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Agis Streamlines Customer Communications for Healthy Returns

  • October 01 2007, 1:00am EDT

REVIEWER: Bertjan Teunissen, project leader at Agis.

BACKGROUND: Agis is one of the five largest specialized health care insurers in the Netherlands with 1.2 million customers. It has enhanced its market presence by merging with three regional insurers. The company's primary audience includes hospitals and health care providers and insured businesses and individuals.

HARDWARE PLATFORMS: Windows Server 2003, EMC Documentum, UNIX.

PROBLEM SOLVED: When Agis merged with three other regional health care insurers, there were a number of different systems and electronic filing habits in place. This made it very difficult to find customer information quickly. I needed a comprehensive document processing solution that would allow Agis to achieve economies of scale as well as improve customer communication. The ideal solution would help the newly merged units reinforce the Agis brand by providing uniform recording systems and processing of our correspondence as well as provide reporting capabilities on the amount of correspondence disseminated. With StreamServe solutions, we increased the efficiency of our correspondence processes and improved support for both B2B and B2C clients while significantly reducing human errors. Agis has also significantly improved time-to-market delivery of customer documents, resulting in considerable cost benefits. In one year, Agis has already saved $200,000 in printing costs and gained an immeasurable amount of flexibility in dealing with our print house. It is easier to contract printing for larger volumes of correspondence. We also have better insight into the number of documents sent, which allows us to better manage supplies.

PRODUCT FUNCTIONALITY: StreamServe was selected for the job because it offered a number of easy-to-use features, including the ability to automate the design and composition of documents, electronic archiving and document distribution reporting. Because each customer file is digitally archived, the solution further enabled Agis to delivery information across multiple channels. This provides call center staff with an up-to-date image of the customer's situation at all times. Moreover, file management has been simplified, because we can now process all information from one central application.

STRENGTHS: While the cost savings alone justify our investment, the greatest value StreamServe delivers is in its contribution to strengthening Agis' brand identity, resulting in enhanced customer satisfaction and sales growth. Agis' customer service rating increased from 6.2 to 7.5 (out of 10) in less than two years. The scalability and tight integration with existing systems allows us to continue expanding with multichannel capabilities.

WEAKNESSES: The challenge for IT is embracing this new way of thinking and its ability to make clear choices by relying on sound architectures in order to better support the business. Thus, Agis has decided to extend the implementation process and work closely with StreamServe during this phase to explore continued options and choices. Many weaknesses encountered two years ago during the initial implementation process have since been addressed.

SELECTION CRITERIA: In selecting StreamServe, Agis is following a best-of-breed IT procurement strategy. StreamServe's expertise with customers in the European marketplace and insurance verticals was a key consideration.

DELIVERABLES: Agis uses StreamServe solutions to generate 12 million enterprise documents a year from a Unisys mainframe environment, including letters, digital invoices, policies and settlement specifications from the administrative systems. StreamServe enables Agis to adapt documents to our corporate style and processes in a variety of file formats to be distributed via printer, fax or email, depending on the customer's communication preference.

VENDOR SUPPORT: Agis worked very closely with StreamServe and StreamServe partners during the implementation phase. Agis relied heavily on StreamServe's expertise and has since decided to outsource programming to a StreamServe implementation partner.

DOCUMENTATION: The installation of the software was straightforward and self-explanatory. The biggest concern we had was determining the most suitable configuration and making the right choices during implementation. Fortunately, StreamServe has very good implementation partners in Benelux working with templates for various industries.

StreamServe Enterprise Document Presentment (EDP)
StreamServe, Inc.
3 Van de Graaff Drive
Burlington, MA 01803
(781) 863-1510

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