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As the largest pension fund in Tanzania, the Public Service Social Security Fund (PSSSF) serves a vast membership base of nearly 700,000 individuals across the nation, supported by a staff of 1,000 and numerous financial partners. Formed from the merger of four distinct funds over the past seven years, the organization embarked on an ambitious mission: to become the country’s best provider of public sector pension services. This goal required a significant business reengineering effort, particularly to harmonize disparate systems and automate critical processes. PSSSF’s strategic investment in Laserfiche has proven to be a cornerstone of this transformation, fundamentally reshaping how they manage documents and deliver services.
Before adopting Laserfiche, PSSSF faced significant operational challenges stemming from its historical mergers and a reliance on manual, paper-based processes. Managing an immense volume of member documents was a constant struggle. “We had the challenges of searching documents during our processes, and storage occupied quite a big space. Security of the documents was also a challenge,” explained Erik Kato, director of information communication technology at PSSSF. This led to inefficiencies, delays, and a less-than-ideal experience for both staff and members.
The manual nature of operations meant that processing member benefits could be a lengthy ordeal. “Processing benefits could take up to 60 days in some cases,” Kato said. For members, this led to inconvenience and cost. “Some people used to travel more than 900 kilometers to visit our offices to submit documents or inquire about their benefits.” The organization recognized the need for a solution that could centralize records, streamline workflows and enhance accessibility.
The pension fund undertook a thorough evaluation of various systems before selecting Laserfiche. Their decision was driven by Laserfiche’s proven capabilities in enterprise content management, its user-friendly interface, and its robust capacity for document storage and rapid retrieval. “We found Laserfiche was quite easy to use,” Kato explained. “Laserfiche can also store quite a large number of documents and the searching capabilities, when compared with other systems, are very fast.”
Laserfiche was strategically implemented to become the digital backbone of their operations, with a primary focus on membership and benefit processing and payment. The solution enabled the fund to securely store, classify and easily access member records, which is paramount for a pension fund. “With Laserfiche, we can store members’ records in the way that we want them to be stored — we can classify the information and make it easier for our staff to process payments,” said Neema Kuwite, PSSSF director of finance.
Another key aspect of the solution was seamless integration. “We have integrated [Laserfiche] with our system which processes benefits to create an easy experience and eliminate the need for switching applications,” Kato said. Laserfiche integration extends to other critical business areas, including contract management and procurement, creating a unified digital environment. “These integrations have streamlined processes because you don’t have to move from one system to another. For example, from within our benefit processing system, an employee can access member documents from Laserfiche, which can be checked, processed and routed. Processing becomes very fast and easy.”
Furthermore, Laserfiche supports the fund’s broader automation agenda. “We’re looking forward to having Laserfiche support us in other administrative chains,” said PSSSF CEO Abdul-Razaq Badru. “It will help us implement the full automation program that we are embarking on, which includes connecting internal systems and integrating with larger databases to boost overall efficiency.”
The adoption of Laserfiche has delivered transformative results across the organization, validating PSSF’s investment. These include:
Dramatic time savings: The most significant impact has been on benefit processing times. “Processing benefits used to take up to 60 days, but now it takes about 3 to 5,” said Kato. This 90%-plus reduction in processing time has fundamentally improved service delivery.
Cost savings: Both the organization and its members have realized substantial cost benefits. “We save time and we save people the headache of having to be in the records office looking for documents,” said Kuwite. The shift from paper to digital has also freed up valuable physical space. “Laserfiche has helped us to reduce the space we used to keep those records on paper. We can now use the space to hire more people or rent out to others who need office space. It’s really given us a return on investment.” For members, the ability to apply for benefits online means they don’t have to travel, saving them time and money.
Enhanced customer satisfaction: The ability to process payments quickly and provide online access to records has significantly boosted member satisfaction. “With our members, Laserfiche provides increased customer satisfaction by shortening the time it takes to process benefits,” added Kuwite. A customer survey confirmed this, with results showing members are “so comfortable and happy with our services, and the fact that we can pay them in a timely manner. Laserfiche has played a big role in that.”
Strategic and cultural transformation: Laserfiche has become one of PSSSF’s two core systems, alongside the organization’s ERP. “Laserfiche is going to help us achieve our aim of becoming a fully automated enterprise,” Badru explained. The platform is also fostering a culture of technology-driven, evidence-based decision-making. “It is actually pushing us also to think of how we can take advantage of our existing database and use the data for decision making in the future.”
