ZLM Verzekeringen Improves Customer Service with Integrated Back-Office Environment
 
 

ZLM Verzekeringen Improves Customer Service with Integrated Back-Office Environment

  • Oracle Customer:  ZLM Verzekeringen
    Location:  Goes, The Netherlands
    Industry:  Insurance
    Employees:  180
    Annual Revenue:  $100 to $500 Million

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ZLM Verzekeringen is a nonprofit mutual insurance association that offers a complete range of products for vehicle, home, and liability insurance. It maintains contact, either directly or through intermediaries, with customers in the Dutch provinces of Zeeland and North Brabant. ZLM Verzekeringen’s key values are customer-focus and reliability, which it backs by being accessible and offering uncomplicated products at attractive prices.

To guarantee personalized client service and improve operational efficiency, ZLM Verzekeringen upgraded part of its back-office and production environment by deploying Oracle Exadata Database Machine X2-2 to support the aquila software it uses for customer relations, policies, losses and accounts receivable. Now all customer information from the insurance software is available through an integrated, easy-to-use screen, and is linked to the company’s financial system. In addition, performance has improved significantly, enabling users to process insurance and claim transactions faster. Moreover, Oracle Exadata Database Machine offers ZLM Verzekeringen the ability to quickly roll out and install new functionality and databases, which reduces administrative workload and enables the company to use technology to optimize business processes.

 
 

 
 

Challenges

A word from ZLM Verzekeringen

  • “To realize our customer focus and reliability goals, we upgraded part of our back-office system and introduced Oracle Exadata Database Machine, which enhanced performance and improved manageability and scalability. Our staff now has 300% faster access to information they need to communicate professionally with customers–yet another way to ensure our business operates at the highest level.” – Marinus Schroevers, Head of Insurance Affairs, ZLM Verzekeringen

  • Upgrade the back-office and production environments to establish an integrated system with a central screen for all insurance transactions
  • Provide staff members with rapid access to all relevant customer and status information, including history, financial, and insurance information, so they always have a complete customer overview and can answer customer queries instantly
  • Cut time needed to find customer information to further improve service level
  • Shorten processing time batch processing transactions, minimizing errors and downtime
  • Create adequate scalability and flexibility for adding processes and functionality to the environment without sacrificing availability and performance
  • Ensure a lower total cost of ownership (TCO) by operating the entire environment on an integrated platform

Solutions

Oracle Product and Services

  • Implemented Oracle Exadata Database Machine to support ZLM Verzekeringen’s specific back-office processes. with assistance from Oracle Partner VX Company
  • Ensured support of the company’s business-critical processes for managing customer relations, insurance policies, losses, and accounts receivable by providing a seamlessly integrated environment for the company’s deployment of aquila (insurance software)
  • Slashed the time necessary by a factor of three to present complete customer information delivered in a single, unified screen view—including history and insurance data—with connections from internal processes to external systems that enable staff members to provide customers with quick and complete information and support
  • Increased availability of the production environment through faster transaction data batch processing with minimal downtime
  • Facilitated easy implementation of new functionality or databases, implementations that can be done within 30 minutes compared to the previous average of three days
  • Reduced administration and lowered TCO by integrating databases, transactions, storage, and back-up into a single environment, enabling administrators to focus on optimizing the back office and helping staff members to improve customer service

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