reports, and store a copy in the engineering library. Creating a copy for customer
access had been a manual process, but
today the SharePoint extension allows
that to be done automatically.
“SharePoint allows us to easily and
quickly configure workflows to build
processes like that around content management,” Antion says.
ANI has continued to demonstrate to
staff the effectiveness of content management automation, such as around the
inspection report creation and approval
“Keeping track of inspection reports
is important, and we now have a process
that controls it from start to finish. From
scheduling an inspection to writing the
report to getting final correspondence
back from the customer, that process
is now managed and all that content is
stored in one place,” Antion says.
“Automating the review process also
means that, instead of engineers emailing copies to their manager, waiting
for emails to be returned, and having
multiple copies of reports, everyone is
working in SharePoint,” he adds.
However, for external customers,
ANI is actually moving away from
using SharePoint in favor of Citrix
ShareFile. That decision is based on
how customers use content differently
than employees do.
“Internal staff needs the ability to
search and sort a wide variety of content
at a very granular level,” Antion explains.
“However, customers are generally
interested in only a handful of different
documents and only need to search
a few different ways. So for them, the
folder structure of ShareFile works
better. SharePoint was a bit of overkill for
customers because they didn’t need or
want all the workflow-driven processes,
To address employees’ desire for
mobile access to content, ANI is in the
process of developing an app that will
integrate with SharePoint to ensure that
content delivered is both up to date and
optimally displayed for mobile devices.
“We need to move away from the
current requirement to have a VPN con-
nection for employees to access content,”
Antion says. “The app we are developing
will either deliver that content directly to
a mobile device or provide mobile links
to content so all people need to do is
For ANI, solving the peo-
ple-and-process issues around content
management has been more difficult
than overcoming technical challenges.
“Content management is a lot of
work. It requires education and training
for people at various levels. The biggest
obstacle we had to face was demonstrating why we wanted to do what we were
asking them to do,” Antion says.
“People grow comfortable with
where and how they’ve stored their
content and their own processes they’ve
developed for using it. The changes we’ve
put in place have been somewhat of an
educational challenge, but people are
starting to see the benefits of improved
workflows,” he adds.
Those benefits can be seen even in
something as common as paying an
“Demonstrating that we can get an
invoice routed and signed electronically
by having it in a central place, not tied
up on somebody’s desk or waiting for
someone to return to the office, was an
eye-opener,” Antion says. “There are a lot
of little benefits like that in routine pro-
cesses that we have been able to point to.”
Keeping the E in ECM
Both Security First and ANI illustrate
the growing recognition on the part of
carriers that it’s important to keep the
“enterprise” in ECM.
“We don’t want to deliver 10 flavors
of something—we don’t want to end
up with an engineering solution and a
human resources solution, and a claims
solution. We’ve worked to create an
infrastructure that allows us content
management consistency across the
organization,” says Antion.
“Leading carriers have been looking
at content as an enterprise asset, not just
a departmental asset, for some time.
What has been changing is a gradual
awareness of that on the part of other
carriers,” says Buchanan.
“In the past, if you were in marketing and wanted to gather data to
support direct marketing or consumer
activities, that would be self-contained
in marketing. Underwriting would get
its own information that would also be
self-contained,” she explains. “More and
more, insurers are realizing that departmentalized process is highly inefficient
and ineffective, causing them to miss
opportunities that they would realize by
bringing the richest data forward as an
enterprise asset.” ITA
“The biggest obstacle we faced was
demonstrating [to business users] why
we wanted to do what we were asking
them to do.”
Daniel Antion, American Nuclear Insurers