AFLAC Automates Tracking System and Improves Customer Communications and Internal Processes with Global 360
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Global insurance giant AFLAC is utilising the G360 Enterprise BPM solution to support an ambitious program to convert a manual correspondence system into an efficient electronic process management system solution.
This implementation is the first step in AFLAC's process management system, which has grown incrementally over the last decade. The process automatically routes all work requests received via the website to the correct department within the company, eliminating all manual routing.
Global 360 has delivered a significant return on investment and has enabled the automatic processing of all of AFLAC's policies.
Teresa White, 2nd Vice President of Client Services AFLAC stated:
"We have improved the communication with our internal and external customers, and increased the overall efficiency and productivity of our department."
Global 360's Enterprise BPM solution tackles the problems associated with correspondence tracking. It is a paperless process that reduces cycle times and increases the response time to customer queries. It also takes away the need for manual processing and correspondence and allows others, individuals and divisions to access documents at every point of the process. The solution delivers a fast and efficient process that leaving no space for human error. Information is routed into the correct work-queue giving AFLAC workers quick and efficient means to fill requests.
Teresa White added: "We needed a way to ensure that we could offer better management of our correspondence. Although we had tracking functions on our mainframe system, we wanted to provide online viewing of the correspondence and we also wanted to ensure that other divisions within AFLAC had the functionality to view and track the correspondence through our process."
Lynn Fry, Vice President of Information Technology stated: "The G360 xapps allowed our developers to create custom workstations and process robots. These xapps provide access to workflow work items and their index form value. Now users are able to view more information about an image document or folder from the display without the need to physically open the document and the index form - as was the case with the product previously used at AFLAC."
In response to the award, President and CEO Daniel Amos said, "The implementation of Global 360's Web-enabled BPM software to improve customer service is proof of AFLAC's commitment to expand process management for traditional as well as e-business."
About Global 360
Global 360, Inc. is a leading provider of Business Process Management and Optimisation solutions for Global 2000 organisations. With over two decades of experience, Global 360 provides organisations with a competitive edge by automating, measuring and improving resource-intensive business processes across different communities, including customers, employees and partners. Building on our strength in financial services, government and insurance, Global 360 empowers sites for more than 2,000 customers in 134 countries. Global 360, Inc. is headquartered in Texas with operations in North America, Europe, and the Pacific Rim.
For more information about Global 360's BPM solutions, please call 0207
467 4850 or visit the company web site at www.global360.com.
For inquiries, please contact:
Tim Jeffery/Sarah Thomas/Sophia Goodwin
Spreckley Partners
t: 020 7388 9988
e: thomas@spreckley.co.uk
Christine Louedec
Global 360
T: +33 (0)1 49 72 32 06
E: christine.louedec@global360.com
