Client Overview
Belfius is a flagship client known for its extensive teams and centralized processing in the insurance industry. As a leading insurer, Belfius deals with complex organizational structures, numerous services, and diverse expertise areas.
The Challenge
Belfius aimed to streamline their communication distribution, ensuring that unstructured communications reached the correct departments without requiring constant scaling of their pre-management team. Achieving scalability in both volume and complexity of information was critical to their operational efficiency.
The Smart Mailroom Solution
Step 1. Addressing Individual Departments
Belfius tackled each department separately, starting with non-life insurance and then moving to life insurance. They identified what information needed to be processed internally and what could be outsourced. Through classification and extraction, they determined that 80% of the communication volumes could be logically distributed.
Step 2. Optimizing the 80%
Next, they focused on optimizing this 80%. This phase involved implementing controls to ensure customers provided the correct information and increasing the automation of these processes. The goal was to handle as much of the workload automatically as possible.
Step 3. Handling the Complex 20%
The final phase dealt with the more complex 20% of communications. This involved building advanced logic for more complicated business lines. For example, in life insurance, they developed a system to read subsets of barcodes. Only after processing the bulk of the data did they address these complexities, continually assessing whether human intervention was necessary.
The Results: 33% Reduction in the pre-management team's workload
By providing affordable flexibility, Paperbox significantly reduced backlogs and automated 40% of the workload. This automation led to a 33% reduction in the pre-management team's workload. The solution seamlessly integrated with the existing team, enabling them to manage communication more effectively and scale operations without the need for constant expansion.
Looking Forward
Belfius continues to expand its use of Paperbox, exploring additional document processing opportunities. The success of the initial implementation has positioned Paperbox as a strategic partner in Belfius's ongoing digital transformation journey.
"Challenging the status quo and improving the way we’re handling our incoming emails and documents. That’s where Paperbox makes the difference - both from a product as team perspective!"
— Jonas Danau, Product Owner Automation, Belfius
