When your company operates in 22 countries, it ends up with a lot of diverse content spread across systems. Even more so when you grow by acquiring other companies with their own systems in place. These factors can make it quite challenging to find simple answers to questions, even when those answers lie within your existing trove of content.
That scenario was the reality for Pan-American Life Insurance Group (PALIG), a leading provider of life, accident, and health insurance across the Americas. PALIG originally began using Box in 2019 as a central content storage solution. Today, they use Box for much more. Thanks to Box Hubs and Box AI, employees can find exactly what they need, no matter what language they speak or where they work.
The transformation from basic content management to AI-powered content didn’t happen all at once. But for companies drowning in data and documents, PALIG’s journey offers a clear path forward: organize first, then let AI do the heavy lifting.
Key takeaways:
- Pan American Life unified content from 22 countries with Intelligent Content Management from Box
- Employees can now ask questions in their own language and get instant answers from documents thanks to Box Hubs and Box AI
- The company dramatically reduced the time needed for critical tasks like vendor evaluations through AI-powered search
A global company tackles a universal problem
Over the years, PALIG has grown through acquisitions, each bringing its own systems and ways of storing information. This led to content scattered across different platforms, in different languages. “We had information everywhere,” explains Marco Antonio Duque, Director of Corporate Systems. “An employee in Costa Rica couldn’t easily access insights from our operations in Mexico, even if that information could help them serve customers better.”
The first step of PALIG’s content transformation was to move all content to Box, which gave them a central place to manage and secure content in the cloud. “We’ve been using Box since 2019,” says Duque, “initially for a very small use case, and now, it’s the full content storage solution for our whole company.”
The first step of PALIG’s content transformation was to move all content to Box, which gave them a central place to manage and secure content in the cloud.
But the company also needed the ability to understand and organize all that content intelligently, regardless of language or location, and enable employees to tap into the knowledge that existed within all that content.
From storage to intelligence
The real breakthrough came when PALIG began using Box Hubs to organize its content and Box AI to search it. Now, instead of manually searching through hundreds of documents, employees can simply ask questions within a Hub. Box AI understands what they’re looking for and pulls relevant information from across the Hub — even from documents in different languages.
Once we organized everything in Box Hubs, our employees could suddenly access insights they never had before.
Real results in everyday work
The impact of Intelligent Content Management shows up in practical ways. Within vendor selection, a process that used to require weeks of document review, teams now create a dedicated Box Hub for each vendor’s information. When someone from legal, compliance, or IT needs specific details on that vendor, they simply consult with Box AI.
“We see AI as a way to make our employees’ jobs easier,” Duque notes. Different departments can now work independently without waiting for others to find and share information — a significant change in how the company operates.
We see AI as a way to make our employees’ jobs easier.
Looking ahead: The future of insurance work
PALIG’s success with vendor management is just the beginning of its use of Intelligent Content Management. Duque envisions AI transforming every aspect of insurance operations for the company, including:
- Underwriting: Analyzing large datasets to make smarter risk decisions
- Marketing: Creating campaigns tailored to each country’s needs
- Fraud detection: Detecting patterns across millions of transactions
“The opportunities are endless,” he says. “We’re just scratching the surface of what’s possible.”
For business leaders considering a similar journey, Duque offers encouragement: “We should all be excited about living in these times. Technology will keep evolving. The key is finding partners who understand your specific challenges.”
The opportunities are endless. We’re just scratching the surface of what’s possible.
His advice is simple: Start with organizing your content, then layer in AI capabilities as your teams become comfortable. The result isn’t just better technology — it’s employees who can focus on serving customers instead of hunting for information.
PALIG’s story shows that digital transformation doesn’t have to be overwhelming. By taking it step by step and choosing the right technology partners, even the most complex global operations can become simpler and more intelligent.