Van Nguyen, IT Manager at Tokio Marine Vietnam, explains: “We are growing our presence in Vietnam, but we operate in a challenging, competitive insurance market. To continue our successful expansion, we strive to provide the highest standards of service, including clear, prompt client communications. And internally, we focus on developing efficient workflows that enable us to process increasing numbers of client requests seamlessly.”
Preparing large volumes of policy documents
Among the most important client communications provided by Tokio Marine Insurance Vietnam are policy documents that contain the details and terms and conditions of the insurance cover. Whenever new or existing clients request a product, the company prepares and dispatches the policy documents for client review and approval.
“On most weeks, we create around 650 documents, which we send either via email or through the mail, as some companies in Vietnam request a paper copy to sign off,” continues Van Nguyen. “In many cases, collating the information for policy documents forms a difficult task, as some commercial insurance products are highly complex.”
Moving beyond traditional manual processes
To design, edit, and personalize policy documents, Tokio Marine Insurance Vietnam previously relied heavily on manual processes. However, this approach consumed many working hours, increased production costs, and heightened the risk of clients having to wait long periods before receiving documents.
“We decided to look for a new way of working, and targeted a smarter, more scalable model better suited to preparing high volumes of policy documents quickly and cost-efficiently,” adds Van Nguyen. “Our first goal was to find a solution that would streamline and accelerate our document workflows.”
Implementing a leading-edge solution
To modernize its client communications strategy, Tokio Marine Insurance Vietnam selected OpenText™ Exstream™—a solution purpose-built for creating personalized content. The company worked with OpenText business partner delaware Singapore to implement the solution, including integration with its core insurance system and customer database, before later upgrading to the latest version of the platform to access enhanced content design and authoring tools.
Within Tokio Marine Insurance Vietnam, three IT team-members use OpenText Exstream to design document templates, adding corporate styling. Then, 65 front-end users retrieve information from the customer database and update the templates with unique policy terms before the dispatch of the final documents, either as PDFs or paper copies. Van Nguyen comments: “Since the initial deployment, OpenText Exstream has proved hugely valuable for us. Our front-end users find the design tools and intuitive interface of OpenText Exstream especially useful, enabling them to author and edit content with ease, and quickly apply updates to policy schedules and terms and conditions.”
Accelerating critical document workflows
With the latest version of OpenText Exstream, Tokio Marine Insurance Vietnam has transformed the speed and efficiency of its policy document preparation processes. The company has replaced slow, cumbersome manual workflows with leading-edge, agile digital tools, enabling users to process growing volumes of client requests seamlessly.