Best Practice DEVK insurance policies

Sujet	Case- oriented insurance management, from insurance applications to claims settlements
Secteur	Insurance
Employés	Approx. 6,000
Chiffre d'affaire	Around 3 billion euros (2016)
Siège de l'entreprise	Cologne, Germany
Intégration	SAP, MS Office/Outlook, PARIS (in-house system)
Portée du projet	Germany

The number one strategic target of DEVK is customer satisfaction. We can only achieve this if we are fast and able
to provide information on demand.

Markus Schiffer, Project Manager, Department of Project and Portfolio Management, DEVK

Défi

Decentralized and diverse inbound channels (mail, email, fax, online portal)
Slow and primarily paper-based case processing with late scanning
Lacked a solution for distributing tasks and managing processes
DMS and archive were at their limits

Objectifs

Discontinue the legacy system
Launch end- to- end digital case processing and process management
Ensure fair employee capacity utilization through automated and cross- location case assignment
Find a future- oriented, extendible software solution

Solutions

Archive, DMS and workflowsupported case processing
Electronic workbaskets
Digital records for claims, policy holders, contracts, debt collection and mopeds
Integration of SAP Business Workplace and SAP FI/CO

Fiche signalétique du projet

Starting point

The number one strategic target of DEVK is customer satisfaction. This can only be achieved through
fast processes, low resource utilization and high service quality. Instead of complex paper-based case
work, DEVK decided to launch end- to-end digital case processing. Doxis4 is now implemented
throughout all business divisions. With automated inbound mail processing, Doxis4 eRecords and
workflow support, DEVK is able to successfully implement digital case- oriented insurance management.
The capacities of regional locations are optimally tapped and the processing times are
minimized: The policy holders get the best possible service.

Why SER

SER's precise analysis of requirements and goals of DEVK
Close partnership focused on the requirements throughout all project phases
Future- oriented ECM software

Solutions

Automated inbound mail processing
Workflow-supported digital case processing
Electronic records for claims, policy holders, contracts, mopeds and debt collection

Integration

SAP Business Workplace, SAP CM & SAP FI/CO, PARIS (in-house system), MS Office/Outlook,
GDV interface, DOM/Dope (correspondence system), further host insurance division systems

Document volume

Approx. 400 million documents, 432 document types, 62 million records

Users

2,700 in-house staff, 3,000 sales force, 35,000 for the web portal "MeineDEVK"

Implementation

Project start 2011: Introduction of case- oriented processing for the Claims/Legal Protection
divisions with automated inbound mail processing
2012-2013: Launch of electronic claims records for the Claims division with integrated SAP Claims Management; legacy archive migration: ca. 250 million documents/3,000 users
2013: Introduction of digital records for contracts, debt collection, mopeds and policy holders;
workflow connection to Property, Liability, Accident and Car, Debt Collection, Legal Protection,
Life, and other divisions
2014-2016: Connection to legal and tax department, sales; integration of SAP FI/CO in purchasing
By 2018: Completion of division roll- out; introduction of personnel records in HR and eRecords for the Monega division to archive telephone consultations (telephone recordings according to MiFID II)

Benefit

Direct, location-independent searches for previous claims, open cases, insurance policy contracts, etc.
Improved service for DEVK policy holders thanks to employees' ability to immediately provide
information
Transparent, fast and cost-effective processes support daily claims settlements