By strategically implementing Laserfiche, this leading pension fund has successfully navigated the complexities of merging legacy systems and transforming into a highly efficient, member-centric organization. The dramatic reduction in benefit processing times, coupled with significant cost savings and enhanced member satisfaction, underscores Laserfiche’s pivotal role. “Laserfiche solves all your problems in processing, especially if you have significant amounts of manual processes or you’re a semi-automated organization,” said Badru. “Laserfiche takes care of all those manual troubles you have.” Looking ahead, the organization is excited about further integration with AI tools, anticipating an even brighter, more automated future.
As one of Mexico’s leading insurance companies specializing in property, casualty and civil liability insurance, GMX Seguros has prioritized operational excellence and customer experience. Facing the perennial challenges of paper-intensive processes, escalating compliance demands, and the critical need for rapid claims resolution, the insurer sought to replace a legacy document management system with a more robust solution.
The insurer found a solution in Laserfiche, embarking on a journey that has dramatically streamlined operations, cut processing times, and fortified GMX’s position as a market leader. Through the organization’s automation initiatives, the insurer achieved an impressive 75% growth in claims handling capacity and a 20-30% increase in other business areas.
Before adopting Laserfiche, the GMX grappled with a complex web of manual processes and physical documentation. Policy issuance, regulatory compliance and claims handling were bottlenecks that hindered efficiency and customer satisfaction.
“We were generating a lot of paper in different ways,” said Oscar Salgado, CIO at GMX Seguros, describing the sheer volume of paper as about the size of a two-bedroom apartment. This physical footprint wasn’t just about space; it translated into slow, laborious workflows. The claims process, a cornerstone of customer trust, was particularly impacted.
“Claims processing used to take more than 15 days,” Salgado said. Longer timelines in claims processing, however, test customer patience in their time of need.
Beyond operational inefficiencies, the company faced stringent regulatory requirements, such as those from the Comision de Seguros, demanding meticulous collection and secure storage of sensitive customer documents (IDs, proofs of address, financial statements) to comply with anti-money laundering regulations. Managing these crucial personal documents across disparate systems was a significant hurdle.
The insurer began implementing Laserfiche with a focus on policy management, digitally archiving all issued policies and integrating them with a customer portal for easy download. This initial success paved the way for more expansive applications.
A key area of transformation was regulatory compliance. “We need to collect IDs, address, proofs of address, statements — all these documents are personal and sensitive data,” Salgado said. “We store them in Laserfiche, and this helps us organize all the documents within our customer folders.” The centralized, secure repository became indispensable for managing sensitive data and demonstrating compliance.
The most significant impact, however, was felt in claims. The company developed a digital claims solution, which collects all necessary documents from customer and automatically builds a digital file. The GMX team built an integration between Laserfiche and the company’s claims system via Laserfiche API which links every claim document to its corresponding policy and customer file, creating a comprehensive digital record.
The insurer’s use of Laserfiche extends to other departments and critical processes including:
The implementation of Laserfiche yielded immediate and profound benefits, most notably in time savings and operational efficiency.
“The time that we are saving is tremendous,” Salgado explained. The most striking improvement was in claims processing: “Claims that used to take more than 15 days now less than five. In some cases, we can process a claim within the same day.”
This strategic advantage became especially evident during a crisis, when GMX experienced an influx of claims in a short period of time. In 2023, Hurricane Otis made landfall near Acapulco and became the costliest tropical cyclone to strike Mexico on record.
“We had the best turnaround time for claims related to Hurricane Otis,” Salgado said. While competitors struggled to process claims for months, the GMX Seguros’ Laserfiche-powered processes allowed the insurer to pay customers in less than a month. “With this efficiency, we can process more claims in less time.” This increased capacity, he added, amounts to 75% growth in claims handling.
Handling 50,000 – 60,000 claims per year and issuing more than 300 policies per day, GMX employees use Laserfiche on a daily basis to support critical service delivery. Beyond claims, the insurer has experienced 20% – 30% growth in other business areas.
GMX has also implemented Laserfiche to increase efficiency in:
The importance of the company’s standardized document management and automated processes is further magnified by audits, which are done internally as well as by regulatory entities. “We use Laserfiche to review and compile all documentation needed for audits, which used to be a very time consuming process,” Salgado said.
