TAM Integration Module User s Guide

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Nancy Garrison
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1 TAM Integration Module User s Guide Version 1.0

3 Table of Contents Introduction... 3 Agency Workflows... 3 Back End Scanning... 3 Front End Scanning... 4 Other Workflows... 5 Requirements... 5 Installation... 5 Integrated Retrieval... 6 Integrated Filing Cover Sheets Push Filing TAM Search Activity Log Datalink Caveats Prospects and Clients Current Policies and Historic Policies TAM Integration Module User s Guide 1

5 Introduction The Agency Manager (TAM) serves as the main line-of-business application for insurance agencies, performing accounting, customer relationship management, and other critical functions. It even offers the ability to attach scanned documentation to client records, but it is not a complete document imaging or document management system. DocSTAR, on the other hand, is a fully featured document imaging/management system efficiently supporting high volume scanning, secure storage, and flexible retrieval of any agency documents. It can be used effectively without integration to TAM, but integration provides two valuable functions: 1. Integrated retrieval allows TAM users to retrieve documents related to the current client and/or policy directly from within TAM. It is not necessary for the user to specify a client code or policy number to retrieve the related document; the current context in TAM is used to automatically determine which document(s) will be retrieved. It is not even necessary to launch the DocSTAR application program. 2. Integrated filing saves time and ensures accuracy when filing documents in DocSTAR. There are several different mechanisms for integrated filing. The one or ones most applicable to each agency will depend on that agency s chosen workflow, as described below. This User s Guide focuses on the day-to-day usage of integrated retrieval and integrated filing functions by all TAM/DocSTAR users. Installation and configuration of the TAM Integration Module including the creation of templates, which control filing are described in the TAM Integration Guide. Agency Workflows Generally, agency practices fall into one of the following workflows, each of which offers different ways to perform integrated filing. Back End Scanning Agencies receive paper via mail, fax, and courier. These documents must be processed, generally by customer service reps (CSRs), who often need to enter or verify information in TAM based on each document. TAM Integration Module User s Guide 3

6 The Back End Scanning approach does not change the process of receiving and distributing paper to CSRs. They each perform their data entry or verification or other processing tasks from paper as they had prior to using DocSTAR. However, a barcode cover sheet can be created and printed from TAM while still in the Policy Detail or other screen related to the document just processed. The cover sheet is placed on top of the document. Documents with barcode cover sheets are collected and scanned, either at the end of each day or periodically through each day. Thanks to the cover pages, filing is completely or largely automated. Proponents of this workflow favor it because it involves minimal change to the work processes for the CSRs. Front End Scanning A higher level of automation and efficiency can be gained by scanning (or importing) incoming documents as soon as they are received. Then each is routed within DocSTAR to an appropriate CSR for processing using DocSTAR s folder system. The CSR processes each document, working from the image, and then files the document in DocSTAR, removing it from his/her folder. Use of cover pages is not practical for front end scanning, but DocSTAR s TAM Integration Module offers two other ways for CSRs to conveniently file documents: The DocSTAR Filing link pushes client and policy data based on the current context (screen) within TAM to DocSTAR. The TAM Prompt within DocSTAR pulls data from TAM, allowing users to pick which client and policy a document pertains to so that it is filed properly, without having to type in a client code or name or policy number. Each of these is explained more fully below. Working from images rather than from paper does involve more change for the CSRs. However, front end scanning saves labor and speeds processing by not requiring paper to be distributed. It also avoids the possibility that a document will be lost during distribution or processing by the CSR. Finally, it gives managers a way to monitor each CSR s workload and 4 TAM Integration Module User s Guide

7 progress by checking his/her folder. Documents can be reassigned to someone else when a CSR is overloaded or absent from work. Other Workflows There are other possible workflows, such as performing front end scanning for certain documents but back end scanning for others, or using desktop scanners at each CSR s desk rather than cover pages and a centralized scanner. The three integrated filing mechanisms offered by the TAM Integration Module may be mixed and matched to improve convenience and accuracy in whatever workflow works best for your agency. Requirements Please see the TAM Integration Guide for system requirements. Installation Please see the TAM Integration Guide for installation instructions. If any of the integration features described herein, such as the DocSTAR links within TAM, are not available to you, please see your system administrator. TAM Integration Module User s Guide 5

Integrated Retrieval Integrated retrieval from within TAM is available through the links button, located in the main toolbar of your Clients and Files window.

