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No more manual classification at FEDERALE Insurance thanks to self-learning algorithms

FEDERALE Insurance had a team of twenty people to classify incoming communications of all kinds. A task that is now managed from A to Z by Docbyte software. Moreover, since the last department at FEDERALE made the switch to this solution in 2022, classification is partially driven by artificial intelligence. It brings more internal efficiency, clarity and options to work from anywhere, for instance. On top of that, clients are serviced better and faster thanks to fully digitised dossiers.https://youtu.be/hvbA4epFSOQ From 2015 until now Already in 2015, FEDERALE Insurance wanted to transform its organization and way of working. Carl Van Vlaenderen, Director of the Non-Life Department at the insurance company, explains: “Clients wanted to get their questions answered more quickly. Digitalization seemed the key to increasing our internal efficiency and, consequently, get back to clients faster. In addition, we believed it could also make life easier for our employees by having everything centralized, more transparent and digitized. It would enable, for example, working from home.”Docbyte was chosen to digitize document and dossier management and automate the classification of incoming communications of a first department in 2016. Van Vlaenderen’s department was the last to make the switch and choose the Ghent-based company again: “It was not set in stone that we would work with Docbyte again. We definitely looked around to see if there were options better suited to our needs. However, their history with us, the fact that their solution has a proven track record and the fact that they knew us very well, made them our best choice.” Project Classifying incoming communications with AI and managing cases centrally, digitally and transparently. Timeline Ongoing project to bring all departments to Docbyte’s solution since 2016. With Non-Life making the switch and adding AI in 2022. Result FEDERALE Insurance succeeded in gaining a lot of efficiency. No more manual classification For FEDERALE Insurance, everything starts with document processing, which Docbyte has now made smart with artificial intelligence. “In the past, documents were manually sorted to be assigned to the right person or put into filing cabinets”, says Carl Van Vlaenderen. “With Docbyte’s solution, we wanted to classify these automatically with minimal human intervention. Of course, there were a few hurdles to overcome before we could achieve this. Issues popped up and discussions were had, as with any project that causes such a big change, but in the end we succeeded in our classification goals. This made our classification team obsolete, giving us the chance to reassign them to other and more important tasks.” “Docbyte’s solution is constantly learning and adapting to our different communications thanks to machine learning. In time, this self-learning will also improve the accuracy of the classification. A real game changer!” Carl Van Vlaenderen Director of the Non-Life department at FEDERALE Insurance The Non-Life department of Van Vlaenderen also chose to move their classification part to the cloud, giving them access to artificial intelligence to sort documents. “Up until now, sorting happened through a complicated set of rules that had to be adjusted for new types of documents. With AI and machine learning, Docbyte’s solution is constantly learning and adapting to our different communications. In time, this self-learning will also improve the accuracy of the classification. A real game changer!” More transparency Dossiers and documents are now stored digitally and centrally for all departments. This is combined with clear workflows and tasks within Docbyte’s solution to provide transparency about actions to be taken and workload. “Docbyte does more than just classify documents for us”, Van Vlaenderen continues. “There is the case management part too. That makes it crystal clear about what steps need to be taken to help a client and by whom. Moreover, we get more insights into everyone’s workload, allowing us to step in when necessary.” Improving efficiency “Classification obviously goes a lot quicker, but there’s other ways in which our tool contributes to improving our efficiency”, Van Vlaenderen goes on. “What makes Docbyte’s software truly unique is that it works for every department at FEDERALE and that we can all have access to those dossiers and documents, across divisions. That makes it easy to find the required documents, because even outgoing communications are added to the software. It also enables us to work from home, which is a big plus regarding the work-life balance we like to offer our employees. Those efficiency gains will increase in the future as we add more automation to our processes.” Happy customers One of the reasons the Belgian insurer wanted to digitize, was to align their service level with client expectations. Docbyte’s solution lets them do just that. Carl Van Vlaenderen: “It does not matter who customers reach out to. Everyone can get to the information they need to answer their questions thanks to dossiers being centralized and available across departments. Moreover, any authorised employee can see that status of all requests. To top it all off, we can provide clients with this information in a moment. That helps us deliver an excellent customer service.” “What makes Docbyte’s software truly unique is that it works for every department at FEDERALE and that we can all have access to those dossiers and documents, across divisions.” Carl Van Vlaenderen Director of the Non-Life department at FEDERALE Insurance Docbyte, the expert and partner for insurers FEDERALE Insurance considers Docbyte a true partner with in-depth knowledge of their market. “As with any project, there were challenges to overcome. We had our fair share of intense discussions with Docbyte about issues that popped up. However, they were always open to tackle them and followed up the entire project with an eye for detail”, Van Vlaenderen reminisces. “Their focus on the insurance sector and its regulations makes it easy to communicate our needs. Their solution is already tailored to our industry’s requirements and considers the laws to which we must adhere. And if anything is missing, they are flexible enough to switch gears and make it happen.” More AI and automation Soon, FEDERALE Insurance is eager

