Implementation and Support of OpenText Documentum for Major Insurance Broker with Operations in Hong Kong and Malaysia
Hours Saved Monthly with Automated Scheduling
Objective
To enhance operational efficiency and scalability for the Customer’s Business Transformation Program by implementing a modernized OpenText Documentum and Captiva-based solution. The goal was to streamline finance, broking, and claims processes, enabling better front-to-back-office alignment and supporting future growth in the insurance brokerage sector.
Challenges
- Process Inefficiencies:
- The existing system lacked automation, leading to time-consuming manual tasks in finance, broking, and claims processes.
- Inefficient workflows hindered productivity and delayed submissions.
- Lack of Integration:
- Separate front, middle, and back-office operations resulted in fragmented workflows and poor visibility across departments.
- Scalability Constraints:
- The existing infrastructure struggled to meet the organization’s growing demands and forecasted growth rates.
- Reporting and Monitoring Gaps:
- Limited reporting capabilities made it difficult for team managers to track process efficiency and performance.
Implemented Solution: Transformation with OpenText Documentum
- Platform Modernization:
- Deployed Documentum xCP 16.4 to automate workflows for finance, broking, and claims processes.
- Configured and deployed the D2 client for end-users in the KLSSC (Kuala Lumpur Shared Services Center) department.
- End-to-End Workflow Automation:
- Designed and implemented workflows from document scanning (via Captiva) to delivery, ensuring streamlined and efficient operations.
- Dashboards and Reporting:
- Developed custom dashboards and reports for team managers, providing real-time insights into workflow statuses and performance metrics.
- Enhanced Front-to-Back Office Integration:
- Standardized processes across the front, middle, and back offices, enabling clear role separation and improved collaboration.
- Allowed front-office teams to focus on customer-facing activities, middle-office teams to validate work, and back-office teams to achieve economies of scale.
- Support and Optimization:
- Provided ongoing system support to ensure optimal performance and alignment with evolving business requirements.
Focus Areas, Actions and Benefits:
| Focus Area | Proposed Actions | Customer Benefits |
|---|---|---|
| Workflow Automation | Designed workflows to automate finance, broking, and claims processes. | Reduced manual tasks and improved productivity. |
| Front-to-Back Office Alignment | Standardized processes and clear role separation across departments. | Improved operational efficiency and collaboration. |
| Dashboards and Reporting | Developed real-time dashboards for monitoring workflows. | Enhanced visibility into performance metrics. |
| Scalability | Implemented a scalable Documentum xCP-based solution. | Prepared the organization for future growth. |
| User Enablement | Deployed the D2 client for KLSSC end-users and provided training. | Improved system adoption and usability. |
Key Features and Benefits
- Streamlined Workflows:
- Automated processes reduced turnaround times for finance, broking, and claims activities.
- Improved Integration:
- Standardized processes bridged gaps between the front, middle, and back offices.
- Actionable Insights:
- Dashboards and reports provided managers with real-time updates and performance tracking.
- Scalable Architecture:
- The upgraded system supported current operations and anticipated future growth.
- Enhanced User Experience:
- Configured D2 for end-users, ensuring seamless interactions and improved productivity.
How TechTiera’s Expertise and Approach Ensured Successful Implementation
TechTiera played a critical role in transforming the Customer’s business processes by delivering a tailored OpenText Documentum and Captiva-based solution. With a deep understanding of the insurance brokerage industry and a customer-centric approach, TechTiera ensured that the solution met both current and future requirements.
TechTiera’s Expertise and Approach
- Strategic Assessment and Planning:
- Conducted a thorough analysis of existing workflows and system gaps.
- Developed a phased implementation plan to minimize disruptions during the upgrade.
- Custom Workflow Design and Automation:
- Automated key processes in finance, broking, and claims using xCP 2.1.
- Configured end-to-end workflows, from document scanning via Captiva to delivery.
- User Enablement and Training:
- Deployed the D2 client for KLSSC end-users and provided targeted training sessions to ensure smooth adoption.
- Real-Time Insights and Reporting:
- Developed dashboards and reports to enable team managers to monitor and optimize workflows.
- Long-Term Support:
- Delivered ongoing support and system optimization services for over three years, ensuring alignment with evolving business needs.
Outcomes Delivered by TechTiera
- Operational Efficiency:
- Automated workflows and standardized processes reduced manual intervention and improved turnaround times.
- Enhanced Collaboration:
- Clear separation of roles between front, middle, and back offices improved alignment and communication.
- Improved Decision-Making:
- Real-time dashboards and reports provided actionable insights into process performance.
- Future-Ready Infrastructure:
- The scalable architecture supported the Customer’s rapid growth and prepared it for future demands.
Why TechTiera?
TechTiera’s expertise in OpenText Documentum and Captiva, coupled with its industry-specific insights, enabled a seamless transformation for the Customer. By delivering a scalable, efficient, and integrated solution, TechTiera empowered the Customer to streamline operations, improve collaboration, and achieve sustainable growth in the highly competitive insurance brokerage industry.
Region:
Hong Kong and Malaysia
Industry:
Insurance
Customer:
Major Insurance Broker with Operations in Hong Kong and Malaysia
Platform:
