O’Driscoll O’Neil is an Insurance Broker in the Irish market which specialises in Commercial, Personal Lines and Scheme products. In business for 16 years, employs 40 members of staff, and is one of Ireland’s most successful insurance brokers.
The Problem
O’Driscoll O'Neil operate in an environment of rising costs and increasing competition. They know that quality of service is crucial in staying ahead. While they did not want the turmoil of introducing new business processes, they recognised that they had to become more responsive and efficient. They wanted a ‘simple’ solution that replicated their existing administrative process, but radically reduced the volume of physical paper used.
Our Solution
O’Driscoll O’Neil use a broker management system by Bitsys. We integrated it with Adest Core (which can work as a stand-alone application, or link with incumbent legacy systems), giving customer service staff immediate access on their PC to all documentation relating to clients, policies and claims. Enquiries that used to take 15 minutes now only take 3.
O’Driscoll O'Neil receive 300 plus pieces incoming documentations per day. Previously this was often not all dealt with until the following day. Now it is opened on receipt in the post room and by mid-morning each document is scanned and electronically routed to the appropriate recipient, where it appears attached to the relevant client file in the Broker Management system.
Simultaneously Adest Document Manager informs the recipient that correspondence has arrived for processing. The tracking and reporting capabilities mean that no document is ever overlooked or mislaid, helping O’Driscoll O’Neil meet regulatory business process requirements. Reports (Internal Quality Audits) can then be generated that prove it.
Business Benefits
- Greatly reduced filing means a saving of €36,000 p.a. in salary costs
- Dramatic reduction in paper usage
- No more filing cabinets - 800 sq feet of office space released worth €15,000 p.a.
- Time saved retrieving documents – estimated value €10,000 p.a.
- No more mislaid documents
- Customer response time dramatically reduced
- Measurable financial payback by the second year
- Easy implementation – 2 days installation, 1 day training
The implementation of Adest Document Manager allows O'Driscoll O'Neil to handle client requests immediately. “These are now available on each PC, so we don't need to go to a filing cabinet and manually retrieve, copy, post or fax documents. This has allowed us to transfer three filing clerks to Customer Services. Given our daily volumes of queries, Adest has dramatically improved customer service and delivered immediate productivity gains.”
