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Customer Success Story
Zurich is aiming for 100% paperless processes to reduce printing & mailing costs and more
Zurich is a global, multi-line insurance company that helps customers identify and manage their risks, then curates insurance cover to protect against or mitigate them. It’s a large organization with 55,000 employees spread across 200 locations. One of the locations is Switzerland, where Fluix was implemented to revolutionize the work processes of 1,000 field agents.
Before
After
Background
Improving workflow efficiency
Zurich Switzerland’s agents follow a specific process to understand and evaluate their customer’s risk exposure. They begin by assessing basic information, then deep dive into life and non-life factors like property and liability, to pinpoint the risks and recommend the most appropriate solution(s).
For product recommendations, it was a standard practice to create a quote, finalize it on paper with notes, process it into an actual policy, which included changing hands multiple times, and then scan and archive it. Yet, quotes were only one piece of the puzzle. The problem was that approx. 2,000 supporting documents, client proposals, and pricing were stored in hard copies and printed PDF documents that then again – after being signed, needed to be digitized by the back office. It’s also company policy that the information recorded on the system must be exactly what was on the original paper document (including handwritten notes and changes).
This meant after the quote was signed, a lot of time was spent scanning, archiving, and redistributing the documents to customers and the back office by mail. This entire process should have been repeated for each risk exposure the client had.
Being a big corporate organization – having challenges with a somewhat fragmented IT landscape is nothing that Zurich was or is spared from. For example, they use a range of quoting tools, each with differing capabilities. Plus, all documents had to be finalized on paper. Zurich knew the way forward was to jump on the bandwagon of digitalization in the insurance industry. They set out to hunt for a workflow automation solution with eSign and media library capabilities that could be layered over such a challenging IT landscape to harmonize their front-end tools and processes at the point where their maturity ended.
Solution
Creating paperless office
Zurich Switzerland’s Product Management team was ready to digitally transform their agent’s workflow to streamline both remote and on-site work. They wanted automation software that could:
- Provide system-supported and automated workflows to relieve their agents from navigating complex decision trees alone.
- Reduce Zurich’s dependence on paper files and mailing documents.
- Improve their agents’ productivity and the overall customer experience.
- Host a digital document library that was accessible offline and online to equip their agents with 2,000+ supporting documents and quoting tools to serve clients.
- Enable staff and clients to sign documents electronically independent from the maturity of the document-producing system.
“We were looking for a solution that addressed all three of our outlined areas (document library, eSignature, and automated workflows). This gave Fluix a big advantage over other promoted solutions that only offered either of these options.”
Martin Weber,
Senior Business Analyst
Results
Focusing on customers, not filling out forms
Since agents began using Fluix in their insurance sales process, Zurich has had significant success:
- Cutting costs
by removing printing and mailing requirements. - Saving time & effort
by building a comprehensive document history archive easily tracking past actions. - Driving greater efficiency
by enabling digital documents with built-in rules to reduce the risk of errors. - Increasing client onboarding
and satisfaction rates through eSignature and online processing capabilities. - Improving agent engagement
and usage of Fluix solutions with 100K documents signed & processed in less than a year.
“Fluix was the perfect solution for our agents as it allowed us to integrate all product lines that they can offer, as well as making us independent from the maturity of the actual system. Furthermore, when looking into the future, Fluix also allows us to maintain a ‘stable’ UI while cleaning up the picture on the backend.”
Martin Weber,
Senior Business Analyst
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