Customer
Success Stories

Challenges

RAC faced mounting challenges due to an ageing, unsupported document storage system:

• Legacy document image storage (Acorde) was no longer supported
• Frequent system failures impacted customer service delivery
• Significant compliance and audit pressures
• Slow and unreliable access to archived information
• Operational inefficiencies caused by manual queues and inconsistent processes

Solution Provided

enChoice deployed a modern, secure content management and processing environment powered by Knowledge Capture (KC) and Knowledge Vault:

Document Processing Transformation

• Implemented a new secure Document Image Processing storage facility
• Introduced automated workbaskets and queues to streamline claims and case processing
• Integrated with Talisman, RAC’s insurance claims system
• Enabled departmental-level security and access controls
• Delivered management reporting capabilities for operational oversight

Platform Delivered

The solution delivered a unified content management architecture including:

• Restful API Document Portal for team-wide accessibility
• Catalogue management for billing, membership details, and claims documentation
• Lifecycle management aligned with RAC retention and compliance needs
• System integration with key insurance systems
• Process management for handling claim documentation and billing workflows
• Analytics capabilities including operational and process analytics

Outcomes

• Significantly reduced operational downtime
• Improved service delivery for claims and membership teams
• Strengthened compliance with industry and regulatory obligations
• Faster access to archived documents
• Future-ready platform supporting continued expansion and automation

Challenges

Cumberland Building Society faced mounting challenges with document management:

• Branches & processing departments dealing with large volumes of paper-based communications stored in legacy manual filing systems
• Mortgage processing across the business needing to improve the efficiency of applications & underwriting
• Regulatory compliance covering records management, security & long term archival of documents
• Slow and unreliable access to archived information
• Operational inefficiencies caused by manual queues and inconsistent processes

Solution Provided

enChoice implemented the KC Online ACMS module to digitise inbound documents and transform mortgage processing workflows, eliminating manual filing systems and streamlining mortgage application handling.

Platform Delivered

The solution delivered automated document capture and management capabilities:

• KC Online ACMS module for intelligent capture and classification of mortgage documentation
• Digital document repository replacing paper-based filing systems across 34 regional offices
• Automated workflow for mortgage applications and underwriting processes
• Secure records management infrastructure meeting regulatory compliance requirements

Outcomes

• 30% increase in work output without any increase in headcount within 18 months of implementation
• Reduced office space requirements as filing cabinets were eliminated and physical space reclaimed
• Faster mortgage application processing through automated document capture and retrieval
• Improved customer service through quicker access to mortgage documentation
• Strengthened compliance posture through systematic digital records management

Challenges

LV faced mounting challenges managing policy documentation and customer communications:

• Replacing legacy Motor & Household Insurance mainframe with Guidewire PolicyCentre
• Making policy documents accessible online by customers
• New portal and transactional systems do not handle electronic documents
• Regulatory compliance covering records management, security & long term archival of documents

Solution Provided

enChoice deployed a modern, secure content management and processing environment powered by Knowledge Capture (KC) and Knowledge Vault:

• Document Portal: LV agents & LV customers access policy information & documents through LV portal via RESTful API
• Knowledge Vault: Strategic archive to manage all policy documents & electronic output; supporting more than 10 million documents annually comprising 6m printed documents, 3.5m emails & 800k SMS
• Knowledge Vault: Role based access controls to secure documents

Platform Delivered

The solution delivered a unified content management architecture including:

• Cataloguing: Automated organization of correspondence, policy documents, and electronic output
• Lifecycle Management: Processes to manage document capture and security attributes
• System Integration: Integration with LV technology platforms
• Process Management: Workflows for handling claim documentation and billing processes
• Analytics: Operational Analytics and Process Analytics capabilities

Outcomes

• Significantly reduced operational downtime
• Improved service delivery for claims and membership teams
• Strengthened compliance with industry and regulatory obligations
• Faster access to archived documents
• Future-ready platform supporting continued expansion and automation

Challenges

02 faced mounting challenges with customer complaint management:

• Managing the expediential growth in customer complaints
• Managing increasing channels of customer complaint
• Fully meeting compliance obligations
• Automation of the call centre and communication capture process

Solution Provided

enChoice implemented the KC Online Advanced Case Management solution to manage the entire process as a 'case', from receipt of the enquiry through to resolution and response.

Platform Delivered

The solution delivered case management capabilities:

• KC Online Advanced Case Management solution
• Case-based complaint handling from enquiry receipt through to resolution
• Multi-channel complaint capture and management
• Compliance tracking capabilities

Outcomes

• Reduced service costs
• Quantitative and qualitative benefits in ability to serve millions of customers
• Improved efficiency in assisting clients through streamlined case management

Challenges

NIG faced mounting challenges with broker document access and security:

• Broker network needs access to different policy documents at different times - broker system (Acturis) is transactional and does not handle electronic documents
• Management of document security permissions as policies move from one broker to the next
• Meeting compliance obligations

Solution Provided

enChoice implemented Knowledge Capture to enable secure broker document exchange:

• KC solution allows NIG to swap out different policies to different brokers as they change hands
• The brokers can come in via online portal, run a simple search for a policy they have been provided and then be shown all relevant docs

Platform Delivered

The solution delivered secure document management capabilities:

• Document Portal: The NIG's community of circa 3,000 brokers have secure and instant access via an electronic portal (The Hub)
• Knowledge Vault: Strategic archive capture 20,000 policy documents per day, 5.2m per year, supporting over 15,000 users
• Knowledge Vault: Role based access controls to secure documents at a brokerage and agent level
• System integration with key insurance systems
• System Integration: Integration to Acturis including SSO
• Process Management: Processes to manage the capture and security attributes

Outcomes

• Secure instant access to policy documents for 3,000 brokers via The Hub
• Streamlined broker handover process enabling policy transfers between brokers
• Improved broker efficiency through simple search and instant document retrieval
• Enhanced compliance through role-based security controls at brokerage and agent level
• Scalable platform supporting 20,000 daily document captures across broker network