CAA built an enterprise service bus to connect to pieces such as OnBase and Guidewire integration, explains Turack.

“We use those pieces to facilitate integration between the two systems from an imaging standpoint, document viewing standpoint, pushing XML data, and to create fulfillment of letters, dec pages, and notices,” he says.

ImageSoft is the integration partner for Hyland and worked closely with CAA on document fulfillment. The carrier had documents and 140 templates that needed to come out of the OnBase system. ImageSoft was able to put them in the right format and create the tool that allowed CAA to manage them in a user-friendly fashion.

“The whole creation and conversion of any fulfillment we had was made simple,” says Turack. “The workflows triggered the right commands. Adding new modules expanded our abilities from an enterprise imaging standpoint and from fulfillment. All the documents from Guidewire flow into OnBase and ImageSoft worked with the CAA team to take the XML outputs and bring it into OnBase, create all the templates that were necessary for production output.”

AThe integration between the two platforms has been phenomenal, according to Turack.

“It has been a collaborative partnership with us, ImageSoft on the OnBase product, and with Guidewire as well,” he says. “One of the biggest benefits has been a collection of core systems here that gives us the right tools to do our jobs and provides not only our internal staff but our customers with increased service and product offerings.”

Turack describes it as a closed integration so when frontline users perform a task or make a change to a policy, the corresponding data element is transmitted directly to OnBase.

“They don't have to go to OnBase or a separate system to view the documents—they can launch that through an integrated portal with Guidewire,” he says. “The launching pad allows the adjuster to stay with a single screen and not jump to different systems. We went live in December of 2012 and we've seen efficiencies from user engagement to time savings that show us we have shaved a couple of minutes in servicing a transaction just by creating a single point of view. It works in a real-time fashion.”

CAA had a tight timeline of 14 months to roll out the Guidewire enterprise system and Turack points out such a quick installation is difficult with multiple integration touch points, whether it is regulatory constraints or just internal adoptions from an integration perspective.

“It was an aggressive and optimistic plan, but that's where ImageSoft came to the table with us and helped us get it done within the timeline we set up,” he says. “It was a very collaborative discussion. They worked closely with Guidewire and with us. It wasn't a massive team. At its peak it was 35 members—internal and external. There was dedication and commitment to hit the milestones we set out on the date they were due and we were able to adjust to unforeseen issues.”

CAA also has seen good organic growth in the business, both from new business and from retention. Retention has gone up each of the last three years.

One of the most critical things for any insurance carrier is retaining the customers we want to retain, explains Turack.

“It means we provide the right experience for our customers. That involves having the right tools,”he says.