RDS Group
Challenge
Phenomenal level of document output
PT Reycom Document Solusi Group (RDS Group) has become the biggest production and scanning service operation in Indonesia, keeping pace with a decade-long strong growth in the insurance industry. The RDS Group supports not only local and national enterprises, but also international companies. This achievement has been driven by a high level of expertise and customer service commitment.
Capturing almost 60 percent market share of the country’s insurance industry alone means the output volume of documents is huge. Add the fact that the Group offers the same strategic document management solution to the banking, automotive and government sectors and that volume grows exponentially.
Forms completed by agents are sent to RDS Group to be digitally scanned, including signatures and entered into the system to create policy documents often totaling more than 120 pages. This process allows insurance companies and banks to focus on their critical core business tasks, raising their own productivity and eliminating unnecessary cost.
During 2012, the Group printed more than 1.4 million insurance policy documents, mailing almost 50 percent of that total. At year end, however, further growth was constrained due to capacity overload caused by limitations of its in-house document management solution.
Reinforcing the need for a new CCM solution
The decision to acquire a high volume web press printer reinforced RDS’s belief that a new CCM solution was needed. After a comprehensive review the company deployed Exstream.
CEO Randy Chandra explained, “Our in-house solution simply could not match the demand. In the life insurance and financial services sectors for instance, policy application forms are immensely complex. Some companies have as many as 250 products. Government regulations, consumer protection issues or shifts in the market have an ongoing impact and cause changes in all of those products.
“Our legacy programming system was much too slow. Our IT team had to handle coding and effect changes which were so often prompted by customers’ unique specifications. It became more difficult if mistaken details were on the form or the form itself was the wrong one.
“The data needed to create a policy document is drawn from many sources and includes specifications, terms and conditions, templates and must observe legal compliance issues. Sometimes, after many hours spent producing a 120-page document, a mistake would be discovered and the incomplete information would impact other parts of the document.”
With the arrival of the new web press printer, the situation worsened. “The printer, capable of printing 1,400 pages per minute, was standing idle at times because it was so much faster than the process feeding it,” said Chandra. “The logjam was a nightmare. A simple change required in a policy document could take up to two days before it was completed and the source code properly tested.”
Solution
In its search for a CCM solution, RDS looked at several providers. “We spoke with the Exstream team on a number of occasions and it became clear that they fully understood our business and our processes. During the proof of concept (POC) stage, the Exstream solution proved its value. Our evaluators were impressed that Exstream was easy to fit in to our IT environment. RDS Group itself undertook the implementation of the Exstream solution supported by Exstream Professional Services. This included some training and mentoring. The project was delivered in three months. The pricing options offered by Financial Services also allowed us to spread the payments, so that we are running the solution as an operational expense (OpEx) rather than a capital expenditure (CapEx) model,” said Chandra.
When the Exstream solution went live in early 2013, RDS Group was able to consolidate more than 200 templates that had proliferated across the company’s core back office systems. The consolidation rate is still growing. The solution’s unified design and processing environment on a single software platform allows business personnel to create, design, deploy and execute a wide range of policy documents.
