If a document or email is automatically processed or validated by a user, the original document or email is immediately deleted. This reduces the 'data at risk' period to a minimum. Only an anonymized version of the transaction is stored to train or fine-tune the AI models.
Both the data storage and processing of Paperbox and its sub-processors take place in Europe. More information can be found in our Data Processing Agreement.
Both the company and the Paperbox product are ISO27001 certified, with an annual audit."},"country":{"title":"As an insurance company or insurance business, we are subject to country-specific regulations such as FSMA in Belgium. How does Paperbox handle that?","answer":"Paperbox acts as a 'processor' - this means that data retention is kept to a minimum. If a document or email is automatically processed or validated by a user, the original document or email is immediately deleted. This reduces the 'data at risk' period to a minimum. Only an anonymized version of the transaction is stored to train or fine-tune the AI models.
Both the data storage and processing of Paperbox and its sub-processors take place in Europe. More information can be found in our Data Processing Agreement.
Both the company and the Paperbox product are ISO27001 certified, with an annual audit."},"genAI":{"title":"Paperbox uses Generative AI models, but does this have an impact on data security?","answer":"Paperbox only uses Generative AI (GenAI) endpoints on Google Cloud or Microsoft Azure where data retention is disabled. This is a must-have requirement."},"auth":{"title":"How does user authentication and provisioning work within Paperbox?","answer":"Preferably, Paperbox provides user authentication via SAML federation with Azure Active Directory. The setup for this is described on the following link. It is also possible to provision users or grant permissions in two ways: - Within the Paperbox Application or Admin Panel. - Automated via SAML"}}}},"company":{"careers":{"header":{"title":"Are you ready to join our team?","button":"Discover our open positions"},"potential":{"tag":"Careers","title":"Crafting excellence,one expert at a time.","description":"At Paperbox, we believe in the potential of every individual. Our team thrives on collaboration and fresh perspectives. If you're eager to contribute and refine the way we simplify workflows in Insurance, we're ready to welcome your expertise. Dive into our career opportunities and let's make an impact together."},"benefits":{"tag":"Your Benefits","title":"Why working at Paperbox is Fun","description":"At Paperbox, we believe in nurturing talent and ensuring a balanced, fulfilling work experience. With a suite of benefits tailored to support your personal and professional aspirations, you'll find every reason to thrive and grow with us.","items":{"office":{"title":"Flexible Office Culture","description":"Getting the job done is more important than where you get it done. Know that you’re always welcome at our amazing office space at The Wintercircus in Ghent."},"salary":{"title":"Competitive salary with optimized fringe benefits","description":"We believe that you should share in our growth"},"equipment":{"title":"Yearly equipment budget","description":"A human is only as good as his tools. You’ll have a yearly equipment budget that you can spend on all the tools you need."},"holiday":{"title":"Flexible working hours","description":"Time off helps you thrive in life and career. That’s why we have a flexible vacation policy."},"healthcare":{"title":"Digital healthcare insurance","description":"Mens sana in corpore sano: Paperbox.ai offers a transparent and digital healthcare insurance by Alan for you and the ones you love."},"transport":{"title":"Flexible transport and commuter benefits","description":"We have flexible transport and commuter benefits. Our offices are located in the city centre of Ghent. Easily accessible by public transport, by bicycle and by car (near Parking Zuid)."}}},"positions":{"title":"Open Positions","description":"We're on the lookout for enthusiastic individuals eager to contribute and grow with us. Dive into our available roles and see where you fit in our team."},"form":{"contact":"Contact us using the form below and we'll get back to you as soon as possible.","fields":{"firstName":"First Name","lastName":"Last Name","email":"Email","phone":"Phone","cv":"CV","motivation":"Motivation","submit":"Submit","upload":"Upload CV"}}},"about":{"moreInsights":"More Insurance Insights","cta":{"title":"Want to discover how Paperbox fits into your Insurance Workflows?","button":"Book a strategy call"},"header":{"title":"Welcome to Paperbox","description":"Where AI and Human Talent come together. Our goal is for you to maximise both by fostering efficiency and innovation."