Argenta serves customers faster with smaller team thanks to power of AI

It’s no secret that banks need to process stacks of incoming documents every day, which often requires a large mailroom team and can slow down processes. And this was certainly the case for Belgian bank and insurance company, Argenta. But now that’s a thing of the past; since implementing Docbyte’s intelligent mailroom, they’ve eliminated their backlog and reduced human errors while also streamlining their team. Smart algorithms mean the bank can now effortlessly serve clients faster and lay a solid foundation for further future automation and digitalization moving forward. Manually sorting incoming mail All the mail at Argenta previously had to be opened manually and examined for it to be assigned the right sorting code, before then being scanned and attached to the right dossier and employee. This was a repetitive, manual process which was prone to human error, as J. Gijs, Operational Team Lead Mailroom at Argenta, explains: “Getting a single document to the right place used to take three people. We had to open and read every letter to determine where it needed to go, which was very time-consuming – a process that was far from ideal and often resulted in backlog.” “Nothing compares to the level of automation offered by Docbyte thanks to its use of machine learning. The demo convinced us it was the Rolls-Royce of intelligent mailrooms.” J. Gijs Operational Team Lead Mailroom at Argenta Part of bigger automation picture Argenta chose to go down the digital transformation route to deal with their mailroom challenges. “Clients expect a level of service equivalent to big ecommerce businesses,” continues Gijs. “As a bank, we believe that automation is the way to go – for our mailroom, but also for our app and website flows which we’ve already digitized. Technology can help us to be more efficient and productive, and ultimately deliver the service clients expect from us.” The Rolls-Royce of mailrooms The bank and insurer sent an RFP to a wide range of companies in their search for a partner to help them achieve their automation dreams. And Docbyte’s response convinced them. Gijs: “We saw plenty of solutions, but nothing compared to the level of automation offered by Docbyte offered thanks to its use of machine learning. Their demo convinced us they had the Rolls-Royce of intelligent mailrooms and were the right partner for us.” Project Improving the efficiency of Argenta’s mailroom through automation and machine learning Timeline Six months Result Argenta automatically classifies incoming mail, improving mailroom productivity and reducing human error and backlog. Smaller team “Docbyte’s solution means we simply have to put our mail on a scanner – that’s the full extent of the manual actions our team needs to take,” explains Gijs. “Their extraction and classification algorithms take care of everything else for us. It even also recognizes case numbers – if there are any – and automatically assigns everything to the right dossier, all with an extremely high degree of accuracy thanks to machine learning.”The automated mailroom means less manual intervention, so the team can process more with fewer people. Gijs: “We’re a big bank, and we get a lot of mail, so reducing the mailroom team by even just one person is a big deal. The fact that we’ve managed to reassign four team members was unfathomable before, but we’ve done it without compromising any speed or service for our clients thanks to Docbyte.”Eliminating backlog for faster serviceWith such a busy flow of incoming documents, requests could sometimes get stuck in the mailroom for a day or two before. But since implementing their new mailroom, Argenta has not only managed to catch up with this backlog, they’ve also not built up any more. “It means we can get a client’s documents to the right person as quickly as possible, which speeds up the handling of their request and provides them with faster and better service,” adds Gijs. Less human error Any process involving people is prone to human error, and mailroom sorting is no different. Argenta, however, has all but eliminated these mistakes, says Gijs: “We started by giving Docbyte a big mail dump spanning several years to train the artificial intelligence behind their tool. It initially identified about 80 percent of documents correctly, but machine learning ensures the system is continuously improving and we’ve already managed to bump the accuracy up to over 90 percent now. We also have a fallback system in place, meaning we’re alerted to do a manual check if the algorithms can’t categorize an item of mail with sufficient certainty, resulting in a system that sorts all our documents from start to finish with little to no errors.” “The fact that we’ve managed to reassign four team members was unfathomable before, but we’ve done it without compromising any speed or service for our clients thanks to Docbyte.” J. Gijs Operational Team Lead Mailroom at Argenta Proactive and always there Gijs and Argenta aren’t just singing the software’s praises; they’re also very appreciative of the partnership as a whole. Gijs: “We’ve been able to count on clear guidance from Docbyte from start to finish. One of their consultants even worked in-house to ensure we always someone on hand for questions or keeping us up to date, which also helped them get a good feel for how we work. Nothing was left to chance. They were proactive in tackling issues and solving them as quickly as possible.”Gijs adds that Docbyte provided thorough training materials for his team: “Tools work best when people know how to use them. Docbyte therefore made sure my team had plenty of materials to help get them up to speed with the new software. They’ve truly become a great and long-term partner, something we very much appreciate.” Expanding beyond the mailroom For Argenta, automating their mailroom with Docbyte’s solution is just the start. “We’ve got the paper trail, but we’ve also got a couple of ‘digital trails’ as well, because clients can send us documents through a variety of channels. We want to

