Alfresco Day BeNelux: Customer Success Showcase - Credendo Group

1. From paper files to digital
insurance underwriting
Credendo Group
Tom Laureys
ECM solution manager
AMPLEXOR

2. Alfresco Day Benelux Amsterdam – 08/12/20162
Some facts & figures
About Delcredere|Ducroire and Credendo Group

3. 3
Some facts and figures
Credendo Group Structure
Alfresco Day Benelux Amsterdam – 08/12/2016
Delcredere|Ducroire is
Belgium’s export credit
agency and heads the
Credendo Group

4. 4
Some facts and figures
Alfresco Day Benelux Amsterdam – 08/12/2016

5. 5
Some facts and figures
Alfresco Day Benelux Amsterdam – 08/12/2016
M €
2013 2014 2015
Insured transactions
82 370 95 082 83 694
Premium
365,6 371,3 389,6
claims
170,7 73,3 351,3
Equity
2 036,7 2 368,4 2 375,7
Staff
442 455 487

6. 6 Alfresco Day Benelux Amsterdam – 08/12/2016
Underwriting and Account Management
customer Delcredere | Ducroire
underwriter
Delcredere | Ducroire
committee
request
proposal
feasibility/pricing
approval

7. 7
From paper files to digital insurance underwriting
The project
Alfresco Day Benelux Amsterdam – 08/12/2016

8. 8
• Historically paper-based administration and locally stored files
Getting rid of paper files
Alfresco Day Benelux Amsterdam – 08/12/2016
Challenge:

9. 9
• Potential security issues with sensitive data
• Information from multiple sources
• Delays between insurance request and insurance proposal,
whereas speed and accuracy are necessary
• No insight into the detailed status of a case and into performance
Operational challenges
Alfresco Day Benelux Amsterdam – 08/12/2016
Why?

10. 10
Digital insurance underwriting
Alfresco Day Benelux Amsterdam – 08/12/2016
Objective:
• Faster, more transparent and more uniform underwriting
process
• Insight into case progress
• User-friendly and well-performing solution
• More know-how retention
• Reduced paper storage cost

11. Alfresco Day Benelux Amsterdam – 08/12/201611
How Delcredere|Ducroire managed the project
Project Approach

12. 12
• Extensive business analysis
• Detailed documentation of the TO BE workflows
• Very good starting point for functional analysis performed by
external partner
• An Alfresco solution to be implemented using an external supplier
Prior to project start
Alfresco Day Benelux Amsterdam – 08/12/2016
Preparation

13. Prioritized Requirements List according to
MoSCoW
13
Prioritizing is key
Alfresco Day Benelux Amsterdam – 08/12/2016
Requirements
60%
40%
Must haves à could in no case be removed from the scope;
had to be implemented in order to get acceptance at the end
of the project
Should haves à could be removed in case of
more serious issues
Could haves à can be removed in case of
minor issues
Won’t have this time
è Everyone understands and agrees on the priorities

14. 14
• Business Ambassadors
• Change Management
• Senior Management support
Alfresco Day Benelux Amsterdam – 08/12/2016
Critical Success Factors

15. 15
Business Ambassadors:
• 1 per operational team
• 50% of their time over the course of 5 months
• Close collaboration with development team (same room)
• Responsibilities:
• Provide input to the developers by handing detailed requirements
• Confirm on a regular basis that the solution is evolving into the
direction of a fit-for-purpose solution
• Inform and train colleagues and bring back possible concerns to
the developers
• Getting everyone on board; be a change management
catalyst
Alfresco Day Benelux Amsterdam – 08/12/2016

16. Alfresco Day Benelux Amsterdam – 08/12/201616
Managing the development of the solution
Project Approach

17. 17
Agile approach: the entire project time was divided in a number of
timeboxes
Alfresco Day Benelux Amsterdam – 08/12/2016
Development of the solution
Project 1020: Alfresco
Timebox
1
Timebox
2
Timebox
3
Timebox
4
Timebox
5
Timebox
6
Timebox
7
Timebox 3
Kick-off Investigation Refinement Consolidation Close-out

18. 18
During each timebox specific components were built, tested and
feedback was given:
1. Agree on the scope of the sprint
2. Make priorities in the scope
3. Set the approval criteria
4. Full clarification of all requirements
5. Developing all requirements in a functional solution
6. Achieving the approval criteria
7. Review session with demo + feedback
Alfresco Day Benelux Amsterdam – 08/12/2016

19. 19
The solution in production
The Solution
Alfresco Day Benelux Amsterdam – 08/12/2016

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Personal Dashboards

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Overviews

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Case Details Page

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Case History

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Configuration

25. 25
How our employees reacted to the new solution
Feedback
Alfresco Day Benelux Amsterdam – 08/12/2016

26. 26 Alfresco Day Benelux Amsterdam – 08/12/2016
“No more paper”
“Uniformity in the way documents are saved (naming,
folders,…)”
“Overview of “what has been done” and what is to be expected.
Avoids having to search in a pile of paper…”
“Streamlining of the review and decision processes: they are quicker ,
more transparant, and better documented. Significant support to a
more uniformized and harmonized way of working within the whole
department.”
“Electronic reviews of proposal/decision docs: by writing in the
doc, the “back and forth” [of paper documents] between drafter
and reviewer is avoided […] Small errors can also be corrected
in the doc self.”
UAM Alfresco Survey

27. 27
Now is a good time
Credendo Group
Rue Montoyerstraat 3
1000 Brussels, Belgium
www.credendogroup.com
Alfresco Day Benelux Amsterdam – 08/12/2016
Questions
?

28. Turning uncertainties
into opportunities