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ARAG integrates M-Files and Salesforce for 360-degree customer view

ARAG, the independent international legal expenses insurer and legal services provider, opts for M-Files as a platform for managing its customer-related documents. The insurer integrates M-Files into Salesforce, bringing together all customer data and content. For implementation and realisation, ARAG chose GeONE, specialist in optimising document and information management.

ARAG uses Salesforce as its central platform for customer management and has found the solution to realise its digital transformation with the M-Files integration. Thanks to the integration, the insurer brings together structured and unstructured information, creating optimal case management with digital customer files. With M-Files, ARAG opts for an open and future-proof platform where metadata are central. These metadata provide extensive possibilities in terms of intelligent workflows, permissions and version management around documents, among other things. The built-in artificial intelligence in M-Files supports ARAG in further optimising processes around documents.

360-degree view of the customer

Marjolein Smeets, CTO at ARAG, explains how the choice of M-Files came about: "Our mission is to make legal assistance affordable and accessible to everyone. In doing so, we want to be the best legal problem solver in the Netherlands, measured by the quality of service we provide and the satisfaction of our customers. To achieve that quality and satisfaction, our goal is to become a smart insurer. That means transforming digitally and using the digital tools that enable us to serve our customers efficiently and in the way they want. The insurer that has all information available digitally and instantly at any time."

This integration provides a one-stop shop for all customer information

Marjolein Smeets, CTO at Arag

"To this end, we are realising a place for our employees where all data, documents and information come together, from insight into customer data to associated processes, but therefore also all related content. By choosing M-Files and integrating it into Salesforce, we create in one interface, the one-stop-shop for all customer information and processes, resulting in a 360-degree view of the customer. The user-friendliness, metadata capabilities and smart functionalities make M-Files a fair choice, for our employees as well as our customers." said Smeets said.

Choosing GeONE as an implementation partner

To realise these ambitions, ARAG looked for an M-Files partner with experience: "We knew we were looking for a partner familiar with complex implementations and integrations. GeONE has this track record and are as ambitious as we are. GeONE's unique Build & Play™ implementation methodology also gives us a grip on the project and puts our employees at the centre, thus we are going for 100% user adoption. GeONE being M-Files Partner of the Year only gives us even more confidence in a good partnership with results."

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