The paper reduction has also liberated valuable physical resources, freeing up office space and allowing for better utilization of facilities.
GMX Seguros has not only automated critical processes like claims, compliance, and policy management but has also built a resilient, highly efficient digital ecosystem. The ability to dramatically reduce claims processing times has translated directly into enhanced customer satisfaction, particularly when responding to high-volume events like natural disasters.
“We have some of the best response times in Mexico,” Salgado said. “Laserfiche is not just a document storage system for us. It’s a competitive advantage.”
Imagine a 25% increase in net revenue over five years without adding additional staff. Airline Hydraulics — a distributor of industrial technologies for a broad range of markets — made this a reality using Laserfiche.
Managing data associated with Airline Hydraulics’ myriad products and custom-engineered technology solutions requires robust information handling processes and procedures. However, with information coming from many sources — suppliers, customers, sales and other departments — the organization needed a way to standardize data collection and dissemination.
Driven to better manage the company’s data to optimize operations, the team implemented Laserfiche.
“Laserfiche was a solution that gave us the best of both worlds: the forms and workflow processes as well as the data integration,” said Todd Schnirel, CTO and director of business development and agility. “We’re now able to record and mine that data for trends and outliers — the potential that Laserfiche unlocked with our data was really the differentiator for us.”
The company has since reduced the time and effort wasted on outdated processes, using Laserfiche to:
“We’re a 100% employee-owned company, so everyone has a stake in organizational efficiency,” said Schnirel. “If you add 25% to the top line and add very little to your operating expense, the money goes right into the profitability of the organization. And for us, that gets distributed amongst the employees.”
Airline Hydraulics’ business dates back to 1949, when the company focused on equipment used in conjunction with factory air lines. Since then, the company has grown in size and in offerings. With this growth, the organization has had to scale operations, which proved challenging without standardized business processes. Information about requests was trapped in PDF documents that bounced back and forth via email and had to be manually typed into the ERP system. This manual approach led to inaccurate data; every employee’s unique method for recording data led to inconsistencies.
“If you’ve got 20 different people they might have 10 different ways to do something,” said Schnirel. “The person who’s then on the receiving end has to deal with all those differentiators.”
The company’s ERP system, Epicor, also lacked the right automation, analytics and data validation tools that would support more standardized data collection. Teams like business development or accounting couldn’t take quick action on requests from sales, customers and suppliers when they received incomplete or inaccurate data. To create more consistency in processes, the team now uses Laserfiche Forms and workflow.
For example, they created a new vendor management form, critical for managing data about the organization’s hundreds of approved suppliers. Previously a very manual process, vendor management often required the accounting team to follow up with requestors to collect W-9s and other information. Misspellings and “bad data” being entered in Epicor was commonplace.
“Laserfiche allows us to do data validation, and we can flush out inaccuracies before we put bad data into our ERP system. Laserfiche definitely helps to keep our Epicor database clean.”
Todd Schnirel, CTO and director of business development and agility
Additionally, the team can now enforce certain procedures — such as collection of vendor W-9s — by not allowing a form to be submitted without the necessary documentation. Laserfiche’s integration with Epicor facilitates the data entry process, avoiding duplicate manual entry. “If we can make a task 10 minutes faster, and we continuously do this, we are making processes faster by hours over time,” added Schnirel. “So that’s our approach. It really starts to add up.” In addition to time savings, the organization avoided replacing their ERP system, saving around $2.5 million in initial costs.
Without application switching or excessive data entry, staff can now focus on higher-value tasks. There are fewer manual errors and less stress around data accuracy. The new solution has also opened the door to more analysis of manual tasks and process optimization.
Airline Hydraulics’ return material authorization process (RMA) is a prime example of how the team used Laserfiche to automate a complex process. Prior to Laserfiche, RMAs relied on multiple manual steps, and often resulted in inaccurate records.
“The RMA process was many, many emails through many different people, and there was no trackability,” said Jennifer McCalicher, product data team manager at Airline Hydraulics. McCalicher and her team spent hours hunting down information that should have been provided with the initial request.
The business development team streamlined the RMA process, again with Laserfiche Forms and workflow.
The new process introduced:
Laserfiche also automatically creates associated Epicor records upon RMA approval, as well as a packing list.
