alfresco day benelux: customer success showcase - credendo group

Frompaperfilestodigitalinsuranceunderwriting

Credendo Group

TomLaureysECMsolutionmanagerAMPLEXOR

Alfresco Day Benelux Amsterdam – 08/12/20162

Some facts & figures

About Delcredere|Ducroire and Credendo Group

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Some facts and figures

Credendo Group Structure


Delcredere|Ducroire is Belgium’s export credit agency and heads the Credendo Group

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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 Alfresco Day Benelux Amsterdam – 08/12/2016

Underwriting and Account Management

customer Delcredere|Ducroireunderwriter

Delcredere|Ducroirecommittee

request

proposal

feasibility/pricing

approval

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From paper files to digital insurance underwriting

The project


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• Historically paper-based administration and locally stored files

Getting rid of paper files


Challenge:

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• 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


Why?

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Digital insurance underwriting


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


How Delcredere|Ducroire managed the project

Project Approach

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• 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


Preparation

Prioritized Requirements List according toMoSCoW

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Prioritizing is key


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

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• Business Ambassadors• Change Management• Senior Management support


Critical Success Factors

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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



Managing the development of the solution

Project Approach

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Agile approach: the entire project time was divided in a number of timeboxes


Development of the solution

Project1020:Alfresco

Timebox1

Timebox2

Timebox3

Timebox4

Timebox5

Timebox6

Timebox7

Timebox 3

Kick-off Investigation Refinement Consolidation Close-out

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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


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The solution in production

The Solution



Personal Dashboards


Overviews


Case Details Page


Case History


Configuration

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How our employees reacted to the new solution

Feedback



“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 wholedepartment.”

“Electronic reviews of proposal/decision docs: by writing in the doc, the “back and forth” [of paper documents] between drafterand reviewer is avoided […] Small errors can also be correctedin the doc self.”

UAM Alfresco Survey

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Now is a good time

Credendo GroupRue Montoyerstraat 31000 Brussels, Belgiumwww.credendogroup.com


Questions

?

Turning uncertainties into opportunities

alfresco day benelux: customer success showcase - credendo group

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