Case study

Exchanging paper documents for e-documents at Adriatica Slovenica

Adriatic Slovenica insurance company decided to stop using paper as much as possible in their organization. In previous years, they carried out the updating and computerisation of some of their business processes, whereby the centralisation and transfer of mailroom processes to an external provider were key steps in this process. They estimate that by doing this they are able to save almost €1.5 million each year.

Adriatic Slovenica is the third largest insurance company in the Slovenian market. It has more than a thousand employees and works together with over a hundred insurance agencies. “Considering the extent of our operations, it is of key importance to ensure the optimal implementation of processes. Our goal is therefore to unify, optimise operations, establish supervision over the processes and, where possible, also centralise them,” said Alan Medveš, MSc, from Adriatica Slovenica. He adds that these processes must be performed in the same way regardless of the location – for example Koper, Ljubljana or Murska Sobota. “The end goal was to establish comprehensive control over the management of documents, provide unified access to the document and business content, and a unified system for storing all the documents. It is my pleasure to say that we achieved this to a great extent.”

It all started with the processing of insurance contracts

The insurance company took its first steps towards paperless business in cooperation with Mikrocop in 2008 when they started with the dematerialisation and automation of insurance contract processing. Additionally, they put in place a central system of electronic document storage. When they saw positive results, they continued with the process of allocating the registered court post.

“By using inefficient document management in relation to court proceedings we take on a significant degree of risk that could in extreme cases also lead to direct financial damage. This is why we also decided to dematerialise and automatize this process and set up suitable control over it,” explains Medveš and adds that paperless business is gradually spreading to other areas, such as the electronic management of contracts, authorisation of orders, processing of invoices, approving absences, confirming authorisations and more.

External provider takes over mailroom processes

The decisive step on the path to going paperless was the centralisation and transfer of mailroom processes to an external provider. Together with Mikrocop they first performed a systemic analysis of processes in the mailroom that determined which documents and to what extent they receive them at the insurance company.

One of the main findings was that the documents arrive at the company through several entry points (paper post, mailroom, remote branches, sales points), and the large number of remote branches makes establishing control over the incoming documents even harder. “This is why we wanted to set up a centralised mailroom in one location, whereby we decided to hire external qualified professionals to manage this mailroom,” a representative explained.

A process is now in place where the Post of Slovenia redirects all incoming post to one location – Mikrocop’s service centre in Koper. There, all paper post is immediately converted into an electronic format and the data necessary for the transfer to the central document system is captured. When the electronic documents end their journey through the business, process they are stored in Mikrocop’s certified e-storage system.

Tables are no longer caving in under the weight of documents

Both the insurance company’s employees and the management are satisfied with the results. “Before the business processes were updated and a paperless business solution was implemented, employees’ desks – especially in some teams – were caving in under the weight of documents. The new organization of work freed them from all the papers and created a more pleasant and stimulating work environment, which increases employee satisfaction and contributes to greater efficiency,” Medveš explained and predicts that some content will be made available for mobile access.

The processes are now running faster and require less input from the employees. “This has enabled us to redirect highly-qualified employees to more important tasks that play a greater role in our main business activities, allowing us to offer our customers a higher level of quality and more competitive insurance services,” concluded Medveš.