EDR Credit Services: Docbyte Intelligent Document Processing

Document Solution vastly improves customer journey and the efficiency of dossier handlers! Who: EDR Credit Services (EDR) focuses on providing information that reduces and helps manage credit risk. Founded in 1992 and with approximately seventy employees, the company has grown into a fully-fledged credit bureau with more than 1.500 clients. EDR offers innovative solutions in the areas of consumer and business information and re-collection. The intelligent use of data and IT knowledge resulted in a leading position in consumer data management. EDR is the inventor of the online acceptance street for private lease, consumer credit, and rental property. This is an online secure environment where consumers can follow the underwriting procedure entirely independently. By means of this solution, EDR checks and takes care of the customer acceptance of private applications (financing applications/private lease/subscriptions/rental) on behalf of clients. Challenge: The emergence of digitalization increases the need to perform credit checks faster and more efficiently. The steps that an acceptance must follow are historically complex with (too) many unstructured documents and too labor-intensive. The need for different documents can lead to confusion among consumers. Privacy concerns make handling data difficult. Acceptance process is a significant cost component for customers Docbyte solution: Docbyte, in close cooperation with EDR, developed a tailor-made adaptation of its proprietary Intelligent Document Solution enabling the company to automate and classify incoming documents, improve customer experience, streamline, and improve the workflow of the dossier handlers and secure anonymization in line with the legal requirements. Docbyte Product: Intelligent Document Processing Result: In the past, the dossier handlers had to manually make changes and adaptations to documents. This is now done automatically. The vast improvement of the client journey thanks to the Docbyte Intelligent Document Processing Platform makes it easier to get the right documents in from the start. Consumers have a much smoother and more effective experience in sometimes stressful situations. The right and necessary data, in accordance with privacy laws, is automatically extracted and classified as ready for use. The clients (e.g. leasing companies) receive the right information ASAP. Full Story: EDR Credit Services: Docbyte Intelligent Document Solution vastly improves customer journey and the efficiency of dossier handlers! EDR Credit Services (EDR) focuses on providing information that reduces and manages credit risk. Founded in 1992, and with approximately seventy employees, the company has grown into a fully-fledged credit bureau with more than 1,500 clients. EDR offers innovative solutions in the areas of consumer and business information and re-collection. The intelligent use of data and IT knowledge resulted in a leading position in consumer data management. With the rise of digitalization, the need to do everything faster and more efficiently is also growing. This includes credit checks, which must be carried out in seconds. Automation is not only needed for individuals but also for companies that want e.g. to lease 150 cars. Then you want to know who you are doing business with quickly and an automated solution is necessary. Acceptance streets EDR focuses on acceptance streets for private lease, consumer credit, and rental property. This is an online secure environment where consumers can follow the underwriting procedure completely independently. By means of this solution, EDR checks and takes care of the customer acceptance of private applications (financing applications/private lease/subscriptions/rental) on behalf of clients.But getting a positive response on the creditworthiness of a customer is not always enough. Legal standards and quality label requirements have to be met. And although one can calculate if a consumer is creditworthy, documents are still needed to validate this, and extra checks are required: Identification, payslips, rent, mortgage, and other loan costs, etc. All that paperwork is loaded in the system but is completely unstructured. More often than not extra information needs to be asked to consumers who were not always clear on what was needed. Moreover, we have to be very careful not to send privacy-sensitive documents to our clients. No pictures, social security numbers, etc. All this had to be manually adapted.The overall result is? Frustrated customers and frustrated dossier handlers at EDR. And a long process that costs money. It had to change. Enters Docbyte. “We scouted the market and got in contact with Docbyte. We liked what they were proposing but, as always, the proof of the pudding is in the eating. We have engaged in a very close relationship over the last months. Such a journey is always hard and sometimes frustrating. But good cooperation and good discussions brought us where we are now with a fully working system.” Maarten-Pieter Remmen CEO of EDR Docbyte’s Intelligent Document Processing (IDP) The core of the solution is the Docbyte Intelligent Document Processing Platform. Docbyte has been working for years in the insurance and finance industries and has developed a suite that is geared towards the requirements of these industries. The experience of the company and the pedigree of the solution guarantee a working environment and one that can be adapted to the needs of the client. “From the start of our cooperation we knew there were going to be challenges to overcome. Our IDP is well proven and contains solutions for the challenges that companies in EDR’s industry are and will be facing now and in the future. The base and the walls are there but the interior decoration is always based on the customer’s preferences. Thanks to our specialists and the professional staff at EDR we succeeded in our goal”. Frederik Rosseel CEO of Docbyte Now In the past, the dossier handlers had to manually make changes and adaptations this is now done automatically. But more importantly, the solution achieved a vast improvement of the client journey which makes it easier to get the right documents in from the start.Consumers have a much smoother and more effective experience in a sometimes stressful situation and the acceptance street, in which EDR excels, now really comes to its full potential.At the same time, all data are handled in accordance with privacy laws. The EDR clients have always received a sterling service but with the new system, the developments are manifold. EDR is now getting the system ‘in their fingers’ before continuing the journey and introducing relevant additions. And this new way of efficient working will enable to grow the client portfolio in the existing client environment but also beyond that. It is the start of the journey and certainly not the

