Case Study: Major Insurance Company in Hong Kong

Background

 

This Fujifilm DMS insurance customer provides a variety of insurance covers from Savings & Protection to Medical Care, Accident & Disability Protection, Term Assurance and Mortgage Assurance.

The organisation and its affiliated companies constitute one of the world’s leading financial services groups. It provides insurance and financial services through its subsidiaries and affiliates throughout the world.

 

It has been in existence for 166 years and serves around 25 million customers worldwide.

The Challenge

 

As part of its day-to-day operations, the insurance company managed all of its document scanning and data capture operations in-house.

 

Following an internal review, it was identified that the in-house operation was not meeting turn around time expectations for completion of document scanning leading to:

 

  • Clumsy manual workflow
  • Redundant storage
  • Higher cost of scanning

 

Other challenges the client was facing with the current in-house process included:

 

  • No real time operation performance monitoring
  • Frequent equipment calibration required for different document types
  • Physical document retrieval issues
  • Physical documents scanned and image discrepancies

 

Fujifilm DMS was chosen as the successful partner to transition the inefficient in-house process to an offsite, fully outsourced solution for both scanning & data capture operations with the prime objective of reducing costs and mitigating the issues identified with the current process.

The Solution

 

Following a comprehensive review of the inefficient process, Fujifilm DMS’ first strategy was to move the operation out from the premium district and into a more cost effective location reducing the location cost from $125 to $12 per square foot.

 

Fujifilm DMS also set up and implemented a secure content management system for all digital images of the scanned documents to be archived and able to be retrieved in a matter of seconds when required by the client staff.

The Outcome

 

  • Processing turn around time improved from over 24 hours to 2 hours.

 

  • Segmented data capture fields implemented to leverage the different levels of skill among operators.

 

  • Online classification and auto-form recognition added to avoid physical separators.

 

  • Establishment of real time dashboard monitoring tool for client access.

 

  • Image contrast calibration tool to significantly improve quality of electronic document.

 

  • Check-in System for document receipt to allow complete tracking control from check-in to check-outuired.

Fujifilm DMS Quality Assurance System

 

The Fujifilm DMS culture is focused on ensuring that we provide to our clients the best possible quality and service. To this end, we are focused on producing a quality result for all documents that we scan on behalf of our clients.

 

The Fujifilm DMS scanning environment and processes operate under our full quality assurance system, certified to AS/NZS ISO 9001:2008. This, combined with the high-end equipment used in our bureau environment, ensures that we consistently meet or exceed the quality of images and data extraction required by our clients.

 

Fujifilm DMS has held ISO9001:2008 Quality Management System certification for more than 19 years.