Five years ago, Security Insurance Co. was suffocating under the weight of paper files. The company's file room was packed to the point where the company had to place file racks in hallways, consuming office space that cost $20 per square foot.Space constraints weren't the only problems that the Alpharetta, Ga.-based carrier's paper filing system created. Call center representatives had to put customers on hold and ask a file room clerk to retrieve the caller's file just to answer routine questions. Moreover, only one person at a time could work on a customer's file during the underwriting process, a situation that didn't foster high worker productivity.
Now, all information pertaining to underwriting and claims is scanned and digitally stored. Security Insurance has cut its office space by 33%, closed the doors to its file room and cut $100,000 per year in rent costs, thanks to its document imaging and management system.
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