Insurance and Wealth Management Company Case Study

Automated recognition of key customer data to automate critical workflows


Value to the Customer

  • Reduced the manual labor for processing Car Warranty Cancelation Requests (CCR)
  • Reduced the overhead for CCR classification and processing
  • Improved the accuracy of CCR classification and processing
  • Improved customer satisfaction from dealerships
  • Automated Extraction/Recognition of key data from paper
  • Streamlines critical workflow to increase overall operational efficiency

Customer Background

This insurance and wealth management group has a history that stretches back to 1984. It is one of the largest groups in North America that is based in Austin, Texas. The group offers F&I administration, training and operates its own full-service insurance company throughout the United States.


Project Highlights

  • Upgraded and migrated M-Files Cloud to M-Files On-Premise
  • Reviewed and updated vault configurations using industry best practices
  • Upgraded and refreshed Development Test Environments
  • Providing ongoing Enhanced Support

Software Involved

  • M-Files Online (Cloud)
  • M-Files On-Premise

Value to the Customer

  • Better management of valuable content and improved collaboration
  • Improved control of the M-Files platform
  • Support service leaves Regency resources to focus on core business

TEAM IM’s Contribution

The wealth management and insurance group selected M-Files as their Enterprise Content Management (ECM) system. However, they needed a partner with a strong background in M-Files and ABBYY as well as general ECM expertise to provide ECM best practices.

The initial use case was to improve their automobile Warranty Cancellations process, which was both labor intensive and prone to errors. 

This company sells automobile warranties to consumers via car dealerships. When a vehicle is traded in, a car warranty cancellation typically takes effect. The cancellation paperwork can come in email via PDF, a scan from paper, or even fax. The cancellation documentation identification is made via automatic recognition of the Vehicle Identification Number (VIN) associated with each automobile.

Because TEAM IM has implementation expertise with M-Files as well as ABBYY, we were an ideal fit to help resolve their problems in this area.

TEAM IM used ABBYY to identify and classify cancellations based on visual markers, page counts, VIN numbers, and submission sources.

ABBYY is an intelligent document processing platform that can capture data from a variety of sources using tools such as natural language processing and identifying visual markers to intelligently extract and process data.

Because of the versatility of ABBYY and powerful OCR, key data is captured from a variety of media including emails, PDFs, scans, and even faxes.

The ABBYY process was then integrated with M-Files to automate the business process intake and ensure that appropriate processes and workflows are initiated.

Thanks to M-Files Workflow, the required approvals and validations are completed prior to the secure storage of each car warranty cancellation.

The insurance and wealth management group is now looking to leverage the M-Files solution in other areas of their organization and has continued working with TEAM IM for Enhanced Support.

Inbound Marketing

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“The group needed a way to achieve efficiencies with their cancellations process. By utilizing M-Files and ABBYY, they were able to automate the cancellation process, reduce errors, increase throughput, and reduce the number of resources to process the cancellations.” 

Sam Harp
Senior VP Customer Success, TEAM IM


  • Decreased overall processing times for each cancellation request and increased accuracy of data capture and identification
  • Improved ease of access to the data by correctly and automatically sorting each cancellation into the appropriate queue for processing
  • Automation for data capture from each line of business (LOB) allowed for the efficient identification of each cancellation
  • API integrations with two LOBs allowed for easier solution adoption within the organization

Software and Cloud Services Involved

  • M-Files Online


TEAM IM is an experienced solution company that advises, develops, implements, supports, and manages enterprise grade process, information and content management systems. For more than twenty years, TEAM has acted as a trusted advisor to our clients through our offices in Australia, New Zealand, Europe and the United States.  Our mission is to assist our client to get the most out of their investments in technology. Whether our clients are large government agencies or corporations, construction firms, accounting firms, heavy industry, or smaller organizations, we strive to deliver demonstrable business benefits and generate real return on investment for our clients.

Our products and services offer solutions to transform your business by automating and modernizing your operations.  We work hand-in-hand with our clients to understand their goals and create and execute multi-year, continuous improvement plans.  Our mission is to support and manage every solution we deliver, so we take care to design long term, future proof, maintainable solutions.  We work with best-in-class technology partners that we have carefully selected to ensure we can execute our plan and achieve our clients continuous improvement goals. 

Our products and solutions encompass Advisory Services, Implementation Services and Managed Support Services.  We specialize in Business Process Automation and Optimization, Content Platforms and Content Services and we are also a leader in Mobile App/Field Services software development and Digital Workplaces.  We have industry-specific solutions for the Construction and Accounting Services sectors, and cross-industry solutions for Accounts Payable, Contract Management, App Modernization, Field Services and File Sharing.

At TEAM IM we are passionate about delivering outstanding outcomes for you, our clients.

Talk with the experts

“TEAM IM was able to deploy a company-branded Portal, providing the required functionality and containing account data for some 7000 accounts, integrated with HelloSign and customer systems within just 6 weeks.”

Volker Schaberg
Chief Operating Officer