Mercator Focuses On Exceeding Customer Service Standards with Adlib

Content-to-PDF Transformation Solution Helps International Insurance Firm Reduce Risk, Deliver Reliability and Exceed High Performance Standards for Customers

BURLINGTON, ONTARIO, CANADA—June 29, 2011—Adlib, the leading expert in document-to-PDF transformation, today announced Adlib’s success in two strategic projects at Mercator Investments, a leading provider of business and personal insurance in Belgium. Adlib enables Mercator to enhance its regulatory compliance and reduce risk by allowing its brokers to quickly share PDF’s of critical documents with all parties involved, including adjusters and officials who handle fraudulent claims reporting.

In the initial project with Adlib, Mercator identified the need for its brokers to providemore dependable responses to new insurance applications and insurance claims from customers. Before Adlib, Mercator created un-editable quotes which were far too time-consuming, putting potential sales at risk. After deploying the Adlib solution, which replaced a legacy PDF conversion application, Mercator gained enhancedreliability in meeting and exceeding its established high performance standards.

The second project required a solution that could convert and index an average of 12,000 incoming documents per day to PDF. Mercator’s previous system would become blocked and require IT support to handle password-protected documents or emails with attachments. Now, Adlib expertly handles and converts every type of document, including emails and scanned documents, without expensive and time-consuming IT intervention.

“Adlib responds consistently, helping our brokers compete more effectively for business,” said Mercator software architect Kenny Lamoot. “The claims adjustment and settlement process have also been streamlined, greatly enhancing Mercator’s reputation as our adjusters can now facilitate a quick and comprehensive settlement of damage claims.”

Mercator investigated Adlib based on recommendations of other users. The decision was made after internal testing with Adlib’s technology. “Our many documents are now easier to index and direct to the appropriate workflow, saving us both time and money,” added Mr. Lamoot. “Adlib provided the system stability we needed to deliver the customer service responsiveness Mercator’s reputation relies on.”

“Adlib not only eliminated IT support, saving us significant time and money, but we have also been impressed with theimprovements in the output, especially whenmerging emails with attachments into a single PDF,” said Mr. Lamoot. “Our brokers require 4,000 document conversions a day and our internal performance standard requires that each conversion be made within 30 seconds. Adlib ensures that our brokers meet that 30 second requirement, allowing them to respond faster and maintain our exceptionally high standards.”

Adlib provides enterprise-grade, best-of-breed content-to-PDFtransformation capabilities to Global 2000 customers such as Mercator and those in other document-intensive and highly-regulated industries such as insurance and financial services. Adlib turns volumes of content and intellectual property into digital assets that can be easily accessed, shared, leveraged and archived. Adlib is uniquely designed to streamline document-intensive business processes to improve efficiency, mitigate compliance-related risks and reduce costs for the growing number of companies whether they are using an Enterprise Content Management (ECM) system or Microsoft® SharePoint®.

“We are delighted to see how effectively Mercator used Adlib as part of its successful initiative to provide world-class customer support,” said Peter Duff, president and CEO at Adlib. “We’re happy to play a role in Mercator’s strong reputation for customer service and system innovation. With Adlib enabling rapid responses, Mercator is positioned to lead the industry in customer satisfaction.”

The Adlib Platform is currently available directly from Adlib. For more information, call 866.991.1704 or visit the Adlib website at

About Adlib

Adlib is a leading expert in document-to-PDF transformation, enabling the world’s largest organizations to improve the efficiency, quality and control of document intensive business processes with content-to-PDF transformation solutions to optimize productivity, mitigate risk and reduce costs. Being the trusted technology provider to Global 2000 organizations, Adlib brings over a decade of expertise supporting more than 5,000 international companies and government organizations to help them reduce the financial exposure and risk of non-compliance with regulatory agencies; reduce IT costs by centralizing document transformation; and leverage content-to-PDF as a shared service across the enterprise. Adlib is a proud Microsoft Certified Gold Partner and a member of the PDF/A Competence Center. For more information, visit

About Mercator

Mercator is a member of The Baloise Group. Based in Basel, Switzerland, The Baloise Group is a European provider of insurance and pension solutions. It is positioning itself as an insurer with intelligent prevention, the "world security". In Switzerland it operates as a focused financial services provider, a combination of insurance and banking. The other markets are Germany, Austria, Belgium, Luxembourg, Liechtenstein, Croatia and Serbia. The global network has its own sales organization, brokers and other partners. The business with innovative pension products for private clients throughout Europe operates Baloise with their competence in Luxembourg and Liechtenstein. The share of Baloise Holding AG is listed on the main segment of SWX Swiss Exchange. The Baloise Group employs approximately 9,400 people worldwide

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Marnie Middlehurst
Director, Marketing Communications
Adlib Software
905-631-2875 ext. 294
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Kenny Lamoot
+32 3 247 22 89

Joe Palladino
Schwartz Communications