How did "Vchasno" services save VUSO time and money? | IC “VUSO”
"VUSO" Company is one of the largest traditional universal insurance companies and a leader in online sales in the Ukrainian insurance market.
Roman Maliy, Director of Alternative Sales Channels Department, shared how the seamless implementation of electronic document management and significant benefits from using "Vchasno" services were achieved.
Results of EDM implementation over the year:
- Reduced costs from an average of UAH 2.3 to 2.9 million annually;
- Saved over 9,000 working hours of employees;
- Engaged over 4,000 counterparts in the last year;
- Bills are issued quickly and stress-free.
About the beginning of EDM implementation:
Initially, the implementation of electronic document management helped prepare for the pandemic and later, unfortunately, for full-scale invasion. While other companies spent more than 2-3 days adjusting their main business processes, "VUSO" only needed 4 hours.
"VUSO's" document flow consists of over 50,000 documents annually, which in paper form would resemble large stacks of paper.
"Vchasno" services have transformed the lengthy document circulation into a pleasant experience. Now, all critical documents are signed within minutes:
- Invoices;
- Acts of completed work;
- Insurance contracts;
- Cooperation agreements with partners and service providers, and more.
This is crucial, especially when the speed of contract conclusion or document signing determines client payouts from insurance or the start of treatment.
How to implement electronic document management painlessly and securely?
Before implementing EDM, we were concerned about the confidentiality and preservation of personal data of our partners and clients, as a large number of documents contained sensitive information. It was important to maintain the integrity of each document during exchange.
All doubts and concerns disappeared after a practical workshop on electronic document management, where we received answers to all security questions.
We reached agreements with a dozen counterparts to jointly test this work format. We concluded an additional EDM agreement with partners and started.
Challenges during electronic document management implementation:
Significant resistance came from people finding it difficult to give up the familiar and try something new. Typically, smaller companies adapt more easily to changes, whereas larger ones require more time due to complex internal alignment processes.
We often faced categorical refusals from counterparts, but patiently awaited their decision to switch to EDM. Just in the past year, we attracted over 4,000 counterparts thanks to effective communication by our company's employees.
The "VUSO" team eagerly embraced these changes because no longer did they need to carry piles of paper for signatures or manually reprint dozens of document pages. This investment in company development has saved not only financial resources but also human resources.
How did we overcome difficulties?
- Substantial arguments and recommendations:
We thoroughly developed response scenarios for counterparts not yet using EDM. In case of objections, we do not insist but periodically revisit the issue.
- Assistance:
If a counterpart does not use "Vchasno" but is willing to sign a contract, our team helps them adapt and start working with EDM. "VUSO" specialists send partners a contract along with links to accessible training videos provided by "Vchasno." This saves our resources.
- Quality feedback:
Customer care staff respond to and resolve our queries on the day of contact. The "VUSO" team, in turn, completes surveys, shares impressions, and proposes improvements, as we are very interested in service updates and workflow optimization.
Results achieved by the company after implementing electronic document management:
- Instant document exchange:
This is extremely important in situations where a person suffers an injury or faces serious health problems, and the speed of medical assistance depends on the quality of life. "Vchasno" service allows promptly signing cooperation agreements and starting client treatment, even if they are in a locality where "VUSO" does not have contractual relations with medical facilities (but the latter are willing to provide services to the insured patient).
- Saving work time:
Previously, issuing invoices to a network of clinics with different legal entities took hours. Now, it happens quickly and, most importantly, stress-free. This has saved over 9,000 working hours of employees.
- Significant cost reduction:
Now, we no longer spend on paper, printing, and courier delivery of documents. According to preliminary estimates, EDM implementation reduced costs from an average of UAH 2.3 to 2.9 million per year.
Ahead, "VUSO" faces new challenges: transitioning internal company documents to electronic format, increasing the percentage of documents signed with qualified electronic signatures (QES), and more.
Electronic document management has certainly changed the perception of the monotonous paper process. Partners of the company greatly appreciate this, as it is now a pleasant and straightforward experience.