In 2008, Folksam went from being a mutual insurance company to a joint-stock company. This required signed stock exchange forms from tens of thousands of owners, which needed to be securely archived. They also needed confirmation that all forms were received. This was only the beginning of uncovering multiple solutions and workflow optimizations.
“Multi Support Next has become an important part of our Folksam's production environment.”— Marcus Karell, IT Director, Folksam Insurance
Folksam receives annually tens of thousands of salary notes in the beginning of calendar year. Processing of those notes on paper took almost six months! After the Multi Support Next implementation this process took only half of the time. Today the process continues to be further optimized; Folksam's personnel are working with electronic notes, and it takes only one month for the process to be completed.
Excited about the results, Folksam wanted to start using Multi Support Next in more versatile ways relating to their core business. The idea was raised of eliminating paper and countless bouncing e-mails in insurance claims handling.
Folksam and Multi Support started planning a workflow, where personnel handling change notifications could locate electronic documents from generic folders and automatically sort them into their own categorized folders. This allowed workflows to be expanded to cover all forms of documents and information coming from customers and Folksam offices throughout Finland. All documents coming by mail are now scanned as a service and delivered electronically in Multi Support Next workflow.
If an employee is absent, all documents from her/his folder can be split for other employees to be processed. Balancing the workload is much easier, as the number of cases in Multi Support Next folders are visible at all times.
Every insurance type now has its own folder, where employees can pick up documents for their own folder for updating and processing. By working in this managed way, every detail is entered into the log. The entire history of the claim lives along the document, so the whole process can be audited from beginning to the end.
When comparing to old way of working with piles of paper, all document handling processes have become more transparent, more efficient and more reliable. The amount of time spent processing documents and claims is now a fraction of what it used to be.