Insurance Giant's ECM Strategy
Insurance Giant's ECM Strategy
September 4th, 2006: AFLAC Automates Tracking System and Improves Customer Communications and Internal Processes with Global 360
Global insurance giant AFLAC is utilising the G360 Enterprise BPM solution to support an ambitious program to convert a manual correspondence system into an efficient electronic process management system solution.
This implementation is the first step in AFLAC's process management system, which has grown incrementally over the last decade. The process automatically routes all work requests received via the website to the correct department within the company, eliminating all manual routing.
Global 360 has delivered a significant return on investment and has enabled the automatic processing of all of AFLAC's policies.
Teresa White, 2nd Vice President of Client Services AFLAC stated: "We have improved the communication with our internal and external customers, and increased the overall efficiency and productivity of our department."
Global 360's Enterprise BPM solution tackles the problems associated with correspondence tracking. It is a paperless process that reduces cycle times and increases the response time to customer queries. It also takes away the need for manual processing and correspondence and allows others, individuals and divisions to access documents at every point of the process. The solution delivers a fast and efficient process that leaving no space for human error. Information is routed into the correct work-queue giving AFLAC workers quick and efficient means to fill requests.
Teresa White added: "We needed a way to ensure that we could offer better management of our correspondence. Although we had tracking functions on our mainframe system, we wanted to provide online viewing of the correspondence and we also wanted to ensure that other divisions within AFLAC had the functionality to view and track the correspondence through our process."
Lynn Fry, Vice President of Information Technology stated: "The G360 xapps allowed our developers to create custom workstations and process robots. These xapps provide access to workflow work items and their index form value. Now users are able to view more information about an image document or folder from the display without the need to physically open the document and the index form - as was the case with the product previously used at AFLAC."
In response to the award, President and CEO Daniel Amos said, "The implementation of Global 360's Web-enabled BPM software to improve customer service is proof of AFLAC's commitment to expand process management for traditional as well as e-business."