Bromwall LTD

Insurance Broker Bromwall Ltd. has been securely filing insurance records with
DocuWare since 2004. Files can be retrieved with a click of a button, allowing
employees to find customer information quickly and error-free.

Countryside Alliance

Industry: Rural Affairs
Location: London, United Kingdom
Departments: Accounting, Invoice Processing
Document Types: Bank statements, account records, incoming A/P invoices

Bromwall is a fast-growing, specialty insurance broker focused on providing coverage for various businesses, including
many in the construction, engineering, commercial buildings, movie props, retail and warehousing fields.
Headquartered in Old Hatfield, Hertfordshire in Eastern England, Bromwall has grown from a small company to a
successful 15-employee organisation doing business well beyond the British Isles.

Requirements and Organisational Framework

Bromwall‘s rapid growth presented itself with many
challenges, the main one being the flood of paperwork occurring
on a daily basis: from policies and claims, to client
presentations and new business, it was all streaming in
from a variety of sources. The need for an ECM (Enterprise
Content Management) system became inevitable. The
solution would manage the flood of paper coming in,
leaving more time for the personnel to, for example,
handle incoming phone calls. At the same time, it would
eliminate the need to invest in larger office premises.

After evaluating several systems, Bromwall found the best
candidate on the Internet. There were several companies
providing specialty software for the insurance industry, but
none of these could meet all of Bromwall’s requirements.

Finally, DocuWare offered the solution Bromwall was
looking for. After an elaborate demonstration and solution
proposal, the decision was not hard to come by. “All of the
other solutions were not for us, as we were looking for one
specific document management system that would suit an
insurance brokerage and fulfill the rest of our needs.
Really, we needed a software with which Search Dialogs
could be customized to our business and the terms we
use,” according to Roy Walton, Bromwall’s Director. “We
did not want to invest in training our staff for too many
hours; that‘s why we were looking for easy-to-use software
with a simple screen format. In the long run, the ECM
should increase efficiency and reduce our overhead.”

On a monthly basis, the company processes over 2,000
documents, mostly consisting of e-mail, presentations,
photographs, insurance policies, applications, etc. Many documents, such as signed policies, are filed in TIFF format as
they are brought in by the sales team. Before implementing DocuWare, files on all clients and insurers were kept in
paper format taking up a large amount of space and accessing those files proved difficult at times. Because inquiries
about insurance cases usually come in by phone, employees often had to return the call after first identifying the case
and matching the pertaining records. Therefore, it was important to Bromwall that the solution chosen could easily
provide all of the necessary information in just one simple step – that would also free up time for further improvements
in customer service.


The Tasks

  • Increase efficiency
  • Reduce staff costs
  • Easy and instant access to all documents
    regarding an insurance case
  • Integrate Act! by Sage and Paperport by

Solution and Benefits

The system was set up on a Friday and was up and
running the next Monday with the entire staff using it. All
employees had been previously trained using DocuWare’s
eLearning programme, which could either be completed
via CD or online. In the previous paperbased system, files
were hard to track, especially when someone was sick.
Now claims can come in and anyone at Bromwall can
retrieve the matching records for processing, simply by
entering the name of a company, contact or number. The
new electronic workflow mirrors the paper-based workflow,
but also makes it easy for a supervisor to identify any
possible shortfalls by observing the outstanding
documents in the individual staff baskets. Moving documents
between baskets and placing them in the filing
cabinet has come down to a simple click of a button.

Regardless of the format in which they originate,
documents now become a part of the centralised DocuWare repository where they are instantly available to all
authorised users. By using Docu-Ware Professional Server, everything is accessible online. Ten licenses are shared by
all 15 employees giving most of them direct access to the one central document pool, engaging the system 75 manhours
per day. In addition, some of Bromwall’s personnel use two computers and/or screens. This allows the
programme to be open on one screen and the filed document to be opened on the other, providing a full-screen display
for easy comparison. After adding two large scanners (a Minolta C 450 and Panasonic Workio DP 2330) and a few small
desk scanners to be used locally, any documents received by fax or post are now scanned immediately.

Faxes are automatically converted by MAPI Interface into e-mail, then sent directly to Microsoft Outlook via ACTIVE
IMPORT, which in turn sends them directly into a DocuWare basket. Here they are filed, distributed with the help of
automatic indexing. Some email is printed in a TIFF format, which stores them in an unalterable format. Retrieving is
simple by entering a company name or a claim number into a Search Dialogue. The senior staff even has the ability to
record phone conversations. The log is annotated with the caller’s details, then saved as a WAV file and archived in

Applied Modules

  • DocuWare
  • DocuWare Professional Server


The DocuWare Solution has improved the day-to-day workflow to such an extent that now Bromwall’s employees never
want to work without it. In fact, from time to time Bromwall’s customers are given a tour of how Docu-Ware has
enhanced its work processes, giving them a glimpse into their future and how they might use it to provide great
customer care. An important question was recently asked by one of them: ”When did the investment break even?” Roy
Walton was quick to respond: “I saved on extra staff, so it could be said we broke even almost immediately.”

"New employees with no document management experience can be converted at minimal training and in a short period of time. The system can save on staff costs by virtue of the fact that fewer can manage a large document load without having to leave their desks and trace files. Our major benefit is that letters & documents can be accessed from anywhere in the world without the necessity of carrying a large file of papers.“
Roy Walton

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