Electronic document workflow system

Vienna Life (formerly Compensa), part of the Vienna Insurance Group (VIG), is a financial institution offering proven insurance, savings and investment products. It is one of the leading players on the Polish insurance market, covering property, motor, health, life and travel insurance. With the support of VIG, which operates in 25 countries in Central and Eastern Europe, Vienna Life continues to grow based on the group’s nearly two hundred-year tradition.

We started the implementation of a workflow system for Vienna Life with a thorough business analysis of the first process. After intensive analytical and architectural workshops, both parties were ready to start development work. At the same time, we conducted a detailed mapping of existing systems to bring data together in a single application. After 7 months of the project, we delivered the first version to the client for testing and making adjustments.

We then created interfaces to integrate external systems with the new workflow. We regularly implemented further functionalities (manipulation of attachments, generation of outgoing letters, and a calendar of absences for the Departments’ employees), while testing earlier elements of the process. A dedicated team was assigned to test the application on both sides of the project, verifying every single step of the process and fixing any errors encountered.

After an intensive 3 months of testing and a total of more than 12 months of work, the first of the processes in the electronic file has been implemented on the production environment. Implementation of the second process completing the project took another 3 months.

During the implementation of the electronic workflow system, we encountered several significant challenges. One of them was determining the final scope of the project. Numerous changes and increasing requirements from the client introduced additional challenges for the developers, resulting in constant adjustments and updates to the plans.

In addition, the business process proved to be extremely complex, involving as many as 466 steps. Such complexity required detailed analysis and precise mapping to ensure that the system runs smoothly and meets all user requirements.

The introduction of an electronic workflow has significantly improved work at Vienna Life, especially for DSR employees such as liquidators, doctors and the Contact Center team. Contact Center employees have gained the ability to handle documents electronically and remotely, eliminating the need to print them. This solution automated the processes of handling requests, accelerated customer service and improved communication with customers. The notification system makes it possible to keep customers informed of the status of their instructions in progress.

With the implementation of the project, Vienna Life completely abandoned paper handling of notifications, which significantly increased the efficiency of the Contact Center’s work, streamlined the customer service process and contributed to environmental protection.