Case Studies - EN

Case Study: Austbrokers Countrywide

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Another way M-Files has transformed the way Austbrokers Countr ywide operates is in collecting information from client groups. For example, Austbrokers Countr ywide manages all insurances for architects in the state of Victoria. Each year, the architects manually fill out forms, attach relevant documents, and send them to Austbrokers Countr ywide. The team previously allocated two staff members to manually check all submissions to ensure they were correct and complete. The information would be sent to the insurance provider, which would send a certificate of insurance back to the architect. The process took six weeks. Austbrokers Countr ywide created an online portal where architects could enter their information, which was electronically sent to the business and automatically entered into M-Files. Rules within the solution determine whether the application is complete and correct, in which case it's sent straight to the insurer and a certificate of insurance is sent back to the architect within minutes. If there is an exception, it can be dealt with quickly. Dilip Rao said, "This workflow has been extremely successful and architects are ver y pleased. Austbrokers Countr ywide will now look at rolling out the same process for most of its larger referrers. "By using M-Files to incorporate these automated workflows into its operations, Austbrokers Countr ywide has been able to make significant inroads towards achieving its goals of growing the business without adding staff members and focusing on high-value client interactions. This focus on automation will continue into the future as we look for new ways to improve the customer journey." email they can action immediately from anywhere in the world. As soon as two directors sign off, the refund is approved, paid, and the client is notified. This process used to take up to three days and can now be completed in hours if not minutes." Austbrokers Countr ywide's debtor management process has also been streamlined using M-Files. Previously, the manual approach saw account managers having to act as debt collectors. Now, an automated process has removed the need for manual inter vention in the early stages of debt collection. M-Files automatically identifies debts outstanding. At 14 days, it sends an SMS reminder to the client to pay the invoice. If it remains unpaid at 21 days, M-Files sends an automatic email with the original invoice attached. This is archived for easy auditing purposes. If the debt continues to remain unpaid at 28 days, M-Files creates a task for the processing team to call the client to chase payment. If the debt is still outstanding at 30 days with no explanation, the policy is usually cancelled. Dilip Rao said, "This process has reduced debtor days by four days in just a few months, and reduced processing time from a couple of days to a couple of hours per month. This is an outstanding result and frees up account managers to focus on ser vicing clients rather than on chasing debts."

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