AKSİgorta's Migration to IBM FileNet

Aksigorta, collaborating with IBM Solution Partner Bilgi Birikim Sistemleri (BBS), has replaced its existing Document Management System (DMS) with the IBM® FileNet® platform. As a result, the company has enhanced the performance of its DMS and can now provide more innovative and faster services to its customers.

"Enhancing Customer Experience Management with a 40% Gain in System Performance"

The Challenge:

To stay ahead in Turkey's competitive insurance market, Aksigorta aimed to transform its existing customer satisfaction by offering unique options tailored to specific needs and delivering excellent customer experiences.

The Transformation:

Aksigorta commissioned BBS to replace its Customer Management System (DYS) with the IBM FileNet Content Manager platform. With improved DYS performance, the company can now provide faster and more innovative services to its customers.

Results:

Project timelines decreased when establishing connections with new business partners.
System performance improved by 40% in data reading and writing.
20% faster results in content searches, helping employees and customers find what they need more quickly.

The Story of the Challenge:

A significant effort to improve customer experience

Aksigorta wanted to make the right technology investments to stay ahead in Turkey's competitive insurance market and offer an excellent customer experience. Kaan Konak, Head of IT at Aksigorta, says, "We are striving to develop excellent processes at Aksigorta and reshape our organization by differentiating our services according to customer needs. We are continually trying to offer a better experience for our customers."

To achieve this goal, Aksigorta wanted to change its existing Customer Management System (DYS). However, the project potentially required attention due to the large amount of data in the current system. Additionally, the existing Customer Management System supported the critical task-demand management process, so Aksigorta had to ensure that this process wasn't disrupted by the upgraded system.

The Transformation Story:

A next-gen DYS

Collaborating with BBS, Aksigorta replaced DYS with the IBM FileNet Content Manager platform. Before deciding on IBM products, the company conducted a comprehensive technical analysis of competing offers. Aksigorta chose the IBM FileNet platform for four reasons: excellent performance, robust classification and authentication capabilities, ease of collaboration with other applications, and IBM providing value-added tools, including IBM Content Navigator, IBM Case Manager, and IBM Watson Discovery. Konak says, "These tools are essential for us because they will help us diversify our processes and create value-added different customer experiences."

With the FileNet platform, Aksigorta can easily integrate its DYS with other systems and processes, such as the policy management process.

Konak says, "In the next phase, we will merge our contract management system with the FileNet content management system. And this will be very easy due to the flexibility of the FileNet platform." During the system upgrade, BBS assisted Aksigorta in extracting, analyzing, enriching data information, and practically uploading 14 TB of data from the previous DYS system to the FileNet platform with almost zero data loss.

The Story of the Results:

Improvement in performance, decrease in costs

The FileNet platform helped Aksigorta reduce operating costs because it requires less maintenance compared to the previous solution. Additionally, it is straightforward to integrate business partners with the platform, enabling faster completion of consolidation projects.

While the new DYS is in place, Aksigorta is enjoying enhanced system performance. The IBM FileNet platform provides a 40% increase in speed when reading and writing data. It also improves search speeds by 20%, allowing employees and customers to find the content they need more quickly. "Now we have a new generation content management platform that provides high availability, powerful performance, and processes more than 10,000 claims files daily to serve our 3 million customers 24/7," says Konak.

Aksigorta IT Manager Kaan Konak explains:

For more information, you can visit the relevant page on IBM's website [here](link).

About Aksigorta:

Aksigorta, a subsidiary of Sabancı Holding, is a leading insurance company in Turkey. Headquartered in Istanbul, it offers coverage in fire, marine, motor, third-party liability, accident, personal accident, credit, legal protection, engineering, agriculture, and health insurance. It operates from 10 regional offices and has a network of 2500 agents. The company was founded in 1960.

About Bilgi Birikim Sistemleri:

Established in 1992, IBM Business Partner BBS specializes in IT services and solutions focused on enterprise content management, information risk and protection, and storage systems.