Beneva, formerly SSQ Insurance, is a Canadian mutual insurance company with expertise spanning group insurance, individual life and health insurance, general insurance, and investment services.
To replace customer-document processes built around Microsoft Excel worksheets and Access databases, Beneva implemented Experlogix Document Automation with Microsoft Dynamics 365.
- Improve consistency across customer-facing insurance documents.
- Generate personalized documents directly from Dynamics 365 data.
- Reduce manual downloading, editing, and movement of customer data between systems.
- Meet an aggressive eight-month legacy-system migration schedule.
- Give trained business users greater autonomy over document creation.
- Remove the concurrent-user limitation associated with the legacy Access database.
- Support multilingual document requirements.
- Connect generated documents with Beneva's existing archival system.
Challenge
Beneva had historically created customer-facing documents such as contracts and letters through processes dependent on Microsoft Excel worksheets and Access databases.
The approach required employees to transfer customer information between systems and manually download and modify documents. In addition to consuming time, those handoffs introduced concerns around document consistency, data quality, security, and compliance.
Users had to download documents and make changes manually.
Personalized information moved between Excel, Access, and other systems during document creation.
The Access-based environment could become unstable when deployed for concurrent users.
Beneva wanted the legacy environment replaced with a modern solution within eight months.
Information used for personalized communications came from manually dependent systems.
Excel worksheets and Access databases supported the document process.
Users frequently needed to open generated documents and make manual changes.
Lost documents, inconsistent data, mistakes, and limited standardization remained concerns.
Beneva wanted Microsoft Dynamics 365 to become the data foundation for a modern document-generation process that could streamline customer communications, improve operational efficiency and compliance, and scale with the organization.
Solution
Beneva selected Experlogix Document Automation because of its built-in connection with Microsoft Dynamics 365 and its capabilities for template creation, management, personalization, and delivery.
Much of the functionality Beneva required was already available in the product. The principal customization identified in the source was a connection between Experlogix and Beneva's existing document archival system.
Customer information stored in CRM drives personalized document generation.
Employees were trained to build and manage document templates for customer communications.
Generated documents could connect with Beneva's existing document archival environment.
The platform supported multilingual document requirements without requiring a separate custom solution.
Customer information already stored in Microsoft Dynamics 365 becomes the data source for the document.
Document Automation combines CRM information with the appropriate managed template.
The personalized customer communication is generated through the automated process.
Beneva can print and mail the customer document and connect the output with its archival system.
After Experlogix trained Beneva employees to create templates, the source says they operated the system nearly autonomously and had little need for ongoing technical help or professional services.
Learn more about dynamic document template design with Experlogix.
Result
The migration from Beneva's legacy document environment was completed on schedule within the eight-month target, with minimal customization beyond the archival-system connection.
In the first three months after conversion, Beneva generated more than 3,000 documents. The source reports that users manually intervened in generated Microsoft Word documents only three times during that period.
More than 3,000 documents were generated during the first three months following conversion.
Users manually intervened in generated documents only three times during the first three months.
Automated, managed document generation reduced dependence on manually modified customer communications.
Beneva met the aggressive eight-month timeline it had established for the modernization project.
Trained employees could create highly personalized documents with little need for post-implementation support.
The modern solution removed the concurrent-user limitation associated with the previous Access database environment.
“We pleased our users. Now they create customized, variable data documents on demand with one click.”
For insurance organizations replacing fragmented legacy document processes, Experlogix Document Automation for Insurance connects customer data with governed templates and personalized communications.
See how Beneva connected Microsoft Dynamics 365 with Document Automation to replace legacy Excel and Access processes, improve document consistency, and give business users greater control over customer communications.
