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Insurance Factors Success Story

Located on the beautiful Hawaiian islands, Insurance Factors, a full-service agency specializing in insurance for businesses and institutions, has served Hawaii's insurance needs since 1931. The company's main office is located on the island of Oahu and a full service office on Maui. Remote users are also located in Maui and Kauai.

With personal service and product knowledge as distinguishing factors for their company, their experienced, highly trained staff of over thirty technicians, sales representatives and underwriters makes it a point to stay on the industry's leading edge, providing exceptional service to their customers.

Business Partners

Insurance Factors partnered Applied System's TAM business management system with PaperWise's document imaging system. "After looking at other systems, we chose PaperWise because the design of the system was better suited to how we wanted a system to be, and PaperWise is not an insurance agency system, but a paper management system for people who are expected to move paper," says Dora Kuroda, Chief Operating Officer for Insurance Factors.

"PaperWise has been a tremendous help," says Dora. Using the PaperWise system, Insurance Factors has a better documentation of activity (what goes on) and has reached the goal of everybody using one system. Producers and remote users are extremely pleased as they can dial in remotely and give their clients full service by accessing policy documents in Paperwise as if they were in the office. More and more companies are sending policies by email and we are able to bypass the scanning and using PaperWise, attach the policy to the client in TAM.

"Using PaperWise, we have become paperless," says Dora. "We no longer need a filing assistant because documents and policies are filed in our PaperWise system, and when our lease comes up for renewal, we can lease less space as we will be getting rid of all the file cabinets."

Customer Service

Insurance Factors chose PaperWise to better enable the Customer Service Representatives to support customers. With PaperWise, our product is always available. So, instead of looking for documents, CSR's spend time on more important tasks – taking care of customers. Our responses are immediate with PaperWise. There is no, "We'll call you back with a response." Using dual monitors, the CSR's can look at the same things the customers are looking at, making us more helpful to them. "The customers look at us as more efficient and more professional because of our immediate responses," adds Dora.

As an agency that continually encourages progressive attitudes and personal commitment to quality in their people, Insurance Factors' chose the PaperWise Appliance platform, the perfect fit. "Everybody here is excited about the PaperWise system and has been since the day we installed it," says Dora. "The staff loves how incoming work is so easy to manage. It's all in one place – we can find things - we're organized. Our CSR's also love the challenge of reducing their incoming mailbox level to zero. Using PaperWise not only produces satisfied customers but also very satisfied employees."

Remote Site Management

Insurance Factors faced the unique situation of having remote users on the islands of Maui and Kaua'i, but PaperWise has made the management of those remote offices very easy. Now, instead of boarding an airplane to get to a remote site, Dora is able to manage remote offices and solve staffing issue problems using Paperwise. "If we are short of staff in one of our remote locations, we can take their work from the PaperWise system and distribute it in Honolulu. And when someone is gone, we leave work in mailboxes and have someone else do the work. There is no delay for the customer, and the CSR is not faced the unique challenge of having an office on the island of Maui and remote users on other islands, but PaperWise has even cut down on my travel time," says Dora. "Now I only visit remote sites for training sessions."

With excited employees, satisfied customers, an organized paperless workplace, and the efficient management of remote sites and all documentation, Insurance Factors chose the perfect partner, PaperWise. "I like working with PaperWise," says Dora. "If I think of something I want from the system, they have it already taken care of. The service is outstanding, and our work has been made easier and more efficient because of PaperWise."