The organization has since reduced the time to complete this process from more than a month to less than a week.
RMA process optimization resulted in:
Beyond the RMA process, the organization implemented a similar solution for special pricing agreements (SPAs).
“Originally this would go into a ticket system,” said McCalicher. “Someone would then have to review the documentation and get it into our ERP system.”
The team replaced this ticket system with a one-stop form that makes it easy for on-the-go salespeople to get pricing approved quickly and secure orders faster. Data is pulled directly from Epicor to make it easier for salespeople to properly fill out required fields. Workflow routes agreements to the pricing department for approval, giving the organization more control over pricing strategy. Finally, more accurate data in Epicor means better financial reporting and easier audits.
With the business development team’s achievements with internal processes, they are now looking to expand Laserfiche to customer-facing processes. Schnirel expects to see more improvements in efficiency organization-wide. With Laserfiche’s low-code automation tools, the company’s business users can build most of these processes with ease, even without deep technical or coding skills.
“Our team is not made up of developers; they’re not programmers; but they’re able to create all this because of the tool set that exists within Laserfiche,” said Schnirel. “This was a huge differentiator for Laserfiche, this workflow ability and having the whole gamut of programmability from HTTP requests and JSON creators and VB scripting and all the different kind of advanced stuff you can do, but in a very visual, very low-code way.”
Internally, the team has seen a culture of automation and optimization spreading throughout the company. “As we’ve deployed it departmentally, it’s picking up a lot of momentum,” said Schnirel. “We’re getting that snowball rolling down the hill effect. We’re constantly receiving requests for new forms and new processes.”
“At Airline, we look at processes through the lens of, ‘How can we do that more efficiently, so it can benefit all of us?’” said McCalicher. “The amount we can do within these workflows is amazing.”
Laserfiche is a Leader for the 10th consecutive year, ranks highest in usability.
LONG BEACH, CALIFORNIA, JULY 23, 2025 — Laserfiche — the leading SaaS provider of intelligent content management and business process automation — is a Leader in the Nucleus Research Technology Value Matrix for Content Services and Collaboration for the 10th year in a row. Among the vendors evaluated, Laserfiche ranks highest overall in usability. Download a copy of the report here.
“As a leader in this year’s Value Matrix, Laserfiche was rated highest in usability for its AI productivity tools, new administration hub, process automation and integration capabilities,” said Evelyn McMullen, research manager at Nucleus Research and author of the report.
Recently released Laserfiche AI-powered features are aimed at boosting productivity even further and enabling automation at scale. Smart Fields, an out-of-the-box intelligent capture tool, allows customers to extract data automatically using natural language instructions, no matter the source or format. Smart Chat provides an intuitive chat interface that enables users to quickly gain insights from their repository content.
“As AI matures at an accelerated pace, vendors in the CSC market have the unique advantage of managing both structured and unstructured data from across the entirety of an organization,” the report’s Market Overview states.
Laserfiche AI features alongside powerful workflow automation, information governance and records management tools create new opportunities for organizational efficiency. Customers across industries use Laserfiche to increase productivity, create competitive advantage and drive growth.
“Laserfiche gives us the forms and workflow processes as well as data integration that enable efficiency at scale,” said Airline Hydraulics Chief Technology Officer Todd Schnirel. “Our Laserfiche-powered process improvements have supported us in achieving a significant increase in net revenue while adding very little operating expense.”
“Being ranked a leader for 10 consecutive years is a testament to our product innovation,” said Thomas Phelps, senior vice president of corporate strategy and CIO at Laserfiche. “Our top ranking in usability reflects our core value of putting people first and our commitment to delivering intuitive solutions that empower users.”
To learn more about Laserfiche’s position in the Content Services and Collaboration market, download the report here.
About Laserfiche
Laserfiche is a leading enterprise platform that helps organizations digitally transform operations and manage their content with AI-powered solutions. Through scalable workflows, customizable forms, no-code templates and AI-enabled capabilities, the Laserfiche® document management platform accelerates how business gets done. Trusted by organizations of all sizes — from startups to Fortune 500 enterprises — Laserfiche empowers teams to boost productivity, foster collaboration, and deliver a superior customer experience at scale. Headquartered in Long Beach, California, Laserfiche operates globally, with offices across North America, Europe, and Asia.
