Callant's Vision: More Time for Clients, Less Time on Admin
Callant, a leading independent broker in Belgium, built its name on trust, expertise, and service. But as volumes grew, something was breaking behind the scenes.
Manual email handling was eating into precious hours. Experts were stuck saving files, splitting attachments, manually keying in data, and navigating inconsistent archiving rules. Their previous system processed emails with 70% being automatically linked, but 50% of those contained errors requiring manual intervention and corrections. This meant only 30% of their email processing was truly accurate and automated.
The company was stuck between two conflicting goals:
- Reduce admin pressure on teams
- Introduce more structure for compliance and reporting
When Inbox Chaos Becomes a Business Risk
While valuable time was being wasted on document gymnastics instead of customer care, Callant didn't just want to settle for another tool; they wanted a digital teammate. A reliable assistant that could handle every email, split, sort, log, archive, without asking twice. They needed an AI Agent built for insurance that could serve three critical stakeholders: their clients, their business, and their employees.
From Reactive to AI-Driven Customer Service: Paperbox as the AI Agent for Insurance
What Callant implemented wasn't a plugin, it was a paradigm shift. Paperbox became the invisible force powering their back office:
Reads emails like a broker would → Summarizes context, detects senders, extracts intent
- Splits and classifies documents automatically → Zero manual work, zero rework
- Understands Brio inside out → Delivers structured files directly into the Portima Brio, ready for action
- Finalizes admin tasks by default → Members only step in when real judgment is needed
While initially expecting 85% automation with 100% accuracy, Callant found that 75% automation represents the most achievable and sustainable target.
"It's like every team got their own virtual assistant. But one that knows insurance, Brio, and the rules of the game."
The Brio Integration: A Seamless Handshake
Callant didn't want to reinvent their tech stack, and with Paperbox, they didn't have to. Processed emails are automatically converted into structured, enriched messages and sent straight into Brio, their Insurance Management System. No detours. No manual
drag-and-drop. No risk of metadata loss.
This direct integration is where Paperbox shines: The AI Agent doesn't just do the work, it plays by the broker's rules. Document processing now takes a maximum of 2 minutes per document on average.
The Results: Time, Focus, and Freedom
Since going live, the shift has been profound:
- 63% more time for administrators to focus on what truly matters: customer service
- 87x faster processing
- Archiving is finally standardized, searchable, and audit-ready
- Structured data is no longer a dream, it's reality
- Enhanced team collaboration through intelligent document summaries
The Three-Stakeholder Success Story
Callant’s vision of projects that serve three stakeholders has become reality with Paperbox:
- Clients receive more targeted, responsive service as teams focus on customer care
- Employees fulfill their ambition to work closer to clients rather than paperwork
- The business grows naturally as a result of improved service and efficiency
And most importantly? People feel the difference. Paperbox handles the flood so they can handle the work that matters.
Empowering Team Collaboration
One of the most appreciated benefits has been how Paperbox enables seamless backup coverage between colleagues. The intelligent summaries that Paperbox adds to case files allow team members to quickly understand context when taking over cases due to illness, vacation, or general task redistribution. This isn't just helpful during absences, it's become an enormous asset for everyday task allocation and team flexibility.
The Journey: Change Without Compromise
Was it easy? Not entirely. Callant had developed habits over years. Personalized workflows, ad hoc filing rules, all of that had to evolve.
Paperbox didn't force standardization. It enabled it, by adapting to Callant's real-world complexity, while gently nudging teams into a smarter way of working.
"It is not about replacing people. It is about freeing their time to focus on what truly matters: serving our clients."
Looking Ahead: The Future Is Proactive
The journey doesn't end here. Callant is now exploring how Paperbox can take the next step as an AI Agent:
- Automatically creating claims from inbound messages
- Sending proactive customer updates based on workflow insights
- Flagging anomalies before they become bottlenecks The more it learns, the more value it delivers.
Why Callant's Story Matters
This isn't just another automation case. It's a glimpse into the future of insurance, where AI doesn't just process documents, it partners with people. Callant proves that with the right tools, brokers don't need to choose between scale and service. They just need the right AI Agent that serves clients, empowers employees, and grows the business.
