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Overview: Administrators at Illinois Mutual Life Insurance sought a document management, imaging and workflow solution that would speed document access, minimize labor-intensive tasks and enhance information sharing between departments. After evaluating several options, they chose ImageNow. A standardized, proven deployment methodology enabled Perceptive Software to install ImageNow at Illinois Mutual in just two weeks. Using patented LearnMode™ technology, ImageNow integrated with Illinois Mutual’s proprietary business applications. Integration connects host system records with corresponding information in ImageNow, enabling users to instantly retrieve the supporting documents they need from their host application screens. This approach facilitates immediate customer service and faster task completion. “ImageNow puts all the information we need to quickly answer inquiries at our fingertips,” says Sue Steele, assistant vice president of policy service at Illinois Mutual. “The result is increased customer satisfaction.” Replacing a paper chase with automated workflow has enabled employees in nine departments to quickly process customer folders and administrative documents alike. Perhaps the biggest impact has been in the policy service department, where ImageNow reduced the time it takes to answer a policy request by 75 percent. Participating in hands-on training classes prepared the Illinois Mutual Implementation Team to manage ImageNow in house. Since the initial deployment in sales administration, Illinois Mutual has extended ImageNow to underwriting, policy service and multiple other departments, with minimal input from Perceptive Software. Illinois Mutual has internal standards for processing policies, including a time limit. ImageNow reporting features enable the policy service department to monitor every aspect of employee productivity.
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