Papyrus Software Utmost project is the Winner of the Document Manager Project of the Year Award!

The Utmost groundbreaking Digital Transformation project has been honored by the prestigious DM Project of the Year Award – a recognition that celebrates innovation, the best user experience and transformative impact in both the private and public sectors.

The judging panel, including experts like Alan Pelz-Sharpe and Harvey Spencer, recognized Papyrus for delivering a truly transformative solution— a demonstration of what’s possible when vision, technology, and determination come together.‘

A Project That Redefines the Industry

Annemarie Pucher, CEO of Papyrus Software, shared her excitement following the win:

“‘The Utmost project is a testament to the power of innovative technology, collaborative effort, and a clear vision for the future. This project exemplifies how strategic digital transformation can revolutionize an industry and deliver quantifiable results while enhancing the customer experience. A huge thank you to everyone who worked on this landmark project and congratulations to all Papyrus employees!”

A Landmark Achievement in Digitalization

Utmost Life and Pensions, operating within one of the world’s most sophisticated insurance markets, replaced decades of legacy complexity, breaking down the complex organizational and processing structure with replicated systems and customer service and IT teams to create a foundation for modern customer service. It was a bold journey to reshape the future of insurance services.

The Vision: Migrate, digitize and establish an efficient and adaptive processing environment as an enabler of future change.

The Ultimate Goal: Enable customers to be completely digital – communicating, sharing documents and messages, and managing their policies anytime — entirely online.

The Main Objectives:

• Achieve software cost savings compared to the original mainframe applications. The overall benefit target of the program – saving £1m per annum.
• 24/7 self-service application “MyUtmost” for improved customer service operations and insurance outcomes
• Minimizing dependency from IT

The project was a terrific success! Starting with ninety percent paper-based work, Papyrus Software and Utmost created a modern, digital-first environment that empowers customers and employees alike, fostering a new era of transparency, agility, and service excellence. Within a very short time, staff were fully trained and operational, working with Papyrus Adaptive Case Management and Business Designer technology. From day one, customers embracedthe new MyUtmost portal that integrates perfectly with the image and workflow systems, enabling the seamless flow of information & documents between Utmost and its customers.

The result? Radically improved customer experience, streamlined operations, and a flexible platform adapting to future needs.

Where there would have previously been paper-based letters and forms, taking several days to be printed, enveloped and posted, Utmost and its customers communicate now in real time, significantly reducing the number of incoming telephone calls and letters, and greatly improving customer experience.

Key Outcomes

• Operational flexibility: Using Adaptive Case Management, complex and non-linear customer interactions are handled with ease, offering operational flexibility and top customer service.
• Productivity enhancement: The combined image and workflow system allows significant internal synergies and delivers significant benefits by being easier to use and having information all in one place.

• Self-Service at Its Best: The MyUtmost portal provides customers with 24/7 access to their policies, claims, and documents. No more waiting days for letters or phone calls — just instant, real-time communication.
• Cost and Efficiency Gains: Within first six months, productivity increased by over 10%, and annual IT costs dropped by £1 million due to replacing outdated mainframe systems. Automated workflows and digital communications reduced processing times and costs significantly, while the implementation of MyUtmost and the ability to produce documentation electronically has successfully reduced the reliance on communication by paper, reducing ongoing printing and postage costs. 
• Empowering Business Teams: Non-technical teams can modify processes, documents, and forms independently, reducing dependency on IT and fostering innovation from within.
• Reducing risk:  Customers retention is fundamental to Utmost.  Delivering a modern service and communications channel for customers provides an opportunity to increase customer satisfaction and customer loyalty.

• Environmental and Regulatory Benefits: The shift to digital communication drastically reduces paper usage, supporting sustainability goals, while meeting all regulatory requirements.

Innovative Solutions for a Complex World

The Utmost project leverages Papyrus leading platform with integrated cutting-edge technologies such as Customer Communications, Content Management and Adaptive Case Management (ACM), enabling flexible handling of complex, non-linear customer interactions. The solution delivers business empowerment and operational flexibility, while the new generation MyUtmost customer portal fosters real-time communication and transactions, replacing traditional mail and phone calls with instant digital messaging.The transformation not only improved operational agility but also delivered tangible business benefits:

• Over 10% productivity increase within six months
• Significant reductions in communication costs via the self-service portal
• 12.5% efficiency gains through automated workflows
• Enhanced empowerment for business users to modify processes and

   documents independently

• A remarkable reduction in paper usage, supporting sustainability goals
• Full compliance with regulatory requirements
• High levels of employee and customer satisfaction

A Blueprint for the Future

The success of Utmost Life & Pensions serves as an inspiring model for organizations seeking business agility and operational excellence. Digital transformation doesn’t have to take years or cost a fortune. With a clear vision, the right technology, and dedicated teams, meaningful change can happen fast — delivering lasting results.

Are you ready to break down barriers that are slowing service, increasing costs, and limiting growth?

If you’re aiming for similar efficiency and compliance gains, now’s the time to act – the future belongs to those who dare to lead the change.

Together, we can turn your digital ambitions into award-winning realities.

Contact us to schedule a consultation