Integritie Newsletter - March 2014

KC Online Human Resource Module

KC Online HR delivers the ability to image(scan) and archive your physical HR records and bring control and efficiency to this typically paper intensive part of the business. Once archived in the KC Online Cloud, HR documents can quickly and easily be searched, viewed and shared making HR record management simple, efficient and cost effective. KC Online Advanced Case Manager further drives the benefit for HR staff by delivering the ability to define and implement 'Checklist' driven HR workflow processes such as Recruitment, Employee Joiners/Leavers and Disciplinary Reviews.

Securely store and manage employee files

KC Online improves the management of employee files, providing HR staff with secure, instant access to important information like salary and vacation details.

KC Online enables HR departments to:

  • Store employee files in a single, central document repository, whether the documents are scanned in, faxed or emailed

  • Automate document retention with flexible schedules that satisfy complex requirements

  • Secures employee information by limiting file rights to necessary staff

KC Online provides a single location to store employee files, making them instantly retrievable for HR staff. Within each employee file, KC Online automates document retention, helping organizations meet compliance standards and regulations. In today’s increasingly compliance driven business environment, organizations need to constantly assess their ability to meet legal and HR compliance regulations and processes. Integritie provide Advance Case Management (ACM) solutions tailored specifically for HR functions that enable organizations to digitise and manage HR information, within controlled workflow processes. With KC Online, HR staff eliminate paper and associated costs, speeding up processes while reducing costs.

Integritie HR Solution

New Employee Onboarding

Making sure new starter tasks are taken care of can be a challenge. But these can be overcome with KC Online by efficiently routing those tasks to the right department at the right time.

KC Online enables you to electronically monitor tasks to ensure they are completed on time, providing your HR employees with more time, enabling them to focus on more productive onboarding tasks.

With KC Online you can:

  • Track the status of new hire contracts, policy documents and personal information quickly and efficiently

  • Decrease administrative costs per hire by reducing the paper and manual tasks involved in collecting and processing employee information

  • Reduce financial and regulatory risk of noncompliance by ensuring new hire documentation is complete and filed in accordance with HR laws

Ensure proper procedures for leavers

Every employee will leave an employer at some time and it is critical HR staff ensure that all of the actions resulting from the employment contract termination are efficiently and effectively executed.

Using KC Online, HR staff can automate the management of necessary activities for leavers by:

  • Ensuring leaver tasks are completed in a timely manner, such as returning assets

  • Notifying payroll staff with instructions about how to process final salaries

Routes information for quick decisions

After information is captured, KC Online electronically sorts and instantly distributes documents to the right staff. It can also assist with scheduling meetings and sending correspondence. KC Online provides automated workflows aligned to your specific business needs, which can help control and manage the entire HR process, from creating a position to securing management approval. Whether an HR application originated as a scanned document or from online forms it can be linked with any supporting documentation for review during any stage of the process.

KC Online has the added bonuses of being totally secure, always available 24/7, and onboarding usually takes up to 72 hours.

For information please click here

Security First Insurance

Responding faster when disaster strikes by turning social media data into actionable insight

Natural disasters often result in destruction, disrupting services and causing widespread chaos. Calamities can also generate high volumes of social data, as thousands of people simultaneously turn to social media to seek answers and assistance.

How could Florida-based insurer Security First Insurance turn this deluge of data into a competitive advantage and harness the power of social media to deliver fast, responsive service to customers when they need it most?

Working with IBM Business Partner Integritie, Security First Insurance implemented a cloud-based analytics platform that enabled efficient response to real-time queries from mobile and social sources and drastically improved the productivity and speed of the claims resolution process.

Security First Insurance is one of the largest homeowner's insurance companies in Florida. Headquartered in Ormond Beach, the company employs more than 90 insurance professionals to serve its nearly 180,000 customers.

Coping with surging claims

When disaster strikes, the resources of any large insurance company are stretched far beyond routine demands. During a typical month, Security First Insurance processes 700 claims, but in the aftermath of an event such as hurricane, this number can swell to tens of thousands within days. It can be a challenge for the company to quickly scale up its resources to handle the influx of customers trying to file claims for damaged property and possessions.

To complicate matters, many customers now contact insurers like Security First Insurance through company Facebook pages and Twitter accounts in the hope of reaching an employee. Although Security First Insurance provides ongoing monitoring of its Facebook and Twitter accounts, as well as its multiple email addresses and call centres, the company knew that the high communication volume after a major storm required a more comprehensive approach.

Werner Kruck, Chief Operating Officer at Security First Insurance, explains: "We were concerned that if a massive number of customers contacted us through email or social media after a hurricane, we would be unable to respond quickly and appropriately. We wanted a better way to collect, analyze and process the flood of information to deliver the most responsive service to customers, regardless of the channel they use to contact us."