},"vision":{"tag":"Our Vision","title":"Let Human Talent Shine by Optimising Workflows","description":"Your team is the driving force of your business! That is why we are always looking for ways to make their work easier. With an understanding of insurance workflows and a clear vision of The Augmented Insurer, we bring your operations together with our AI-driven solutions."},"team":{"tag":"The Paperbox Team","title":"Employees in the Spotlight","description":"Find out what the Paperbox team has to say about their work.","cta":"Discover open positions","stijn":"What I like most in my job is when things are clicking, when our meetings are short because everyone’s aligned on what we should do. I call them small ‘aha!’ moments.","niels":"We do the fun stuff by automating the boring stuff, so it is a win-win for both our customers and our team."},"values":{"tag":"Our Values","title":"The Drivers of our Daily Operations","description":"We work hard to create a company culture where each individual can thrive in a healthy way and where we truly excel as a team.","items":{"ownership":{"title":"Distributed Ownership","description":"We believe in the power of shared responsibility. Every team member is encouraged to take ownership of their work, fostering an environment where initiative and accountability thrive. We create and seize opportunities to help each other grow, ensuring that success is a collective effort.\n"},"scale":{"title":"Build to Scale","description":"Our focus is on creating strong, scalable foundations. By avoiding shortcuts and investing time and effort into building systems that can support long-term success, we ensure that our solutions are not just effective today but will remain reliable in the future."},"hardOnIssues":{"title":"Hard on the Issues, Soft on the People","description":"While we tackle challenges head-on and address issues directly, we do so with empathy and consideration for each person involved. We believe that a supportive and understanding work environment fosters creativity and problem-solving."},"quality":{"title":"Quality over speed","description":"We prioritize quality over speed. Our approach is deliberate and thoughtful, ensuring that every action we take aligns with our broader vision and goals. By thinking before we act, we build a solid foundation for future success, setting ourselves up to win in the long run."}}}},"contact":{"title":"How to reach us","email":"Email","phone":"Phone","address":"Address","form":{"title":"Leave a message","description":"Contact us using the form below and we'll get back to you as soon as possible!","success":"Message sent successfully. \nWe'll get back to you as soon as possible","fields":{"firstName":"First Name","lastName":"Last Name","email":"Email","phone":"Phone","message":"Message","company":"Company","role":"Role","submit":"Submit"}}}},"insights":{"blogs":{"header":{"title":"A sneak peak into the Insurance Industry of the Future"},"allTopics":"All Topics"},"customerStories":{"header":{"title":"Learn how our users optimised their Workflows with Paperbox","description":"They said goodbye to overflowing mailboxes and cluttered to-do lists. These Insurance Companies became stars in optimising their mailroom."},"testimonial":{"text":"Working with Paperbox, our central admin team can achieve much more with less. They feel empowered and more in control. That means we can better handle an increasing volume of business, with less mistakes."},"readMore":"Read more","story":{"about":"About the client","challenge":"Challenge","theChallenge":"The challenge","approach":"Approach","theApproach":"The approach","results":"Results","theResults":"The results","step":"Step","otherStories":"Discover other stories"}},"podcast":{"header":{"title":"Tune in to discover:\nThe Paperbox Podcast","description":"Welcome to Efficiency Engineers Podcast, a show where we spar with the foremost thought leaders from the insurance space who also share our desire to find ways where we can do more with less."},"startListening":"Start Listening Now","watch":"Watch the full episodes on our YouTube Channel"}},"pricing":{"header":{"title":"Paperbox Pricing","description":"With transparent pricing, we provide instant insight into your investment and open doors to greater efficiency."},"calculate":{"title":"Calculate your Price","description":"At Paperbox, we opt for clear pricing. That's why we are happy to give you direct insight into your investment.","fields":{"email":"Email address","emailPlaceholder":"Enter your email to personalize your pricing","inboxes":"Number of Inboxes ( Claims, Underwriting, Life , etc. )","fte":"Number of FTE's / Admin Users","ftePlaceholder":"Leave empty to calculate based on volume","documents":"Number of documents / year","crm":"Current CRM System","summaries":"Add-on ( Smart Summaries )","summariesDesc":"Save time and boost productivity with Smart Summaries.
When new tasks are created from emails, The Smart Mailroom automatically generates a concise summary to attach to the task.
