Aon Corporation, headquartered in Chicago, is a world leader in risk management, retail, reinsurance, wholesale brokerage, and claims management. Aon has an employee base of 55,000 people, working in 600 offices in more than 125 countries worldwide. When one of those offices encountered a problem it employed the axiom ‘Think globally – Act locally’.

Time and space
Aon Auckland is contributing to the parent company’s rapid growth with 250-300 new clients each week, who are overseen by some 800 advisors. The take over of another company meant Aon was facing the addition of 400 more advisors and another 45,000 clients. All of this was producing a paper avalanche which was threatening to swamp Aon Risk Services’ Group, which specialises in offering personal lines of insurance via the internet.

The Risk Services’ Group may market via the internet, but its administrative work is based on paper – with a number of documents for every client. Each client’s documents were retained in hard copy, housed in filing cabinets eating up valuable office space, and providing enough work to keep two full-time and one part time person fully employed just trying to keep up. Facing the sudden influx of a greater than normal volume of new clients, Colin Miles, Executive Director of Aon Group’s Insurance Services Division’s realised something had to be done.

The solution
Aon’s IT management recommended a trial of Onstream Systems’ Trapeze Vault, a web-based image repository management system, with the software and scanning hardware provided by Canon. Trapeze Vault scans in and indexes images of paper documents, allowing for fast retrieval and the ability to share documents via networks or over the web.
“Almost immediately the customer service centre’s 10-person team realised the labour, cost and efficiency advantages of using the software,” says Miles. “We decided we really liked the software and went ahead and purchased it. It’s excellent for what we do.”

The software has been networked to customer service desks in the ‘extraordinarily busy’ unit, where documents are scanned on receipt and can be called up from any desk. Aon says the system has been incredibly cost and space effective, as all documents, once scanned, are boxed and sent to an archive warehouse, and can be easily retrieved if ever required. Miles estimates that the savings for his organisation in the first year of operation of the software will amount to between $60,000 and $80,000, with ongoing annual savings in the region of $30,000 to $40,000.

The paper influx has greatly increased from the pre-Trapeze days when it took the equivalent of 2.5 people to keep up with it – but now it takes just 1 person 2 1/2 hours a day to scan all the paperwork, causing Miles to comment that: “If the scanned document is not in Trapeze Vault, it has not been received!”

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