Insurer minimizes risk

Royal & Sun Alliance, one of Ireland’s largest general insurers, will use Web content management and e-process technology to improve its business processes.

The $3 million solution from FileNet and Phoenix Technology Group will be deployed to 300 users over the next eight months.

According to Barry Timlin, IT manager of RSA, the solution will enable the insurance company to provide improved service to its customers. “It can handle multiple communications channels, which means our customers can now communicate with us by standard mail, phone, fax, e-mail or through the Web,” says Timlin. “We expect the solution will provide a platform for future e-commerce development.”

Royal & SunAliance expects to realize the following benefits through the new system:

• improved customer service, by speeding response times to claims and customer queries, and freeing staff from the pressures of workload balancing;

• increased productivity, by eliminating barriers to effective performance, such as the removal of paper from the process and the automation of task allocation and report compilation;

• substantial competitive advantage, by implementing the latest technology to support current business operations and taking advantage of newer channels and methods of communication, such as the Internet, e-mail and electronic data interchange (EDI).

The solution incorporates Phoenix’s Insurance DeskTop (IDT) application, which is built on FileNet’s Panagon Web content and e-process management technology. IDT offers a set of preconfigured applications that allow business managers to set up and manage their business processes, customer service levels and workloads.