This summary highlights the key points, action items, and context, making it easier for your employees to quickly understand and act on the task.
No more sifting through lengthy emails or trying to decipher unclear instructions. Smart summaries give your team the essential information they need to get the job done."},"info":{"estimate":"Your estimate","month":"month","year":"year","breakdown":"Cost breakdown ( year )","integration":"Integration Fee","license":"Annual License Fee","processing":"Document Processing","addOn":"Add-on (Smart Summaries)","costDoc":"Avg. cost per document","cta":"Want to know more?"}},"trustedBy":{"title":"Trusted by progressive Insurance Companies"}},"cookies":{"title":"Cookies on the Paperbox website","description":"We use cookies for a number of reasons, such as keeping the website reliable and secure, analyze how our site is used and provide personalised content and social media features.","more":"More details can be found in our","moreLink":"Privacy Notice","back":"Back","customize":"Customize Selection","denyOptional":"Deny Optional","acceptAll":"Accept All","acceptSelection":"Accept Selection","cookies":{"necessary":"Necessary Cookies","necessaryDesc":"Necessary cookies help us with basic functionality of our website","analytical":"Analytical Cookies","analyticalDesc":"Analytical cookies make it possible to gather statistics about the use and traffic on our website, so we can make it better","marketing":"Marketing Cookies","marketingDesc":"Marketing cookies make it possible to send you personalized advertisements."}}}}}}},"paths":{"pathname":"/insights/blogs/best-practices-for-sla-driven-operations-enhancing-efficiency-with-software-solutions/","routes":[{"locale":"en","params":[],"pattern":"/","injectedRoute":{"pattern":"/","entrypoint":"/opt/build/repo/.astro/astro-i18n/entrypoints/en/index.astro"}},{"locale":"en","params":[],"pattern":"/api/submit-careers-form","injectedRoute":{"pattern":"/api/submit-careers-form","entrypoint":"/opt/build/repo/.astro/astro-i18n/entrypoints/en/api/submit-careers-form.ts"}},{"locale":"en","params":[],"pattern":"/api/submit-contact-form","injectedRoute":{"pattern":"/api/submit-contact-form","entrypoint":"/opt/build/repo/.astro/astro-i18n/entrypoints/en/api/submit-contact-form.ts"}},{"locale":"en","params":[],"pattern":"/api/submit-pricing-form","injectedRoute":{"pattern":"/api/submit-pricing-form","entrypoint":"/opt/build/repo/.astro/astro-i18n/entrypoints/en/api/submit-pricing-form.ts"}},{"locale":"en","params":[],"pattern":"/integrations","injectedRoute":{"pattern":"/integrations","entrypoint":"/opt/build/repo/.astro/astro-i18n/entrypoints/en/integrations/index.astro"}},{"locale":"en","params":[],"pattern":"/pricing","injectedRoute":{"pattern":"/pricing","entrypoint":"/opt/build/repo/.astro/astro-i18n/entrypoints/en/pricing/index.astro"}},{"locale":"en","params":[],"pattern":"/privacy-notice","injectedRoute":{"pattern":"/privacy-notice","entrypoint":"/opt/build/repo/.astro/astro-i18n/entrypoints/en/privacy-notice/index.astro"}},{"locale":"en","params":[],"pattern":"/solution","injectedRoute":{"pattern":"/solution","entrypoint":"/opt/build/repo/.astro/astro-i18n/entrypoints/en/solution/index.astro"}},{"locale":"en","params":[],"pattern":"/company/about","injectedRoute":{"pattern":"/company/about","entrypoint":"/opt/build/repo/.astro/astro-i18n/entrypoints/en/company/about/index.astro"}},{"locale":"en","params":["slug"],"pattern":"/company/careers/[slug]","injectedRoute":{"pattern":"/company/careers/[slug]","entrypoint":"/opt/build/repo/.astro/astro-i18n/entrypoints/en/company/careers/[slug].astro"}},{"locale":"en","params":[],"pattern":"/company/careers","injectedRoute":{"pattern":"/company/careers","entrypoint":"/opt/build/repo/.astro/astro-i18n/entrypoints/en/company/careers/index.astro"}},{"locale":"en","params":[],"pattern":"/company/contact","injectedRoute":{"pattern