8 Integrated Retrieval Integrated retrieval from within TAM is available through the links button, located in the main toolbar of your Clients and Files window. Clicking this button reveals the links menu. Note: One or more of the three DocSTAR links may be absent from the menu, depending on which ones have been installed for your agency. Choosing the DocSTAR Retrieval Link will open a window in your web browser that displays a list of documents related to the current customer and/or policy. All documents related to the current customer will be displayed when the link is activated from the Customer Detail or Customer List. Only documents related to the current policy will be displayed when the link is activated from the Policy List or Policy Detail windows. Note: Integrated retrieval by customer requires filing documents with a custom field called ClientCode set to the client code as it appears in TAM. Integrated retrieval by policy requires filing documents with a custom field called PolicyIndex, which is TAM s internal identifier for each policy. These are further described under Integrated Filing. 6 TAM Integration Module User s Guide

9 The list of documents shows their titles, keywords, and security classification, which were set at the time they were filed. If no documents related to the current customer or policy are filed in DocSTAR, this window will report that Your search resulted in 0 items returned. Note: When there is only one document related to the current customer or policy, a list isn t shown, and the document is automatically displayed. Clicking on any document s title displays the document. TAM Integration Module User s Guide 7

You may click on any part of the document image to zoom in. You may also use the zoom buttons at the top of the window to zoom in, zoom out, or show the whole page.

Printing and Email Documents are displayed in your browser one page at a time at a resolution reduced to fit your screen.

10 You may click on any part of the document image to zoom in. You may also use the zoom buttons at the top of the window to zoom in, zoom out, or show the whole page. The View Full Page button expands the image portion of the display to the full window, hiding the document title, keywords, and other document information. Printing and Documents are displayed in your browser one page at a time at a resolution reduced to fit your screen. To print or all or part of a document at its full resolution, you must download it first. Choose the pages you wish to print or and then click the download button. Depending on your system configuration, the document may be displayed automatically in your browser, or you may have to save it to your PC desktop first. If the latter is the case, double click on the document on your desktop to open it in Windows Imaging or other image viewer application. From there, you may print or it at its full resolution. 8 TAM Integration Module User s Guide

11 Help Additional information on viewing documents is available from the online help accessed through the link at the top of the Results or View window. TAM Integration Module User s Guide 9

12 Integrated Filing Integrated retrieval depends upon filing documents with the following custom fields: ClientCode matches the customer code in TAM. It is required for integrated retrieval of any document. PolicyIndex matches the policy index in TAM, which combines the customer code with a four or five digit policy identifier. It is only required to retrieve documents from the Policy List or Policy Detail windows. Other custom fields as well as the document title and keywords may be set as desired. Note: It is not necessary for the average user to understand custom fields. The filing templates created by the system administrator or the DocSTAR technician, used with the integrated filing methods described below, ensure that they are set correctly. The TAM Integration Guide shows how these templates are created. Cover Sheets Cover sheets are useful when performing backend scanning, as described earlier in this guide. They are generated by selecting the DocSTAR Coverpage Link through the Links button (see figure under Integrated Retrieval, above). The information on each cover sheet varies depending on what TAM window it is generated from. All cover sheets include a client code. Cover sheets from the following windows also contain a policy index: Policy List, Policy Detail, Claim List, and Claim Detail. Note: Some cover sheets include an activity record number or a claim record number. These are not currently used but may be applied in a future software enhancement. 10 TAM Integration Module User s Guide

13 Cover sheets may be customized to prompt the operator for additional information before they are displayed. Your system administrator will explain what additional info, if any, must be entered for each cover sheet. When the cover sheet is displayed in your web browser, print it by selecting the Print command from the File menu or by clicking on the printer icon. Place the cover sheet on top of the document you ve just processed. Additional documents, each with their own cover sheets, may be stacked together. Each cover sheet acts as a document separator as well as providing filing information. An appropriate filing template must be selected when scanning documents with cover sheets are before filing them. Your system administrator will prepare filing templates as described in the TAM Integration Guide. Push Filing This innovative filing technique is most applicable to front end scanning workflows in which documents are scanned first and then routed to CSRs electronically before they are filed. The CSR performs any necessary processing or verification in TAM, working from the image displayed in DocSTAR s Manual File window. Thus, the document is open in DocSTAR and the corresponding customer or policy window is open in TAM; these conditions allow TAM to push filing info (client code and policy index number) to DocSTAR. First, click on Run Template in DocSTAR. TAM Integration Module User s Guide 11

14 When you are prompted for a client code, switch over to TAM by pressing ALT+TAB or by clicking on TAM in your task bar. Then choose the DocSTAR Filing Link from the 3 rd Party Links button. The focus will switch back to DocSTAR and the customer code you were working on will automatically be filled in. Press OK. 12 TAM Integration Module User s Guide

If the template requires a policy index, this will be automatically filed in, too. Press OK again. If any other information is required, you will be prompted to enter it is choose it from a list.

