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With suitable IT Service Management (ITSM) software, business processes in the insurance industry can be optimized and, for example, master data, service, portfolio and contract management can be cleverly linked.
A large German insurer, which previously only mapped the first two areas via its ITSM system, therefore also wanted to digitize its contracts in order to efficiently automate the entire contract management process. The Munich-based IT service provider handz.on, which had already successfully digitized the insurer ‘s service, portfolio and master data management, was commissioned with the implementation. By integrating the contracts into the ITSM, they are now securely and centrally stored digitally and can be accessed immediately at any time.
The biggest advantage for the insurance company is that the contracts are also automatically assigned to the respective customers and services and can be analyzed digitally.
The aim of the German insurance company was to move away from paper in contract management and to have the contract documents available digitally and traceable at all times in the central ITSM system instead of in confusing customer folders and contract binders. In the first step, new contracts are set up in an external software program in PDF format for digital signature. The signed PDFs are then transferred to an interface developed by the Munich-based IT service provider handz.on, which creates a corresponding contract in the ITSM tool ‘s Contract Management, attaches the original PDF and automatically links the contract to the corresponding customer or partner from the master data management.
In order for this assignment to function smoothly and, above all, automatically, particular attention had to be paid to efficiently matching the relevant information from the external software with the master data of the ITSM system when creating the interface. Another challenge was the allocation of the booked insurance services in the ITSM service management system, which was also required.
Here, the interface accesses the service templates already maintained in Service Management. If the data from the external software shows which service the contract belongs to, a service instance is automatically created for the respective customer or partner and assigned to the contract. If automation is not possible, the ITSM tool supports the process with the help of a wizard or a guided process for manually selecting the right insurance service or defining the right service package.
When importing the PDF files into the ITSM system via the interface, there is currently still the difficulty that although the assignment to the customer data and the booked services is automated, important, individual data of the actual contract (e.g. name of the contract signatory or time of signature) cannot be automatically transferred, as the ITSM system cannot currently read the PDF. This individual contract data is therefore currently entered manually by insurance company employees. The next stage of the project is planned to automate this step using suitable text recognition software.
As soon as the contract has been fully created and approved by the relevant employee, it is switched to “live” in the ITSM tool ‘s Contract Management and archiving is started at the same time. To do this, the interface automatically forwards the contract PDF attached to the data record to an archiving tool, where it is stored in accordance with the law. At the same time, it is deleted in the ITSM tool and is therefore archived centrally in one place. To ensure that the insurance company can still view the contract for evaluations and queries, the archiving tool generates a runlink that is stored in the ITSM tool instead of the PDF. This means that the original PDF can be viewed at any time with a click.
If a customer or partner terminates a contract, this must be adjusted in the contract management of the ITSM tool. If there is already an automatic mechanism that notifies the system of the termination, this is done automatically. If this is not the case and the termination comes from the customer, e.g. by email, the contract must be manually set to “terminated” in Contract Management on the corresponding date ( partial automation is also theoretically possible here via mail-in configurations ). The ITSM tool calculates the end of the statutory retention period from the termination date and then automatically informs the archiving software so that it deletes the contract after this date.
The digitization of contracts not only saves the insurance company paper and time in contract management. The contracts can now also be evaluated and tracked digitally at any time and referenced in tickets. This also makes service request management easier, for example in the event of queries, as the ITSM tool has quick access to the booked services and associated contracts for every customer and partner.
How do you optimize your insurance company’s IT services to ensure smooth customer care?
Efficient IT Service Management (ITSM) is crucial to ensuring a high level of customer satisfaction.
Our ITSM solutions offer a holistic approach to the planning, provision and optimization of IT services, giving you a comprehensive overview of your IT systems and processes.
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