":"/company/contact","entrypoint":"/opt/build/repo/.astro/astro-i18n/entrypoints/en/company/contact/index.astro"}},{"locale":"en","params":[],"pattern":"/company/people","injectedRoute":{"pattern":"/company/people","entrypoint":"/opt/build/repo/.astro/astro-i18n/entrypoints/en/company/people/index.astro"}},{"locale":"en","params":["slug"],"pattern":"/insights/blogs/[slug]","injectedRoute":{"pattern":"/insights/blogs/[slug]","entrypoint":"/opt/build/repo/.astro/astro-i18n/entrypoints/en/insights/blogs/[slug].astro"}},{"locale":"en","params":[],"pattern":"/insights/blogs","injectedRoute":{"pattern":"/insights/blogs","entrypoint":"/opt/build/repo/.astro/astro-i18n/entrypoints/en/insights/blogs/index.astro"}},{"locale":"en","params":["slug"],"pattern":"/insights/customer-stories/[slug]","injectedRoute":{"pattern":"/insights/customer-stories/[slug]","entrypoint":"/opt/build/repo/.astro/astro-i18n/entrypoints/en/insights/customer-stories/[slug].astro"}},{"locale":"en","params":[],"pattern":"/insights/customer-stories","injectedRoute":{"pattern":"/insights/customer-stories","entrypoint":"/opt/build/repo/.astro/astro-i18n/entrypoints/en/insights/customer-stories/index.astro"}},{"locale":"en","params":["slug"],"pattern":"/insights/imp/[slug]","injectedRoute":{"pattern":"/insights/imp/[slug]","entrypoint":"/opt/build/repo/.astro/astro-i18n/entrypoints/en/insights/imp/[slug].astro"}},{"locale":"en","params":[],"pattern":"/insights/imp","injectedRoute":{"pattern":"/insights/imp","entrypoint":"/opt/build/repo/.astro/astro-i18n/entrypoints/en/insights/imp/index.astro"}},{"locale":"en","params":[],"pattern":"/insights/podcast","injectedRoute":{"pattern":"/insights/podcast","entrypoint":"/opt/build/repo/.astro/astro-i18n/entrypoints/en/insights/podcast/index.astro"}},{"locale":"en","params":["slug"],"pattern":"/integrations/[slug]","injectedRoute":{"pattern":"/integrations/[slug]","entrypoint":"/opt/build/repo/.astro/astro-i18n/entrypoints/en/integrations/[slug]/index.astro"}},{"locale":"en","params":[],"pattern":"/solution/security","injectedRoute":{"pattern":"/solution/security","entrypoint":"/opt/build/repo/.astro/astro-i18n/entrypoints/en/solution/security/index.astro"}}],"dynamicParams":{},"strategy":"prefixExceptDefault"}}
1 July 2024 | Article
Best Practices for SLA-Driven Operations: Enhancing Efficiency with Software Solutions
Imagine this: You're an operations manager at a bustling insurance company. Claims are pouring in, customer inquiries are piling up, and your team is struggling to keep up. You know that meeting Service Level Agreements (SLAs) is crucial for customer satisfaction and regulatory compliance, but it feels like you're constantly playing catch-up. Sound familiar? If so, it's time to consider implementing SLA-driven operations, supercharged by modern software solutions.
What You Will Learn in This Blog:
Why SLA-driven operations are crucial for insurance companies
5 Best practices for implementing SLA-driven operations
How software solutions can enhance SLA-driven workflows
Are You a 'Reactive Responder' or a 'Proactive SLA Champion'?
Let's go back to that hectic day at the insurance office. In a reactive environment, your team might be frantically addressing issues as they arise, with no clear prioritization system. Claims might be processed based on who shouts the loudest, rather than on agreed-upon service levels. This approach not only leads to missed deadlines and frustrated customers but also leaves your team feeling overwhelmed and inefficient.
Now, picture an alternative scenario: Your team starts each day with a clear view of priorities, based on SLAs. High-priority tasks are automatically flagged, and everyone knows exactly what needs to be done to meet service level commitments. This proactive, SLA-driven approach not only improves efficiency and customer satisfaction but also boosts team morale and reduces stress.