Application Retirement at AZ Alma Hospital

Hospital Saves Time & Budget by assuring system-independent conservation of vital patient information Who: A private consolidated hospital with more than 500 beds on campuses in Sijsele and Eeklo. Challenge: To always be able to consult the patient information. IT systems have a limited lifespanbut the data contained within them will always have to be available. Docbyte solution: Application Retirement. Results: Information has to remain and applications change and die. No data and quality loss. Full Story: AZ Alma is a private consolidated hospital with more than 500 beds on campuses in Sijsele and Eeklo. As in every modern hospital, the necessary patient information (digital and otherwise) is expanding – information that is of vital importance for doctors and nurses.There was a need at AZ Alma to always be able to consult the patient information. IT systems, however, have a limited lifespan but the data contained within them will always have to beavailable. Indeed, a patient is granted a longer life span than an IT system. A solution was pressing. But it had to be a future-oriented solution. Proposed Solution Docbyte proposed Application Retirement as a solution for AZ Alma. This solution separatesobsolete applications and the information stored within them to keep that information available longer than the application itself. In this way, vital data can remain usably archived. And this concerns both the core and auxiliary systems and the shadow IT or, in other words, the many individually constructed Excel, Word, Access, and other files. Ideally, all of this information is consolidated in one central location, clearly structured, and conveniently ordered.Collecting all of the information in one location is a major challenge for a consolidated hospital. Information was situated in several sites, and it has to come together in one place. And that is what is being done at AZ Alma. A new central solution for patient records (EPR) is being implemented whereby two existing applications (electronic medical records, EMR’s) are being phased out. So a deliberate choice was made to transfer information from these existing applications to an Electronic Patient Archive (EPA). Of course, a transition phase isprovided between the two applications, and new patient records are immediately includedwith existing data. Application Retirement can then begin. What was also important was thedeliberate choice not to take over data from the two existing applications in a structured manner.This challenge was immediately anticipated in the integration of the new EPR and the EPA. Between the EPR and the EPA, the data will be systematically exchanged in a structured layout. In addition to securing the information and keeping all of it available in EPA, by choosing this approach. AZ Alma assures that all of the data remain available when the current EPR system is retired at some point in the future. Happy Customer Fritz Defloor, Director of ICT and Administration, AZ Alma: “If we consider the life cycle of a patient of about 90 years, and we see that IT applications and systems have to migrate every four to eight years, then, from a business standpoint, this constant migration would obviously cost an enormous amount of time and money. Not just to do it but also to remove inevitable errors and to cover the knowledge that disappears or, still worse, the price of data that become untraceable. A modern hospital must prepare itself as well as possible for the future both for the patients and for its own organization. Choosing Docbyte’s Electronic Patient Archive in combination with their Application Retirement solution is, for AZ Alma, a deliberate and future-oriented strategic decision. It made us focus on the need first to secure our data in an archive. If AZ Alma would later opt to implement another EPR system and to retire the present system, then all of the information in EPA is available, and the question of data migration no longer arises.” Fundamental Answer Application Retirement comes into its own when hospitals merge, of course, but not exclusively. It is also necessary to assure migration to standard software, to resolve compliance issues, to provide business continuity, to identify risks, and quantify risk management. But the fundamental answer is: information has to remain when applications change and die. Because endless conversions are obsolete and become counterproductive because of the data and quality loss, which, of course, involves increasing costs.Interested in our application retirement solution? Then read our whitepaper on “Application Retirement: where is your information?” or contact one of our experts via chat.

Mailroom Automation at P&V Group

Belgian insurer P&V Group commits to banning physical distribution of mail. The P&V Group (P&V, Vivium and Actel) offers a wide range of insurance solutions to private persons, self-employed individuals, companies and organizations. The many products and services are distributed through an extensive network of exclusive advisors and independent brokers who act as the privileged contacts for the customers. Inherent to the business of insurance companies is the compulsory, extensive and diverse correspondence (electronic or on paper) that needs to be handled on a daily basis. While scanning for archiving purposes at the end of the document lifecycle was already mainstream, rethinking the processes was deemed necessary. Full digitalization of the process was the logical way to go forward and the mailroom was the first hurdle to take. Pre-process scanning: the start upstream Each year >1.000.000 documents are processed by the Claims department. 60 to 70% of these documents are non-structured emails. These +/- 600.000 emails are on average 4 pages long. A lot of these e-mails were very often simply printed. They posed an additional challenge for digitalizing this process. “Therefore we were looking for a system that should really be intuitive. A non-trained co-worker should be able to sit at a desk and use it straightaway. Because if that is possible, then we know that we have a user-friendly system that will really help to improve our services towards our stakeholders.” Bart Van Bouwel responsible for the project at P&V Group. In this case P&V group decided, together with Docbyte as a partner, to implement a solution to scan the incoming paper flow and insert the documents, together with incoming mails, into the process in order to be digitally handled. That’s 2,5 million pages less to print for P&V Group, with the added advantage that digitized print and electronic mail are now ‘one’. Change for the better P&V Group is not claiming that they are the first in the industry to organize pre-process scanning but what is rather unique is that they took advantage of that solution to change their processes. Next to a specific structure and typology they introduced a matrix that makes it much easier to recognize, let’s say, the type of invoice, the invoice number, the sender, etc. This results in the indexation team being able to distill all useful data and information from the source documents without having to know the ins and outs of the business. Among other things, this makes the handling of dossiers: Easier Faster More efficient Less prone to errors Ultimately the result is extremely satisfactory to both P&V Group and the customers, whose dossiers will be handled better and faster. The extra perks of change Besides the obvious advantages of going digital in order to improve the process flow, it also provides a wealth of usable data that was previously harder and more time-consuming to find, analyze and use. As an example: each day documents are put “on hold”, this is a sort of “holding area” for documents that require additional information, before they can be processed. This can happen for several reasons e.g.-Unclear what damage is referred to.-Is it actually one of P&V Group’s contracts?-Is it a damage claim?-Is it an unreadable document? “And it even has more of an impact, not only for our daily work, but also for the way our stakeholders work. We have examples where we have struck a deal with e.g. leasing companies to eliminate paper invoices and to only send electronic invoices so that both parties can improve their process control and reduce the paper flow.” concludes Bart Van Bouwel. Obviously P&V Group cannot control the form and format of the entire incoming document flow but thanks to detailed reporting, targeted actions can be organized to make improvements where deemed necessary and the same reporting allows for determining whether those actions were successful. For example, they will introduce a pilot asking their suppliers and contacts not to send paper-based invitations, newsletters and brochures anymore. The extra perks of change Bart Van Bouwel: “This is normally not an easy matter, but surprisingly, thanks to proper communication, involvement and training, everything was implemented relatively smoothly. Let’s not forget that, together with Docbyte, the pilot started in the summer of 2015 and the first project (car) already went live mid-September 2015, with new branches being added every two weeks. A rollercoaster, for sure, and stressful, but apart from the usual bumps it went really smoothly. There is also a clear desire and enthusiasm to continue the process and to ‘change’ the entire company.” The final goal P&V Group is resolved to getting rid of physical documents entering the organization altogether by 2018. The organization however does not advocate a paperless office, but a “Less Paper”-organization.More information on Mailroom Automation can be found here or in this whitepaper on why your organization should have a digital mailroom.

