Using DocuWare, the 30,000 new applications per month are filed electronically, transferring data from the database of prospects to the member administration program. This saves about 4,000 working hours per year or 95,000 Euro, making the time available for more productive tasks. Additional time savings result from the fact that prospects can go online and enter their data in the database then print application forms themselves. The use of barcodes makes it possible to file these applications automatically as well, resulting in applications that can be checked faster. Now there is more time for answering questions, giving advice and consulting. DocuWare enables the Insurance Fund to present itself as a reliable partner and provider of health insurance. Quick reactions ensure customer satisfaction and retention. The danger of prospects losing interest because of long wait times is eliminated, the likelihood for a completed contracts grows, and in the end, earlier membership means earlier payment of contributions.
Documents are stored centrally in a collective document pool, are accessible at all times and can be viewed immediately. All related information concerning a particular incident can be easily accessed in real time. Employees can answer questions faster and have more time to give the members superior customer service. Customers, as well as employee satisfaction has risen, and customer service has improved enormously. For members and Insurance Fund employees, the possibility for members to search and update their data via internet, as well as generate insurance certificates when going abroad at short notice and file applications electronically saves valuable time, a win-win situation for both sides.
Since all documents are filed electronically, the extensive paper archives are no longer needed. Savings have been realized in office supplies and administration costs and additional office space. The gained working time can be used more productively. For example, seven students used to do the filling for the department in charge of surveying contributions, with the document management system only half the time is needed. In the members‘ center where the incoming mail volume reaches 15,000 to 18,000 sheets of paper per day, 4,400 hours of filing time can be saved and 600 meters of filing space is now available for additional employees.