In order to manage Generali International’s relationships with many clients and brokers customer services staff require access to policy holder files and other information on the products and services relating to those clients. Clients can, and often do, telephone or email at any time to discuss the finer points of their agreements and therefore their advisers require constant access to the policy holder files.
These files were kept in a large document store on site for ease of access, however a paper-based system such as this was not ideal for several reasons. Firstly, the store used up valuable office space as the documents could not be stored offsite. Secondly, locating files used up valuable time; when calls came in, advisors would need to spend minutes walking to and from the store and locating the correct file before continuing their call. Finally, if the file was already in use and had been removed from the store, the advisors would be unable to continue.