Intelligent Mailroom at Optimco

Productivity increased by 30% thanks to the elimination of the backlog and reducing record handling times. Who: Insurance company working daily with over 1,200 independent insurance agents and manages 160,000 contracts for 115,000 customers. Challenge: The paper workflow was overstretched, and slowed down operations to an unacceptable level. Digitization of the business administration was quickly becoming compulsory. Docbyte solution: Case Management, Intelligent Mailroom Results: Tailored digitization increased productivity by 30%. The entire backlog was cleared in three departments Insurance agents: over 1,600 dossiers were digitally archived and all the new information was scanned and pumped into the system. Policy administration: the processing and management of insurance policies were reduced from five months to less than two weeks. Insurance claims: all claims are now fully digitalized and the entire backlog has been cleared. From 6 to 60 users as everybody has now access to the information. Significant reduction in overhead costs (OPEX): less paper, toner, and printing material. Saving on physical archival space. WHITEPAPER – INTELLIGENT MAILROOMAn Intelligent Mailroom (IM) is a technology that quickly processes all inbound documents in any format and then distributes them to the relevant departments across your organization. It supports operations, saves time, and prevents errors and losses. Moving to an Intelligent Mailroom will improve your operational excellence, increasing your responsiveness.Download Eliminating backlog and reducing record handling times at Optimco Flemish insurance company Optimco works with over 1,200 independent insurance agents on a daily basis. It manages about 160,000 contracts for 115,000 customers, which means a lot of back and forth communication.At Optimco, everyone is treated like a winner and friendly, personal communication is very important for both the company and its customers.But the company’s growth revealed that its paper workflow had reached its limits. So to ensure smooth growth, Marc Peeters, former CIO and CFO of Optimco, reached out to help digitize the whole process with our case management solution and our digital mailroom. Streamlining the mailroom to handle growth In less than five years, Optimco doubled in size – from 30 to 60 employees – to keep up with customer demand. At the time, six people were working in the administrative mailroom, classifying paperwork and allocating dossiers to different people.Even with six people, there was still too much paperwork coming into Optimco’s mailroom to handle everything properly.A huge backlog of dossiers that required sorting was building up. At one point, measuring the backlog by the meter, up to 15 meters of dossiers still needed to be processed. Service for the insurance agents also suffered.If they called for information on a dossier, half the time they couldn’t get an answer straightaway because the dossier had to be lookup up first by the mailroom, a process that could take one or two days.Optimco looked for a partner that could help quickly – something Docbyte would be able to do. Eliminating backlog Optimco reached out to Docbyte to help streamline the company’s administration. Docbyte created a digital mailroom and claims management solution for three departments – insurance agents, policy administration and insurance claims – which eliminated the entire backlog and put a digital process in place for new dossiers:Insurance agents: over 1,600 dossiers were digitally archived and all the new information was scanned and pumped into the system.Policy administration: the processing and management of insurance policies was reduced from five months to less than two weeks.Insurance claims: all claims are now fully digitalized and the entire backlog has been cleared. From 6 to 60 users All sixty employees have access to the new system case management system, called Feniks.This was beneficial for both our planning and customer service. In the old system, the weekly schedule was printed out on Monday morning. You knew what to do for the rest of the week, but there wasn’t much room to revise schedules.Now, the automatic agenda system gives you tasks as soon as something needs to be done. People have more time to help out a colleague or a client with an urgent issue.There was also a significant reduction in overhead costs (OPEX) because the company uses less paper, toner and printing material and is saving on physical archival space thanks to the digitization.It is also because no one needs to search through paperwork anymore. Previously, if an agent called to follow up a dossier, we either had to call them back or ask a colleague.Now Optimco can easily find all the information, even in a colleague’s files, as we have access to everyone’s dossiers. More exciting work and more productivity By automating the complex mailroom and the claims management, Docbyte helped Optimco achieve unseen levels of efficiency. Optimco gained 30% in productivity.And this had an impact on the employees in the mailroom. Not only did the intelligent solutions take over repetitive and boring tasks, but they also ensured the same workload could be handled with fewer people.Where previously Optimco had struggled to handle everything with six people in the mailroom, now the company has reduced its mailroom to just three employees, who are processing work the claim handlers had to do themselves in the past.Overall, Optimco’s employees feel more valued as their work is more challenging, and instead of administration they can focus on serving customers quickly and personally. Moving offices One slightly unexpected benefit of the new mailroom was that Optimco could easily move offices.The company had been planning on moving, but the large paper archive was an obstacle. After digitizing everything with the Docbyte software, Optimco was able to throw out a large portion of our archive, drastically downsizing it.Suddenly, the company wasn’t encumbered with these rows of filing cabinets, so Optimco could relocate with ease. Becoming self-sufficient The project teams were built around early adopters and motivators in the Optimco team, who were keen to push the project internally.Optimco selected a project manager and department head from each of the three departments that would be given a digital mailroom. Every week they were trained in a specific part of the technology.These six people then explained the functionalities and benefits to their colleagues and were fully

