Case Study: Gem Young Insurance achieves faster first-call customer service and streamlined file management with DocStar

Achieving Greater Customer Service Through Improved File Management

Gem Young Insurance, a family-owned agency in Canfield, Ohio serving nearly 6,000 personal lines accounts across two locations, struggled with an unwieldy volume of paperwork and client information that wasn’t readily available at individual workstations. To address this, Gem Young deployed DocStar’s Series 3 solution integrated with Applied Systems TAM to create a single, accessible client database.

DocStar implemented back-end scanning with its Integration Agent (and AuthentiDate for document authenticity) so CSRs can retrieve client documents with a mouse click from TAM screens. The DocStar integration reduced time spent searching for files, made client information available at every desktop, improved first-call service, and allowed staff to focus on servicing clients—saving time and money—while paving the way to further workflow standardization via planned front-end scanning.

Gem Young Insurance

Leo Daprile

President