Onur Koldaş, Business Rules, System and Performance Manager at Allianz Turkey, states: “Moving to fully digitized content and processes was a key part of our strategy. We had an existing electronic content management system in place, but its capabilities were very limited, so teams had to perform many manual workarounds.
“Every month, we receive millions of documents from a variety of sources, such as policy renewals from our agents, medical records from hospitals, repair logs from automotive shops, claims submissions from individual customers, and more. In the past, we had to send all the paper files to a central mailroom for scanning and sorting, and there were often long delays before the digitized documents were available in our systems. Similarly, issues with indexing meant that people could not search for individual documents, and instead had to dig through different folders to track down specific files.”
He continues: “These delays were making it increasingly difficult to process quotes, contracts and claims in a timely manner, and deliver a fast response to customers and agents. We recognized that the lack of agility was starting to harm our competitiveness, and we saw that adopting a more integrated and digitized approach to content management could offer the solution to our challenges.”