Digital Mailroom at Federale Verzekering

Smarter processes, better services. Who: One of the largest Belgian Insurance Companies. Challenge: There are few sectors that use as much paper as the insurance sector, due to legal requirements. But clients demanded completely digital, and preferably mobile, communication. Docbyte solution: Case Management, Digital Mailroom, Strategic Consultancy Change Management. Results: Strategic consultancy and business/employee analysis enabled the outline of a new work organization.Individual interviews with stakeholders enabled Docbyte to chart the enthusiasm and resistance to change, willingness to retrain, the overall perception of the proposed changes.Major implementation hurdles were avoided thanks to this process.The change offered social and efficiency benefits.Opportunity to retrain paper document archivists.Saving time for file managers. A major argument to get everybody to cross the line was the ability to work from home.Increase in the security of data.WHITEPAPER – INTELLIGENT MAILROOMAn Intelligent Mailroom (IM) is a technology that quickly processes all inbound documents in any format and then distributes them to the relevant departments across your organization. It supports operations, saves time, and prevents errors and losses. Moving to an Intelligent Mailroom will improve your operational excellence, increasing your responsiveness.Download Federale Verzekering saves time with digital transformation. There are few sectors that use as much paper as the insurance sector, mostly due to legal requirements. “That was the case at Federale Verzekering too, until recently”, Olivier Halflants agrees. As the managing director of ‘Non-Life’, he is responsible for the non-life insurances. “Our business clients in particular, demanded a completely digital, and preferably mobile, communication, so we decided to digitize as many internal work processes as possible.” The Ghent ICT company Docbyte, a specialist in digital transformation, was contracted to do the work. “Change management played a really important part in the project”, Olivier Halflants explains. “Digitisation of the work processes required major adjustments by our staff too. Docbyte suggested bringing in a specialist to develop the strategy with us. During an individual interview with each employee, resistance, willingness to retrain etc. were charted. That enabled us to outline the new work organization. At the same time, we stayed as closely as possible to existing procedures, in order to make the switch as easy as possible.” Ready for bigger challenges Federale Verzekering and Docbyte foresaw a central role for the mailroom, a new service where staff digitise the paper documents and open new claims files. “That solution offered both social and efficiency benefits”, Halflants declares. “It offered us the opportunity of retraining all our paper document archivists. In the same move, we save valuable time for our file managers: they can get to work with the file immediately.” The argument which ultimately convinced the staff about the digital workflow was the chance of working from home. The digital transformation provides huge benefits for Federale Verzekering too, such as an end to expensive transport and archiving costs. “The digital workflow also allows us to distribute the workload better among our various locations”, adds Halflants, “and it’s more secure too: digital files are on various servers, while paper files were at risk from fire, water damage … However, the most important advantage of all was the time-saving. We recently landed a big contract. Without digital transformation, we would not have been able to handle the extra workload.”Would you like to experience these benefits too? Start your digital transformation project now, and get in touch with us at hello@docbyte.com or read the free whitepaper about why your organization should have an intelligent digital mailroom.REQUEST OUR WHITE PAPER ABOUT INTELLIGENT MAILROOMS

