Case Study - New York Life

Introduction

New York Life and its subsidiaries provide insurance, investment, and retirement solutions that help people at all stages of life achieve financial security, delivered through financial specialists nationwide. Founded in 1845, New York Life is headquartered in New York City, and is reported to be the second-largest insurance company in the USA.

The Concern

The last three years have been tumultuous due to New York Life’s commitment to right-size its physical footprint with various construction projects, department relocation, and workflow changes. Add to that the challenges of the worldwide pandemic. Each situation caused a good deal of operational change and the need to adapt service delivery and execution. The most significant challenges were tracking user location, user availability and matching that tracking to service delivery, particularly mail. Stretching these challenges was the need to stay connected to remote and hybrid workers and figuring out how to get their mail delivered in a timely manner.

The Solution

NYL enlisted IST to use its workflow expertise and proprietary software to solve the challenges and deliver service without interruption. Immediately, IST identified a client resource (ShareScan) that could temporally aid in the conversion of hard mail to digital mail that allowed IST to deliver mail electronically to users daily. 

IST collaborated with the NYL’s Corporate Services and technology teams to reconfigure this resource to seamlessly deliver digital mail to groups and departments. This transformed workflows company-wide and validated NYL’s continuity capabilities and IST’s value to that process.  

Looking for a more robust and long-term solution, IST matched our proprietary technology, DocStor Digital Mail (DSDM), to replace the temporary ShareScan solution. DSDM enhances point of delivery from “groups” to “individuals”, provides chain of custody data, including date/time stamping. DSDM’s additional features will enable IST to assist NYL with the application of their retention policies and archiving, which unlocks potential reoccurring saving and workflow efficiencies. 

The biggest challenge was integrating DSDM with NYL’s IT security. IST’s IT team designed, coded and configured DSDM to unite all components into a single cohesive infrastructure to ensure that all the individual pieces of the organization worked as a whole. As we move from BETA to full implementation we are excited to bring continuous value to NYL.

The Partnership

Trust and communication are the hallmarks of any successful business relationship and IST and NYL have collaborated to overcome challenges that had the potential to cause major ongoing problems. Using state-of-the-art technology and the superlative IT Tech team, IST enabled this national company to achieve major goals in workflow efficiency.