SOUTHFIELD — ImageSoft, Inc., has released a new case study outlining how process improvements made possible by technology and workflow solutions from ImageSoft enabled Farm Bureau Insurance of Michigan to serve customers faster and more efficiently.

Additionally, the Lansing-based insurance company was able to realize a return on its technology investment in less than one year.

The case study chronicles how paper-based processes in the claims department at Farm Bureau of Michigan had slowed response time to customer inquiries about their pending claims. Seeking to improve its responsiveness and to enhance customer service, Farm Bureau looked to ImageSoft for a solution.

ImageSoft worked closely with the insurer to streamline and automate its processes with the installation of an OnBase electronic content management system and custom workflow. Paper documents were converted to electronic documents and the process was streamlined.

Results were soon evident — not only in improved service to customers, but in more efficient processes, faster decision making and through the elimination of printing and handling, and the associated cost — of thousands of faxes. In the first six months alone following its OnBase installation, Farm Bureau estimated that it saved more than $220,000 and achieved full return on investment in less than a year.

“Michigan Farm Bureau’s leadership were very proactive in their efforts to improve the overall customer experience,” said Scott Bade, ImageSoft president. “The value of document management and workflow to an insurance company like Michigan Farm Bureau is felt across the enterprise and is often revolutionary.”

Today when customers call with questions about pending claims, Farm Bureau staff no longer need to track down the physical file in order to discuss the claim.  Instead, they use OnBase to quickly locate the electronic documents, resulting in faster and much improved service.

“ImageSoft helped us take great strides towards providing fast, accurate service to our customers through improvements in workflow and technology,” said Teresa Ruckle, Farm Bureau of Michigan director of life policyholder services. “They are a partner we can count on.”

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