Digital Archiving at CMA CGM

Digital archiving and document sharing solution for a better and more efficient work environment. Who: Shipping company ships steam on 170 shipping lines to 400 different ports worldwide, with 18.000 employees. Challenge: 770m2 of space devoted to the paper archive. How to solve this physical archiving problem worldwide? Docbyte solution: Digital archiving Results: Everybody can share and collaborate on documents. Perfect archiving tool: all customer information 24/7 available to all.One central information repository archiving system.Increased ease of use & productivity, gain of time, focus on the core job, less frustration. Full Story: 428 CMA-CGM ships steam on 170 shipping lines to 400 different ports worldwide. With 18.000 employees in 150 countries, distributed across 650 agencies, CMA-CGM is a major player in the commercial shipping business. Antwerp is an important center of activity for the company and has more than 230 people handling important information, on paper and in digital form, every day. Has the time come for change? Ever-growing archive When the Antwerp site had to move to a new location, the future of the physical archive was a point of argument. The international shipping industry is extremely document savvy and official documents and business papers need to be kept at hand. In the Antwerp office alone there was a staggering 770m2 of space devoted to the paper archive. Worldwide these numbers are even more staggering. The solution should of course be capable of being used not only by the Antwerp office. Paper out, digital in. However, how should the incoming document flow be handled and how can CMA-CGM consequently improve its processes? In the past it happened way too often that the ‘mailbox full’ message flashed on screen which caused people to archive information on their local computer. Information was also hard to find, especially, when the person involved was not at the office. It was tedious, inefficient and frustrating.Docbyte introduced DocuShare as a solution because, next to the ability to share and collaborate on documents with everybody in the department, it has proven to be the perfect archiving tool. All information related to a customer such as emails, important correspondence, documents (often PDF), etc. are now archived per client and are 24/7 available to all colleagues. This results in one central information repository and one central archiving system. At the push of a button you have access to the system (thanks to the security integration options), offering you way more elaborate search functionalities and options. The pilot project: do old habits die? Global Accounts, where Monique Somers started the initial pilot project at CMA-CGM, quickly became the trailblazers and are archiving everything digitally since 2015.The shipping industry is one of the oldest and most traditional industries and there was of course some reluctance to start using a new system. Even some people in the Global Accounts team sometimes still feel an urge to keep a little folder with the information in print. In general, there is still too much useless printing going on. It’s better to stick to the important stuff (legal) and use the printer for when it is really needed.Monique Somers commented: “The feedback we received from the pilot project users is overall very positive. The benefits that came across most frequently were:Ease of useGain of timeProductivity increaseMore focus on the core jobLess frustrationObvious, one would think, but years of working in system X doesn’t mean one switches easily to system Y. Unless the benefits are proven, which was the case. Communicate and sell. That is why this pilot at CMA-CGM was so valuable. The results will be evident but the company wide implementation will have to be sold to the rest of the organization, on the basis of clear proof-points. Which brings us to an important part of the basics of the implementation of new solutions: communicate, communicate, communicate. All too often brilliant projects that can help a company tremendously in how to improve their service and business, fail through lack of understanding or lack of informing each other about the advantages for the daily workload.It is therefore the task of the management team to convince all employees of the benefits that a new solution can bring. Not by using figures but by giving hands-on proof that it works better.Also thinking about updating your paper archive to a digital one? Or just looking to optimise your archive? Then get more information here.

Invoice Management at Jan Yperman

Jan Yperman Hospital streamlines supplier invoicing using invoice management solutions and achieves annual savings of 20% The Jan Yperman Hospital in Ieper is a modern facility focussed on improving the efficiency of their services at all levels. The analysis of their supplier invoicing system brought several problems to the fore; those were turned into opportunities by applying a modern and personalized invoice management solution. A JUMBLED MOUNTAIN OF PAPERS Working exclusively with paper invoices does not make life easy. Besides the difficulty of trying to locate a particular invoice once it is somewhere in the approval process, some also get lost and with 35.000 documents per year that need to be kept for 10 years, storage is also problematic.Not to mention the fact that there is no metadata and no possibility to manage document status. Automatizing the work processes was not an option. Due to the hospital’s success this means that besides the 1,5 man-equivalent an extra 1 is required solely to manage the process. WHAT NEEDED TO CHANGE? Project targets were set in 2010: legal electronic archiving, streamlining the purchase and approval processes and consistently claiming the related suppliers’ discount. Easier said than done and how to get started? ANALYSIS, SOLUTION, IMPLEMENTATION Olivier Rys, head of administration: “We turned to the specialist in such matters. Docbyte can refer to years of experience not only in cross-channel ECM solutions but also specifically in the world of healthcare. They helped us to analyse the complex situation and with the help of Captiva software devised a tailor-made solution that fits like a glove. It was most definitely a rewarding process in which all concerned could join in the thought process, provide input and also see it being implemented.” USING PROFESSIONALS AS PROFESSIONALS Whereas the old system required at least 2 hours work by an accountant in order to validate 130 invoices per day by sorting, copying and circulating internally, this new automated system can easily be taught to someone else. This means that the time gained can be used for the job for which the highly trained professionals were employed. Although it may seem a paradox but the direct effect of the acute digitizing at Yperman has led to an increase in employee satisfaction as their jobs have been upgraded. BUDGET ECONOMY Targets were also set at the organization’s level and we all know that efficient budget management is one of the core elements in order to run a business successfully.Besides the positive impact through time saving in locating documents, the digitizing of the work processes, the improved access to information and the heightened security, the decrease in risk of loss, printing and of remote work, the invoice management system has brought Yperman an added bonus. In one year of using the new system only for the incoming invoices, the hospital has made a savings of 20% of the budget. Not bad. NEXT STEPS “Without a doubt, if we look at the impact of this exercise on our hospital it becomes apparent that there are many more ways in which we can improve our work methods. The accounting and invoicing in general need to be revised, we can for sure become more efficient and economic in those areas. Looking at the amount of paper generated by a hospital admission we urgently need to analyse how we can best digitize in that area. If we continue to implement this type of solution then we will not only save time and money but ultimately the access to information and care will in general become easier. Something which will most definitely benefit our patients. And that remains the most important task of a hospital.”: thus concludes Olivier Rys Contact us for an invoicing solution Contact Us

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