Help employees adapt to new technology and improve citizen services.
Technology helps drive progress, but people make change happen. Adopting a new systems approach is challenging work. Government system upgrades work when employees see new tools as a help, not a hassle.
Lasting improvements come from fostering a growth mindset. Teams must see more efficient processes as opportunities and recognize the potential for positive change. When they believe in the benefits, digital upgrades have lasting success.
If you’re working to build that culture in your agency, we’re sharing what we’ve learned to help you get started.
How to Build a Digital-First Mindset
Help your team get on board with change. Here’s how:
Start small and grow. Test changes with low-risk projects before rolling out a new process agency wide.
Tompkins County, NY brought together more than 20 departments under one shared Laserfiche system—standardizing processes, automating forms, and giving staff user-friendly tools to adapt quickly.
What would your agency gain if every department worked from the same playbook and felt confident using digital tools? Learn how an ECM system can encourage collaboration and improve productivity, as well as how to find the right platform for your organization with our ebook, the ECM + AI Buyer’s Guide.
Learn from public sector leaders who have successfully modernized their government services with Laserfiche.
Keep your team connected, secure, and productive – anywhere they work.
Hybrid work is the new normal, but outdated systems make it harder for staff to collaborate and access the information they need. A secure, digital-first approach ensures employees can work effectively from the office, the field, or home – without delays or security risks.
Give employees the flexibility, security, and tools they need to stay connected and efficient. Here’s how:
The Pennyrile Area Development District reduced processing time by 50% and saved a week of staff time per month by digitizing processes with Laserfiche Cloud. Automation of tasks like purchase orders and invoices improved efficiency, enhanced collaboration, and enabled a seamless hybrid work environment.
How could Laserfiche Cloud improve your team’s flexibility? Start by digitizing records, automating workflows, and providing secure access to essential systems. Small steps make hybrid work seamless. Learn more about how ECM help teams work better with our ebook, the ECM + AI Buyer’s Guide.
Learn from public sector leaders who have modernized government services with Laserfiche.
Put services at citizens’ fingertips with online access, mobile-friendly tools, and automated workflows.
People expect government services to work like online shopping—fast, accessible, and available anytime. They don’t want to stand in line or wait on hold to submit forms, track requests, or access public records. With self-service portals, you can meet these expectations while reducing staff workload and improving transparency.
Give citizens digital access to government services and speed up response times. Here’s how:
The City of Rochester built an online FOIL request portal with Laserfiche, so citizens can submit and track requests in real time. Before automation, a FOIL request could take up to 28 days – now, the city responds in just 12 days on average. This cut turnaround time by more than half, increased transparency, and freed staff from manual paperwork.
How could automating requests improve your team’s efficiency and your citizens’ experience? Start with one process—like public records, permits, or service requests—and automate it with a self-service portal. Learn how ECM can make your process more efficient, and how to find the right platform for your organization with our ebook, the ECM + AI Buyer’s Guide.
Learn from public sector leaders who have modernized government services with Laserfiche.
Spend less time on paperwork and more time serving your community with Laserfiche AI.
Is your staff buried in paperwork and repetitive tasks? State and local governments are already using AI-powered automation to work faster and refocus staff time on improving citizen services. In fact, AI ranks #2 on NASCIO’s 2025 CIO priorities, right after cybersecurity.
53% of state CIOs surveyed by NASCIO say Gen AI will emerge as the most impactful GovTech area over the next 3 to 5 years.
Here’s how Laserfiche AI-powered automation can benefit your agency:
The Arkansas Department of Labor reduced wage claim processing time from 120 days to just 36, significantly improving efficiency and service delivery. With Laserfiche, the department digitized workflows, allowing inspectors to quickly track and update claims, saving costs and providing faster service to constituents.
“Not only is Laserfiche effective within the agency, but it means so much to the person waiting on that check. To be able to get it 70 or 90 days sooner is so important to them.” – Ken Anderson, Senior Software Analyst, Arkansas Department of Labor
What would faster processing mean to citizens who rely on your services? To learn how ECM can help your organization speed up processes and deliver faster services to citizens who depend on you, as well as how to find the right platform for your organization, download our ebook, the ECM + AI Buyer’s Guide.
Learn how government agencies like yours are making operations faster, more secure and efficient with Laserfiche.
