FileNet signs UK financial services provider
London-based financial-services provider Morgan Grenfell Asset Management is implementing an integrated document management (IDM) system FileNet to help cut back on paper dependence and improve customer service. Morgan Grenfell will use the system to streamline the handling and management of its 90,000 Personal Equity Plan (PEP) clients and 35,000 other unit trusts clients, which together produce over a million documents. "We were storing 90,000 PEP files and 35,000 files for other unit trust customers," said Stephen Ferguson, Morgan Grenfell's IT manager. "With this number of files, it sometimes took time to access information." Sister company Deutsche Bank Group, which is also using the FileNet system, gave the technology a thumbs-up, spurring Morgan Grenfell to investigate its own options. "Our German colleagues had already implemented a solution that could easily be implemented in London," said Ferguson. "We were impressed with what we saw." A service bureau helped scan the PEP files and unit trusts client files, while Morgan Grenfell created an indexing and retrieval process to link the repository with their existing accounting system. Future plans call for Morgan Grenfell to develop a call-center environment that will provide access to complete records of all customers' transactions. An initiative to use COLD for the company's biannual PEP statements and other outgoing information is now underway.