fluix 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
  • Significant admin, printing & postage costs
  • Fragmented access to documents in the field
  • Employee and customer friction
  • Time-consuming paperwork for quote & review processes
After
  • Substantial cost savings from reduced printing & mailing
  • Enhanced hit-ratio due to relevant files being available when needed
  • Improved client onboarding and satisfaction rates
  • Close to 100% paperless processes: 100k+ documents signed & processed digitally in less than a year
Introduction

Zurich Switzerland’s field agents spend most of their time meeting with clients and producing proposals that cover the risks that clients are facing. Being a composite insurer, Zurich agents offer a multitude of propositions that all come with different checks and balances. Given the ultra-competitive industry, it is also essential the service delivered to clients is a great one.

Therefore, it was important to ensure that all documents that agents need when facing customers were easily accessible regardless of location and to make their decision-making and quote generation processes simpler and more efficient. Zurich Switzerland also needed an eSigning function so customers could sign documents on the spot. Additionally, they required a robust workflow automation system to make sure documents were sent to the right processing division to stop the back and forth between the back office, agents, and management. These changes would help the field agents reclaim their time spent on admin to dedicate it to customer service. The question then became who could make their dreams a reality.

Zurich Switzerland’s Product Management team building its digital agents workplace began their quest to find a solution that could provide standardized document storage, workflow, and signature capabilities to improve their insurance sales process. The search came to a successful end when they discovered Fluix.

“Fluix and its team are something that I’d recommend to both friends and peers if they are looking into taking their business processes to the next level.”
Zurich Insurance

Martin Weber,
Senior Business Analyst, Zurich

Challenge

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.

Zurich Switzerland

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

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:

  1. 1Host a digital document library that was accessible offline and online to equip their agents with 2,000+ supporting documents to serve clients.
  2. 2Enable staff and clients to sign documents electronically independent from the maturity of the document-producing system
  3. 3Provide system-supported and automated workflows to relieve their agents from navigating complex decision trees alone.
  4. 4Reduce Zurich’s dependence on paper files and mailing documents.
  5. 5Improve their agents’ productivity and the overall customer experience.
“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.”
Zurich Insurance

Martin Weber,
Senior Business Analyst, Zurich

Results

Since agents began using Fluix in their insurance sales process, Zurich Switzerland has had significant success:

  • Cutting costs by removing printing and mailing requirements.
  • Saving time and effort by building a comprehensive document history archive to easily track 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 100,000 documents signed and 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.”
Zurich Insurance

Martin Weber,
Senior Business Analyst, Zurich