10/13/2003 - Working with the IT Department of AXA, Fujitsu Consulting has developed an electronic document management system (EDM) to handle business customers’ files. Until recently, the EDM had concerned only insurance for individuals. It has now been expanded to all the AXA business customers. This full automation makes AXA the first insurance company in Belgium to have developed a “paperless” solution for its Business Customer operations.
Shortly after the merger of AXA-Royale Belge, AXA engaged Fujitsu to conduct a study that would surface ways of improving productivity and quality in the Life insurance and General and Workplace Accident insurance domains. Automated portfolio management was identified as the key solution. The goal was to make portfolio managers’ jobs more efficient and to increase the quality of services delivered to customers and brokers in the new entity resulting from the merger.
The solution became operational in January 2003 and, since then, the document management system has been used to scan all incoming correspondence and forward it to designated portfolio managers. Consequently, eight million pages are captured every year in the system. All incoming and outgoing items—including paper mail as well as e-mail and faxes—are pooled into electronic files that can be consulted simultaneously by the 500 portfolio managers of the Business Customers Department. At the same time, AXA initiated the scanning of some 20 million pages of documents.
Currently, every portfolio manager has access to a double screen in order to simultaneously consult the various components of a customer file. This new way of working required the buy-in and the active involvement of the concerned people, each of whom received four days of training to get familiarized with these new working environment and tools.
"As a matter of fact, the resulting benefits experimented by our brokers and customers are the same as the ones gained by our own people", declared François Lemonnier, manager of AXA’s Business Customers Department. "Portfolio managers no longer have to move stacks of paper, ask for archives, etc. They can instantly access all the documents they need, making our department work faster and enabling us to give better advice."
This work organization and management approach also facilitate dialogue with customers and brokers, as with all other stakeholders (lawyers, experts, doctors, etc.). This is truly a major technological advance.
According to Marc Fosséprez, CEO of Fujitsu Consulting Belux, "The rollout of this solution is a resounding success. Among the factors that helped us deliver this project properly, I‘d like to mention the fact that the solution was designed, developed and implemented focusing on AXA’s key business drivers. The EDM project was supported by AXA Belgium’s Executive Direction and involved active user participation during the project’s various phases. Let me conclude by pointing out the extraordinary collaboration between the AXA and Fujitsu teams, as well as the predominant role played by knowledge transfer."
Fifty million individuals and businesses around the world trust AXA to insure their property and protect their family or employees in the areas of health and prevention or to manage their company’s legacy or assets. AXA has over 6,000 employees in Belgium and is the second largest firm in the insurance sector and the fifth largest in banking. AXA is the principal Belgian insurer for large and mid-sized businesses; it protects one out of three enterprises.
About Fujitsu Consulting
Fujitsu Consulting is a leading provider of technology management and consulting services. Fujitsu Consulting provides a wide range of solutions—such as outsourcing, business intelligence, IT and business consulting and enterprise application integration—to sectors as large as communications and financial services or even the public sector. Fujitsu Consulting, the external consulting arm of Fujitsu Group in Japan ($38 billion), has over 8,000 employees working in 70 offices around the world. For more information on Fujitsu Consulting, visit the Web site at http://be.fujitsu.com
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