Responding rapidly no matter how customers get in touch

To extract useful information from thousands of social and mobile messages, and use it to expedite the resolution process for its customers, Security First Insurance partnered with IBM Business Partner Integritie to design an all-new business process.

The resulting solution automatically sifts through data in email and social media posts, tweets and comments, using text mining, natural language processing and sentiment analytics to detect words and tones that might indicate significant property damage or convey distress. Security First Insurance can then prioritize the messages and route them to the appropriate personnel, who can provide reassurance, handle complaints or begin the claims process.

Security First Insurance worked with Integritie to develop this transformative platform, which draws on IBM Enterprise Content Management solutions and combines sophisticated content management capabilities with social listening and content analytics. The solution enables Security First Insurance to rapidly and accurately capture, analyze and process large volumes of unstructured data from email, social media and mobile sources.

Using IBM® FileNet® Content Manager and IBM Content Collector for Email, SMC4 pulls all incoming communication from Security First Insurance’s social media channels and email systems into a central repository. Additionally, SMC4 leverages IBM Content Navigator software to give users easy, web-based access to multiple content sources, and supports more collaborative content management with integrated social capabilities.

Underlying IBM Content Analytics with Enterprise Search software uses rich-text analysis and natural language processing capabilities to surface new, actionable insights from Security First Insurance's enterprise content, including email and social media messages.

Taking advanced analytics to the cloud

With its inbound communications channels subject to sudden and massive fluctuations in demand, Security First Insurance required a platform that could quickly scale processing power up or down to match these surges and ebbs. For this reason, the company chose to deploy the SMC4 solution in a virtual environment using IBM Cloud technology.

The always-on cloud platform provides Security First Insurance with a leading combination of power and flexibility, enabling the company to run advanced analytics on real-time data without having to take on the cost and risk of building and managing the physical infrastructure needed to support it.

Serving customers more effectively

With IBM Enterprise Content Management and SMC4 solutions, Security First Insurance can use social media as an efficient and valuable communications channel in the event of a disaster. The ability to rapidly and accurately mine email and social media posts for helpful information enables the company to act effectively on customer requests and respond much faster than before.

Kruck concludes: "Mobile devices and social media are quickly becoming the communication channels of choice for our customers. The solutions from IBM and Integritie offer us a powerful platform for taking control of these new sources of data and using them to deliver a more responsive service to customers."

"We are one of the first insurance companies in Florida to make ourselves available to customers whenever, wherever and however they choose to communicate. Responding quickly to our customers to meet their expectations is our top priority, and with help from IBM and Integritie, we are able to make that possible."

To read the full case study please click here.

KC Online Knowledge Management Helpdesk Solution

KC Online Knowledge Management Solution (KMS) is a module that enables end user customers and call centre agents to ask questions against a company’s knowledge base, in their own words, and retrieve the most relevant answers back, such as product details, brochures and help desks. The content could relate to any stored information a company may hold, including product articles, issue resolutions or news articles. KMS helps to reduce the need to contact centres and the amount of time call centre agents spend on the phone with customers.

Using content analytics natural language search capabilities, KMS understands the context of questions. As a result, customers and agents do not experience the frustration so often found when using traditional keyword-based search tools, which simply return a list of results containing the words used in the search, regardless of whether or not they actually answer the question. The KMS Module additionally uses ICA for ranking and content boosting to enhance the relevance of the returned lists based on previous feedback. When customers/call centre agents rate articles ICA interprets the ratings, so when searches are performed KMS can deliver the correct content with the highest rating and relevance.

KMS logs search relevance, this means an audit exists that can report search trends, influencing content production to address demand.

Filenet Content Archive

Choose your Language

Users of SMC4 are now able to select their default language or switch between languages.

On SMC4’s home screen, on the bottom right, there is a flag with the language options available, simply press this and select your preferred language and then SMC4 will automatically update.

For more information on choosing your language, please click here.

SMC4 Partner Payment Portal System

Integritie has implemented an online SMC4 billing and portal system, enabling Integritie’s partners to have an in depth view of their customer’s records and usage of SMC4, showing their history, actions and details, and payment plans. Automated emails are sent to partners notifying them of changes to customer’s accounts, which they can then approve or decline. This new system enables partners to see the total cost of SMC4 licences, whether customers have upgraded to a different version or changed the number of users that they have.

Automated payments regarding use of SMC4 are taken from accounts through Stripe, enabling hassle free ways of making payments. Partner’s customers are charged through a pro-rata system, only charging customers for actual usage.

The SMC4 partner payment enables a simplified relationship between the Integritie account manager and the partner, as they both receive notifications of any new customer actions, along with increasing customer experience as the partner has of holist view of all of their details if a support need occurs.

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