With the right practices and tools, you can transform your operations from reactive to proactive.
5 Best Practices for SLA-Driven Operations
1. Clearly Define and Communicate SLAs
Set Realistic Targets: Work with stakeholders to establish SLAs that are challenging yet achievable. Consider factors like task complexity, available resources, and historical performance data.
Make SLAs Visible: Ensure that SLAs are clearly communicated to all team members and easily accessible. This transparency helps align everyone's efforts towards common goals.
Regular Review: Periodically review and adjust SLAs based on changing business needs, customer expectations, and team capabilities.
2. Prioritize Tasks Based on SLAs
Implement a Tiered System: Categorize tasks based on urgency and SLA requirements. For example, a critical claim might have a 24-hour response time, while a routine inquiry could have a 48-hour window.
Automate Prioritization: Use software solutions that automatically sort and prioritize tasks based on SLA criteria, ensuring that high-priority items always rise to the top of the queue.
3. Monitor Performance in Real-Time
Use Real-Time Dashboards: Implement tools that provide at-a-glance views of SLA performance across different tasks and teams.
Set Up Alerts: Configure automated alerts for tasks approaching SLA deadlines, allowing for timely intervention.
4. Foster a Culture of Continuous Improvement
Regular Performance Reviews: Conduct periodic reviews of SLA performance, identifying areas for improvement and celebrating successes.
Encourage Feedback: Create channels for team members to share insights and suggestions on improving SLA-driven processes.
Provide Training: Offer ongoing training to help team members understand the importance of SLAs and develop skills to meet them consistently.
5. Leverage Data for Informed Decision-Making
Collect and Analyze Metrics: Use software tools to gather data on SLA performance, processing times, and bottlenecks.
Predictive Analytics: Implement solutions that use historical data to predict potential SLA breaches, allowing for proactive measures.
Enhancing SLA-Driven Operations with Software Solutions
While best practices form the foundation of SLA-driven operations, the right software solutions can significantly amplify their effectiveness. Here's how:
1. Automated Task Assignment and Prioritization
Modern software solutions can automatically assign tasks to the most appropriate team members based on skills, workload, and SLA requirements. This ensures that high-priority tasks are always handled promptly.
2. Real-Time Performance Tracking
Advanced dashboards provide instant visibility into SLA performance across different departments and task types. This allows managers to identify potential issues before they escalate and make data-driven decisions.
3. Intelligent Workflow Management and -Analytics
AI-powered solutions can analyze patterns in task completion times and resource allocation, suggesting optimizations to workflows that improve SLA adherence. In addition, these algorithms can predict potential SLA breaches based on historical data and current workloads. This allows teams to take preemptive action, allocating additional resources or reprioritizing tasks as needed.
4. Integrated Communication Channels
Software solutions and channels which incorporate communication features such as chat, email, or video conferencing can streamline collaboration and, making it easier for teams to work together to meet SLAs.
The Power of SLA-Driven Operations: More Than Just Meeting Deadlines
Implementing SLA-driven operations, supported by robust software solutions, isn't just about meeting deadlines. It's about transforming your entire operational approach. By prioritizing tasks based on agreed-upon service levels, you're not only improving efficiency but also enhancing customer satisfaction, reducing stress on your team, and gaining a competitive edge in the market.
And that's exactly what Paperbox is offering in today's insurance market. By using its AI-models, The Smart Mailroom translates incoming (e-)mails into concrete tasks or activities with a proper priority, due-date and assigned (claims) handler. So Paperbox is the starting point as it provides an out-of-the-box software solution for what we call above '1. Automated Task Assignment and Prioritization'.
Remember, the goal isn't to create a rigid, inflexible system. Instead, SLA-driven operations should provide a framework that allows your team to work smarter, not harder. It's about having the right information at the right time to make informed decisions and deliver exceptional service consistently.
By embracing these best practices and leveraging modern software solutions, you can turn SLA-driven operations from a lofty goal into a daily reality. The result? Happier customers, more engaged employees, and a more successful business overall. Now that's a win-win-win situation!
🖥️ Want to know how to work more SLA-driven? Speak with one of our experts: book a strategy call.