Technology Services Group, Inc: Modernizing Digital Claims Documentation

Dave Giordano, Founder & President, Technology Services Group, IncDave Giordano, Founder & President
While “going paperless” was an initial driving force for many of the first digital claims systems, new requirements for born-digital content are forcing clients away from older platforms to enable new and more efficient claims processing capabilities. These legacy solutions did not account for the advent of the cloud and the rapid rise of a distributed workforce. Founded in 1996, Technology Services Group, a Chicago-based software and services firm, has been assisting clients with their document and content management needs. “Most of the time, we are helping claims clients transition from document systems built in the 1990’s or 2000’s,” says Dave Giordano, the founder and president of Technology Services Group, Inc.

The ability to quickly and easily capture digital content from a variety of sources combined with modern technology options is driving the rapid growth of Technology Services Group insurance practice. “Three years ago, we had several small claims clients with 2 to 10 million documents,” mentions Giordano. “This year, our three largest clients are all insurance claims with 600 million, 400 million, and 300 million documents, looking for everything from video annotation to automated document response creation.”

Disrupting Claims Processing with Software and Services

“In providing document and content management consulting services to our clients, we found that clients were asking us to build custom add-ons from scratch for common capabilities,” states George Steimer, the OpenContent Product Manager and a 19-year veteran at TSG. Key to TSG’s product success for insurance is the ability to easily connect to existing insurance platforms for managing claims and policy data, which includes claim number and policy number.

TSG’s products include a foundation layer of the OpenContent REST Web Services isolation layer between their application software (eg: Search, Case, Annotate) and the backend content management solution.

Most of the time, we are helping claims clients transition from document systems built in the 1990’s or 2000’s

By building solutions on OpenContent, clients on any ECM platform can share and enhance the solution for all clients.

Legacy ECM Migration

Most of the clients TSG works with are struggling with legacy ECM implementations that, while innovative in their day, have become costly, unstable, and difficult to maintain and enhance. Clients would like to not only move these applications to the cloud, but also break away from proprietary interfaces. TSG addresses movement to the cloud by providing OpenMigrate adaptors for most legacy ECM systems. As a services firm, TSG assists in all of the migration activities including the migration of content, interfaces, and integrations for the legacy ECM system. “In the course of our research, we have identified that large files migration can be fraught with difficulty. TSG is one of the few firms to have successfully managed very large migrations,” adds Alan Pelz-Sharpe, the founder and lead analyst at Deep Analysis. “TSG works to provide migration and implementation services, and products to allow their clients to move from early paperless systems to modern content management platforms.”

Looking Forward for Claims Processing

When asked about the future of claims processing, Giordano is forecasting more disruption in the short term. “We are already seeing the effect of digital disruption and the cloud at most of our insurance clients,” says Giordano. “The capabilities and cost efficiencies of Amazon Web Services and other IaaS vendors finally have clients looking to move away from their on-premise claims systems with cost-effective cloud infrastructure and modern tools. The software and services firms that are able to capitalize on this shift and disruption will be the ones that can best partner with the IaaS vendors. With our people, software investments and partnerships, TSG is well positioned to thrive in this new environment.”