Wed june25300pmworkflowmastery

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  • 1. Workflow Mastery Wed, June 25, 3:00-3:45 pm
  • 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. Workflow Mastery: Key Concepts Brian Mack, VP of Sales & Marketing at Systema Software
  • 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. 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. Workflow Mastery: Review of Tools Brian Mack, VP of Sales & Marketing at Systema Software
  • 7. Claim Transfer 7
  • 8. Litigation Calendar - Week 8
  • 9. Litigation Calendar - Month 9
  • 10. Outlook Invite 10
  • 11. Workflow Mastery: Insurer Case Study Craig Scott, Senior Manager of Products, Technology & Operations at Saxon Insurance
  • 12. Auto Insurance Employer’s Liability Workers’ Compensation Contents Insurance
  • 13. Timeline of Events 13
  • 14. What we had… 14
  • 15. Disaster RecoveryDisaster Recovery What we had… 15
  • 16. Overcoming Claims Challenges 16
  • 17. “Make every customer experience incredible.” Claims Philosophy 17
  • 18. Leverage Social Media to Improve Customer Service 18
  • 19. ? Customer  Experience Client  Acquisition Huddles Understand  Vehicles Claims  Workshops Driver  Programs Direct  Repair  Programs Paperless Initiatives 19
  • 20. 20
  • 21. 21
  • 22. 22
  • 23. Policy Integration 23
  • 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. Document Management 25
  • 26. Workflow Initiatives Electronic  Check  Payment Outsourcing Integration  Outlook  Email Saving B2B  Collaboration 26
  • 27. On Demand Electronic Signature 27
  • 28. Web Portal Reporting 28
  • 29. Claims Dashboard 29
  • 30. Excel Spreadsheets 30
  • 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. Segmentation Example 32
  • 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. Q&A