Illinois Mutual Life Insurance Company

SUCCESS STORY

Implementing Perceptive Content in multiple departments helped Illinois Mutual Life Insurance Company speed turnaround time, elevate productivity and reduce the time it takes to answer a policy request by 75 percent.

Discover the: Challenge | Solution | Results

Illinois Mutual Life Insurance Company

company

Illinois Mutual, headquartered in Peoria, Illinois, is an experienced provider of life insurance, disability income insurance and workplace insurance. Founded in 1910, the Company conducts business in 47 states through an extensive network of independent agents.

Industries

Business Services, Human Resources

Products

Data Capture & Extraction, Document Management, Records Management, Workflow & Process Management

Headquarters Location

Peoria, Illinois

Founded

1910

Focus

Life, disability income and workplace insurance

States served

47

Challenge

The professionalism, competence and enthusiasm of the Lexmark team impressed us. The comprehensive workflow functionality of Perceptive Content was another key decision point.
Bill Zimmerman Information Systems Manager, Illinois Mutual

Illinois Mutual, headquartered in Peoria, Ill., is nearly 100 years old. Consequently, it has nearly 100 years worth of records to manage. Founded in 1910, the company conducts business in 47 states through more than 17,500 independent agents. One of the six floors at Illinois Mutual headquarters is dedicated solely to file storage.

The organization realized that managing 30 million existing files and manually processing incoming paperwork was diverting employees away from other responsibilities and delaying completion of business processes. Administrators sought a document management, imaging and workflow solution that would speed document access, minimize labor-intensive tasks and enhance information sharing between departments. After evaluating several options, they chose Perceptive Content.

“The professionalism, competence and enthusiasm of the Lexmark team impressed us,” says Bill Zimmerman, information systems manager. “The comprehensive workflow functionality of Perceptive Content was another key decision point.”

Solution

A standardized, proven deployment methodology enabled Lexmark to install Perceptive Content at Illinois Mutual in just two weeks.

“Perceptive Content implementation was virtually flawless; it’s the best software installation I’ve been involved with,” Zimmerman says. “Every stage of our project has been completed on time.”

Using patented LearnMode™ technology, Perceptive Content integrated with Illinois Mutual’s proprietary core business applications. Integration connects host system records with corresponding information in Perceptive Content, enabling users to instantly retrieve the supporting documents they need from their host application screens.

“The ability of LearnMode to integrate with new screens in seconds is amazing,” Zimmerman says. “Its flexibility makes Perceptive Content effective in every department.”

Perceptive Content implementation was virtually flawless; it’s the best software installation I’ve been involved with. Every stage of our project has been completed on time.
Bill Zimmerman Information Systems Manager, Illinois Mutual

Achieving vendor independence

Participating in hands-on training classes prepared the Illinois Mutual implementation team to manage Perceptive Content in house. Since the initial deployment in sales administration, Illinois Mutual has extended Perceptive Content to underwriting, policy service and multiple other departments, with minimal input from Lexmark.

“The knowledge transfer that took place during Perceptive Content training classes was outstanding,” Zimmerman says. “It allowed us to take complete ownership of our document management solution, and we’ve been able to undertake enterprise-wide Perceptive Content expansion ourselves.”

User acceptance of a new software suite is crucial to the success of any IT project, as a company will only benefit from deploying a system that employees are able and willing to use. Zimmerman’s colleagues embraced Illinois Mutual’s switch to electronic content management.

“Perceptive Content has been very well received, even by employees that took a while adjusting to not having paper files in their hands,” Zimmerman says. “They like Perceptive Content because it gives them instant document access and makes tasks such as paying claims much less laborious.”

Results

Improving productivity and load balancing

Illinois Mutual’s policy service department deals with service requests concerning universal life insurance, traditional life insurance, annuities and disability income policies. Prior to Perceptive Content deployment, employees requested supporting documents and waited for colleagues to deliver the required files. Now, files are indexed and routed to the appropriate associates’ Perceptive Content workflow queues for immediate processing.

“Having files in Perceptive Content work queues instead of piled on desks helps employees better manage their workloads,” says Sue Steele, assistant vice president of policy service. “Perceptive Content has greatly reduced turnaround time.”

Illinois Mutual has internal standards for processing policies, including a time limit. Perceptive Content reporting features enable the policy service department to monitor every aspect of employee productivity, including the number of late files. “Perceptive Workflow makes it easy for managers to review the time it takes to process each policy and to reassign duties when employees are out of the office,” Steele says.

Perceptive Content puts all the information we need to quickly answer inquiries at our fingertips. The result is increased customer satisfaction.
Sue Steele Assistant Vice President of Policy Service, Illinois Mutual

Enhancing customer satisfaction

The policy service department receives many phone inquiries each day. When relying on hard copies, associates called customers back once files were delivered from the storage area. Perceptive Content helps Illinois Mutual fulfill its commitment to exemplary customer service by enabling employees to pull up files while customers are still on the phone.

“Perceptive Content puts all the information we need to quickly answer inquiries at our fingertips,” Steele says. “The result is increased customer satisfaction.”

Simplifying Auditing Audits are simplified using Perceptive Content because documents are readily accessible. Previously, an audit would require employees to go through hundreds of folders to pull the correct files for auditors, deliver them, and then return them when complete. During the audit, these files were tied up and unavailable to customer service employees.

Instant and simultaneous access to documents with Perceptive Content makes a once time-consuming, inconvenient task no problem for both auditors and employees. The information systems department also uses Perceptive Content to keep track of service requests to their department, creating an audit trail that shows documentation authorization and promotion of code from development into production. “Having an audit trail in Perceptive Content is crucial when the state of Illinois comes to audit,” Zimmerman says.

Eliminating document misplacement, speeding processes

Instead of Illinois Mutual associates taking documents to colleagues’ desks, they electronically route files in Perceptive Workflow. Managers can see who has accessed each file and what action they took with it, allowing them to identify and address bottlenecks.

“Using Perceptive Workflow eliminates the risk of document misplacement and employees no longer waste time walking around the office delivering and picking up files,” Zimmerman says.