Workflow Mastery
Wed, June 25, 3:00-3:45 pm
Agenda
Brian Mack, VP of Sales & Marketing
Systema Software
 Workflow Mastery: Key Concepts & Demo of Tools
Craig Scott, ...
Workflow Mastery:
Key Concepts
Brian Mack, VP of Sales & Marketing at Systema Software
Workflow Management: Key Concepts
 Flexible business rules – simple and complex rules to easily
configure task and workfl...
Workflow Management: Key Benefits
 Use KPIs, reporting, and dashboards to improve claims-handling
performance
 Enable st...
Workflow Mastery:
Review of Tools
Brian Mack, VP of Sales & Marketing at Systema Software
Claim Transfer
7
Litigation Calendar - Week
8
Litigation Calendar - Month
9
Outlook Invite
10
Workflow Mastery:
Insurer Case Study
Craig Scott, Senior Manager of Products, Technology &
Operations at Saxon Insurance
Auto Insurance
Employer’s Liability
Workers’ Compensation
Contents Insurance
Timeline of Events
13
What we had…
14
Disaster RecoveryDisaster Recovery
What we had…
15
Overcoming Claims Challenges
16
“Make	every	customer	experience	incredible.”
Claims Philosophy
17
Leverage Social Media to Improve Customer Service
18
?
Customer 
Experience
Client 
Acquisition
Huddles
Understand 
Vehicles
Claims 
Workshops
Driver 
Programs
Direct 
Repair ...
20
21
22
Policy Integration
23
Claims Administration
Highlights:
• Real‐time reserving 
• Allocate tasks to remote resources, 
not within in claims depar...
Document Management
25
Workflow Initiatives
Electronic 
Check 
Payment
Outsourcing
Integration 
Outlook 
Email Saving
B2B 
Collaboration
26
On Demand Electronic Signature
27
Web Portal Reporting
28
Claims Dashboard
29
Excel Spreadsheets
30
 ‐
 10
 20
 30
 40
 50
 60
 70
 80
2013‐01 2013‐02 2013‐03 2013‐04 2013‐05 2013‐06 2013‐07 2013‐08 2013‐09 2013‐10 2013‐11...
Segmentation Example
32
Expansion of our Claims Dashboard
Direct Repair Program (B2B)
Early Claims Settlement (On the spot)
Expand Online Entry
Bu...
Q&A
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Wed june25300pmworkflowmastery

  1. 1. Workflow Mastery Wed, June 25, 3:00-3:45 pm
  2. 2. Agenda Brian Mack, VP of Sales & Marketing Systema Software  Workflow Mastery: Key Concepts & Demo of Tools Craig Scott, Senior Manager of Products, Technology & Operations Saxon Insurance  Workflow Mastery: Insurer Case Study 2
  3. 3. Workflow Mastery: Key Concepts Brian Mack, VP of Sales & Marketing at Systema Software
  4. 4. Workflow Management: Key Concepts  Flexible business rules – simple and complex rules to easily configure task and workflow automation  Document management – drive paperless claims processing  Business intelligence tools to track key performance indicators (KPIs), predict trends, and automate the delivery of reports  Dashboard-driven processing to manage examiner caseload  Tight integration with MS Office, e.g. Excel, Word, and Outlook  Seamless integration to more easily connect systems and create an end-to-end electronic enterprise 4
  5. 5. Workflow Management: Key Benefits  Use KPIs, reporting, and dashboards to improve claims-handling performance  Enable staff to work with increased focus, speed, and efficiency  Oversee and manage examiner caseload, automate the assignment of complex cases to more experienced staff  Enhance customer service; deliver timely, responsive, and personalized service in your claims process  Grow your business and expand market share  Adapt to ever-changing insurance environment, e.g. introduce new insurance products, accommodate new requirements, etc. 5
  6. 6. Workflow Mastery: Review of Tools Brian Mack, VP of Sales & Marketing at Systema Software
  7. 7. Claim Transfer 7
  8. 8. Litigation Calendar - Week 8
  9. 9. Litigation Calendar - Month 9
  10. 10. Outlook Invite 10
  11. 11. Workflow Mastery: Insurer Case Study Craig Scott, Senior Manager of Products, Technology & Operations at Saxon Insurance
  12. 12. Auto Insurance Employer’s Liability Workers’ Compensation Contents Insurance
  13. 13. Timeline of Events 13
  14. 14. What we had… 14
  15. 15. Disaster RecoveryDisaster Recovery What we had… 15
  16. 16. Overcoming Claims Challenges 16
  17. 17. “Make every customer experience incredible.” Claims Philosophy 17
  18. 18. Leverage Social Media to Improve Customer Service 18
  19. 19. ? Customer  Experience Client  Acquisition Huddles Understand  Vehicles Claims  Workshops Driver  Programs Direct  Repair  Programs Paperless Initiatives 19
  20. 20. 20
  21. 21. 21
  22. 22. 22
  23. 23. Policy Integration 23
  24. 24. Claims Administration Highlights: • Real‐time reserving  • Allocate tasks to remote resources,  not within in claims department  • Tools: notepad, Outlook, tasks,  diaries, and events • Covered vehicles: 1,800 to 8,000  • Headcount: 2 to 3.5 in claims 24
  25. 25. Document Management 25
  26. 26. Workflow Initiatives Electronic  Check  Payment Outsourcing Integration  Outlook  Email Saving B2B  Collaboration 26
  27. 27. On Demand Electronic Signature 27
  28. 28. Web Portal Reporting 28
  29. 29. Claims Dashboard 29
  30. 30. Excel Spreadsheets 30
  31. 31.  ‐  10  20  30  40  50  60  70  80 2013‐01 2013‐02 2013‐03 2013‐04 2013‐05 2013‐06 2013‐07 2013‐08 2013‐09 2013‐10 2013‐11 2013‐12 2014‐01 2014‐02 Average OD Days 0 10 20 30 40 50 60 70 2013‐01 2013‐02 2013‐03 2013‐04 2013‐05 2013‐06 2013‐07 2013‐08 2013‐09 2013‐10 2013‐11 2013‐12 2014‐01 2014‐02 Average PD Days KPI Closure Rates 31
  32. 32. Segmentation Example 32
  33. 33. Expansion of our Claims Dashboard Direct Repair Program (B2B) Early Claims Settlement (On the spot) Expand Online Entry Business Intelligence Dashboard  Electronic Signature Task Management Template Generation On the Horizon… 33
  34. 34. Q&A
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