With more and different information being collected each second by insurance carriers and the methods in which that content is being collected also changing rapidly, many insurance carriers are looking closely at their enterprise content management (ECM) systems and the upgrades that may be needed.
Steve Callahan, practice director at the management consulting firm Robert E. Nolan Co., points to portals, social networking, agency automation, and self-service functions as new ways carriers are employing to collect data as well as the shift away from paper to new forms of electronic data.
"This is forcing insurers to take a new look at the mature technologies like workflow and imaging" that carriers have been using for over a decade, says Callahan. "Those two areas have been around forever, but we are finding more companies taking a step back into the well-proven realm of optimized workflow and are re-doing it in the context of some new technology, new processes, new sources of data, and new kinds of data. They are making an impact."
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