Baloise Actions and E-Dossier System Case Study

This case study details the implementation of the Actions and Dossier System (ADOS) by Baloise Versicherungen, aimed at enhancing customer service and operational efficiency. The project is part of a broader reorganization initiative, known as the GEPARD project, which seeks to centralize customer inquiries through a new Customer Service Centre. The study outlines how the ADOS facilitates the digital processing of customer requests across various communication channels, ensuring quick access to information. It highlights the selection process of IT partner Macros Reply Gmbh, which was chosen for its insurance expertise and the capability of its system to manage complex workflows. The document also discusses the challenges faced during implementation, including tight deadlines and the need for management support. The successful pilot operation within the claims settlement department demonstrates the system's effectiveness, leading to improved turnaround times and higher customer satisfaction. Overall, the case study emphasizes the strategic importance of IT systems in modernizing customer service operations.