Facing the complexities of a large insurance organization, Belfius needed a scalable solution to manage their centralized communication processing. By implementing Paperbox, they streamlined operations, reduced backlogs, and cut the pre-management team's workload by a third.
Challenging the status quo and improving the way we’re handling our incoming emails and documents. That’s where Paperbox makes the difference - both from a product as team perspective!
Belfius is a flagship client known for its extensive teams and centralized processing in the insurance industry. As a leading insurer, Belfius deals with complex organizational structures, numerous services, and diverse expertise areas.
Belfius aimed to streamline their communication distribution, ensuring that unstructured communications reached the correct departments without requiring constant scaling of their pre-management team. Achieving scalability in both volume and complexity of information was critical to their operational efficiency.
Belfius tackled each department separately, starting with non-life insurance and then moving to life insurance. They identified what information needed to be processed internally and what could be outsourced. Through classification and extraction, they determined that 80% of the communication volumes could be logically distributed.
Next, they focused on optimizing this 80%. This phase involved implementing controls to ensure customers provided the correct information and increasing the automation of these processes. The goal was to handle as much of the workload automatically as possible.
The final phase dealt with the more complex 20% of communications. This involved building advanced logic for more complicated business lines. For example, in life insurance, they developed a system to read subsets of barcodes. Only after processing the bulk of the data did they address these complexities, continually assessing whether human intervention was necessary.
By providing affordable flexibility, Paperbox significantly reduced backlogs and automated 40% of the workload. This automation led to a 33% reduction in the pre-management team's workload. The solution seamlessly integrated with the existing team, enabling them to manage communication more effectively and scale operations without the need for constant expansion.
