting for is really designing that enterprise platform in a way so that for any given point in time, our employees, whether its in new business operations, call center operations, disbursements, policy services, as work is assigned to them, at that particular point in time, that is the most important work to be done. We want to take the prioritization rationale out of the individual and put that within the workflow process itself.