How Efficient Claims Processing Delivers Improved Customer Experiences

Kodak Alaris executives discuss solutions that address "information chaos" at AIIM Conference 2014

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Customer experience determines whether clients switch suppliers or stay loyal. The most successful organizations deliver an excellent customer experience by conquering "information chaos," effectively capturing multi-source input and managing it to automate business processes and streamline communications. Insurance companies, for example, face one of the most challenging situations with claims processing. Customer service reps must cope with input arriving in many shapes and forms such as paper, email, text and social media while trying to meet policy holder expectations for quick and comprehensive processing—an urgent priority since attracting and retaining customers is a top concern for global Property & Casualty and Life Insurers.

These are the types of conversations attendees will be having at the Association for Information and Image Management (AIIM) Conference, April 1-3 in Orlando. At the conference, Kodak Alaris will meet with information professionals from a wide range of industry segments to discuss best practices and advanced technology solutions for optimizing challenging business processes. Rod Hughes, General Manager, Software & Solutions, Kodak Alaris, will deliver a presentation entitled "Insure a Positive Experience in your Claims Process" on April 2 at 2:00 p.m. (EDT). During his session, Hughes will share examples of how the insurance industry can meet policyholder expectations for responsiveness, increase the efficiency of the claims handling process and move from a cost-cutting model toward business growth.

"There is increased pressure on records and information managers to quickly corral data from expanding communications channels and seamlessly process and deliver quick and comprehensive responses to meet customer expectations," said Hughes. "Nowhere is this more true than with insurance claims processing. At AIIM, we'll be talking about a solution that can 'read' through email, extract relevant customer information and automatically respond with a quote. The solution reduces human intervention and can improve response times from 15 minutes to less than a minute with timely, accurate information. It's a great way to turn labor-intensive processes and time-consuming customer interactions into significant savings and new business opportunities."

Kodak Alaris will also host a roundtable discussion on April 3 at 10:30 a.m. (EDT) entitled "Choose Between Optimized Processes and Customer Experience?" The roundtable, led by Petra Beck, Worldwide Marketing Director, Software & Solutions, Document Imaging division, will explore how business process owners, customer service managers and IT professionals should balance the delicate intersection of increased customer expectations and pressure to streamline business processes.

In addition to presenting, Kodak Alaris will engage with attendees at its booth, #29, to provide demonstrations of KODAK Capture Pro Software (, KODAK Info Activate Solution ( and KODAK Info Insight Platform ( KODAK Capture Pro Software streamlines the process of transforming paper into information, allowing users to capture and index critical data and deliver it to databases, applications and people automatically. KODAK Info Activate Solution provides powerful capabilities to help SharePoint administrators control business data and improve how professionals capture and organize documents from multiple sources into SharePoint libraries. KODAK Info Insight Platform is a comprehensive suite of solutions that enables users to automate business processes and address input capture. It uses artificial intelligence and semantic understanding engines to manage incoming documents and customer communications, regardless of format and structure. In addition, the Info Insight Platform helps increase customer satisfaction and loyalty. To see an overview video on the Info Insight Platform, please visit

About Kodak Alaris

On September 3, 2013, the U.K. Kodak Pension Plan (KPP) completed its acquisition of the KODAK Document Imaging and Personalized Imaging businesses from Eastman Kodak Company and created a new company known as Kodak Alaris. The new company and its name preserve the heritage and legacy of the Kodak brand, while embodying the speed and agility to meet market needs and changes. Kodak Alaris, which is licensed to use the Kodak brand, will focus on strategic, ongoing investments for these businesses to ensure long-term growth and success. The Kodak trademark and trade dress are used under license from Eastman Kodak Company.

About Kodak Alaris' Document Imaging Division

Kodak Alaris' Document Imaging solutions enable customers to capture and consolidate data from digital and paper sources, understand and extract valuable insight from the contents, and deliver the right information to the right people at the right time. Our offerings include award-winning scanners, capture and information management software, an expanding range of professional services and industry leading service and support. With customers ranging from small offices to global operations, Kodak Alaris delivers superior systems and solutions to automate business processes, enhance customer interactions and enable better business decisions.

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The Kodak trademark and trade dress are used under license from Eastman Kodak Company.