15 If the template requires a policy index, this will be automatically filed in, too. Press OK again. If any other information is required, you will be prompted to enter it is choose it from a list. Your system administrator will provide detailed instructions for each of your filing templates. TAM Search ( Pull Filing) The TAM Search feature works in either front end scanning or back end scanning workflows because it doesn t depending on printing cover sheets or pushing information from TAM. Instead, it lets DocSTAR pull information from the TAM database without having to run the TAM program. TAM Integration Module User s Guide 13

binocular icon to search for the customer. (The template may be set to always search, so the following window may open automatically.

16 TAM Search is available from the same template(s) that allow push filing. You will be prompted to enter or pick a TAM client code, as shown: You can type the code if you know it, push the info from TAM, or click on the binocular icon to search for the customer. (The template may be set to always search, so the following window may open automatically.) Just type the first few letters of the customer name and press Search. Alternately, you can change the Search Field from Client Name to Client Code, type the first few letters of the customer code, and press Search. 14 TAM Integration Module User s Guide

17 Pick the correct customer from the list and hit OK. If the template prompts for a policy index, use the search feature in the same manner to find policies for the selected customer and pick the one related to the document. The template may be set to request other information by your system administrator. Activity Log Templates can be defined to automatically create Activity Log entries in TAM for each DocSTAR document. These Activity Log entries always have a category of DOCU and a description matching the document title in DocSTAR. Clicking the DocSTAR Retrieval Link from a DocSTARgenerated Activity will display a list of all documents related to the current customer, including the one for which the Activity was created. Datalink Datalink is an optional component for TAM Integration. It adds the ability to look up data regarding Prospects and other objects in TAM, which are otherwise inaccessible. Some Datalink operations are behind the scenes. For instance, a template may use a Datalink to look up a prospect code printed on a cover sheet and find the prospects full name to add to the document s title. Other Datalinks allow you to search the TAM database, similar to the TAM Search described above. Your system administrator will explain the use of each template, including any that utilize Datalinks. Note: While the TAM Search is able to look up live data in TAM, Datalinks are generally updated nightly, meaning that they contain yesterday s data. It is therefore necessary, when using a Datalink, to file documents pertaining to new customers or new policies the day after the customer or policy is created. Your system administrator will explain what filing steps are necessary for each template, including any that use Datalinks. TAM Integration Module User s Guide 15

18 Caveats The following circumstances can cause unexpected results with the TAM Integration. They should be avoided if possible. Otherwise, all users should at least be aware of them. Prospects and Clients Prospects are assigned codes (customer codes) when they are entered in TAM. If documents are filed in DocSTAR related to these prospects, they are filed with the prospect s customer code. When (if) the prospect becomes a customer, they may retain the same customer code. In this case, all documents related to the prospect remain related to them. However, if the prospect is assigned a new customer code when they become a customer, their documents will remain assigned to their old customer code, and will no longer be available through integrated retrieval. (They can still be retrieved by customer name through DocSTAR.) Furthermore, if the customer code assigned to a prospect matches a customer code already assigned to an existing customer, documents related to either will be assigned the same code. Integrated retrieval for either will produce the same list of documents. Therefore, the recommended best practice is to assign unique customer codes to prospects in anticipation of their becoming a customer. This will keep all documents distinct. Alternately, if it is necessary to change a customer code when a prospect becomes a customer, each of their documents should be retrieved from DocSTAR and their ClientCode custom field updated to reflect the new customer code. Hopefully, there will only be a handful of documents at that time. Current Policies and Historic Policies TAM users assign a policy index, such as SMITH , to each policy. When a policy expires or is cancelled, users may move it to the Policy History portion of TAM. Integrated retrieval from DocSTAR is not available from the Policy History List, but these documents can still be retrieved from the Client List or Client Detail. They are also retrievable from DocSTAR. 16 TAM Integration Module User s Guide

19 However, when a new policy is created, the TAM user is allowed to reuse a policy index, which was previously used by an historic policy. This is not ideal, because documents related to the old policy will be retrieved along with documents related to the new policy. The recommended best practice is to always assign new policy index codes to new policies and never to reuse old ones. TAM Integration Module User s Guide 17

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