Grange becomes the number one insurance provider in Ohio using IBM Enterprise Content Management

Published on 11-May-2009

Validated on 01 Mar 2013

"IBM ECM makes us more competitive by enabling us to quickly respond to independent agents and customers. " - Rick Gruly, Staff Specialist, Imaging, Grange Insurance

Customer:
Grange Insurance

Industry:
Insurance

Deployment country:
United States

Solution:
Database Management, Enterprise Content Management

IBM Business Partner:
The Dayhuff Group

Overview

Grange Insurance is a US$1.3 billion insurance services provider offering auto, home, life, business and farm insurance through Grange Insurance and Integrity Insurance. The company serves policyholders in Georgia, Illinois, Indiana, Iowa, Kentucky, Michigan, Minnesota, Ohio, Pennsylvania, South Carolina, Tennessee, Virginia and Wisconsin.

Business need:
Grange’s network of independent agents serves as the critical link between the company and its policyholders. As a result, the company must make it easy for its agents to provide quotes, write policies, process claims and respond to customer inquiries. The longer it takes Grange to provide information to its agents, the more likely it is that agents will recommend another insurer to their customers.

Solution:
Through the use of IBM Enterprise Content Management solutions, Grange service representatives can quickly access policy information online and immediately provide the information to customers and authorized agents via phone or e-mail. Policyholders can receive an update on a claim, a new policy quote or details about their coverage in just minutes as opposed to hours or days. This new level of responsiveness has helped Grange grow its business without having to hire additional staff.

Benefits:
• Improved business performance to become the number one insurance provider in Ohio • Supported growth without having to hire additional staff • Reduced image retrieval times by 75 percent

Case Study

Grange Insurance is a US$1.3 billion insurance services provider offering auto, home, life, business and farm insurance through Grange Insurance and Integrity Insurance. The company serves policyholders in Georgia, Illinois, Indiana, Iowa, Kentucky, Michigan, Minnesota, Ohio, Pennsylvania, South Carolina, Tennessee, Virginia and Wisconsin.

Challenge

Grange’s network of independent agents is a cornerstone of its business, serving as the critical link between the company and its policyholders. As a result, the company must make it easy for its agents to provide quotes, write policies, process claims and respond to customer inquiries. The longer it takes Grange to provide information to agents, the more likely agents will recommend another insurer to their customers. However, as the company grew, it found that it couldn’t cost-effectively or efficiently respond to the needs of its increasing customer base without adding new staff. Manual, paper-based processes were placing the company at risk. Without the ability to track, trace and instantly access information, staff often couldn’t respond to agents as quickly as needed.

Solution

Grange Insurance sought to gain a competitive edge by using advanced imaging and workflow solutions to better manage content over its lifetime and as part of critically important business processes, such as its claims application. The company turned to IBM, which worked closely with Grange staff to identify ways to move beyond simple process automation and optimize business performance. According to Grange IT staff, because IBM Global Technology Services consultants were thoroughly versed in IBM ECM solutions, they could help the company to implement best practices to gain the greatest return on investment.

Through the use of IBM Enterprise Content Management solutions, Grange service representatives can quickly access policy information online and immediately provide the information to customers and authorized agents via phone or e-mail. Policyholders can receive an update on a claim, a new policy quote or details about their coverage in just minutes as opposed to hours or days. This new level of responsiveness has helped Grange to become the number one insurance provider in the Ohio area and grow its business without having to hire additional service representatives.

As part of its IBM ECM solution, Grange deployed IBM Content Manager software to help the company to store, track and manage policy information and workflows for its commercial and claims applications. Nearly 50,000 documents are scanned into IBM Content Manager software each day with more than 4.5 terabytes of information currently managed online. Approximately 1,050 Grange employees and agents use the system daily. Following its upgrade to Content Manager 8.3 software, the organization began storing imaged documents in IBM DB2 data server instead of on tape. This reduced the time to retrieve images from nearly 20 seconds to less than five seconds. DB2 also provides a reliable data platform for the organization’s commercial lines workflow database and monitoring database.

IBM WebSphere MQ software is used to provide reliable, resilient application integration for Grange’s commercial workflow applications so independent agents can rapidly retrieve and annotate images for processing.

Benefits

  • Improved business performance to become the number one insurance provider in Ohio
  • Supported growth without having to hire additional staff
  • Reduced image retrieval times by 75 percent

Products and services used

IBM products and services that were used in this case study.

Software:
DB2 Data Servers, MQSeries for Windows NT, Content Manager

Service:
GTS ITS IT Strategy & Design: Middleware Strategy & Design, GTS ITS Middleware: Middleware Implementation Services, GTS Data Center Services

Legal Information

© Copyright IBM Corporation 2009 IBM Corporation Software Group Route 100 Somers, NY 10589 U.S.A. Produced in the United States of America May 2009 All Rights Reserved IBM, the IBM logo, ibm.com, DB2 and WebSphere are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at ibm.com/legal/copytrade.shtml. Other company, product or service names may be trademarks or service marks of others. The information contained in this documentation is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this documentation, it is provided “as is” without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this documentation or any other documentation. Nothing contained in this documentation is intended to, nor shall have the effect of, creating any warranties or representations from IBM (or its suppliers or licensors), or altering the terms and conditions of the applicable license agreement governing the use of IBM software.