Tracking correspondence automatically

International insurance company Aflac is using business process management (BPM) software to improve its tracking system, customer communications and internal processes.

Aflac has deployed the G360 Enterprise BPM solution from Global 360 to convert its manual correspondence system into an automated one. The Internet-enabled BPM system automatically routes all work requests received through the company's Web site to the appropriate department. The new system reduces cycle times and speeds response time to customers, according to a recent news release.

"We have improved the communication with our internal and external customers," says Teresa White, 2nd VP of client services at Aflac, "and increased the overall efficiency and productivity of our department."

White adds, "We needed a way to ensure that we could offer better management of our correspondence. Although we had tracking functions on our mainframe system, we wanted to provide online viewing of the correspondence, and we also wanted to ensure that other divisions within Aflac had the functionality to view and track the correspondence through our process."

Aflac has been using the Global 360 BPM solution since the 1990s, initially to automate the processing of policies. The new implementation is geared at tackling problems associated with correspondence tracking.