Ultimus Business Process Management platform and solutions

1. Ultimus Business Process
Management
Mihails Galuška
Nexum Insurance Technologies
mihails.galuska@nexum.lv
+371 29137360

2. Fight the lag time!
50% Reduction in Task Time Drives to 10% Reduction in Process Time
50% Reduction in Lag Time Drives to 40% Reduction in Process Time

3. Business process management
20% theory + 80% practice
◊ Construct the process (Quality)
◊ RUN & EXECUTE (Operations)
◊ Measure the process (task/lag time, process costs)
◊ Analyze
◊ Change (close the loop)

4. Fact view Process view
Goal – collect information, core Goal – excellent customer &
business operations with accounts, internal service, fast and
products, HR, contracts accurate operations, control
HR system, Accounts,
Transactions, Contracts,
Document storage
Web access + Task automation
Fast communications
Operational control
Error-free operations

5. Incoming invoice < 10 000 EUR
&
contract exists
< 1 000 EUR
&
contract exists

6. Smart process routing
Weighted groups
30%
70%
Persons or groups
Relative job
functions
Job functions
Queues

7. Business rules
◊ Prioritize and classify contracts
◊ Set up automated reminders
◊ Define roles and deadlines
◊ Workload distribution
◊ Employee cost rates

8. User view - individual task lists
• Real-time task lists - no reporting overhead
• Prioritized active, completed, overdue, urgent tasks,
• Outlook, browser or other application
• Shared Inboxes

9. project
manager

11. Archive man

12. bookkeeper
supplier

13. Document library
• All contract documents in one place!
- Contracts
- Appendixes
- Reports
- Invoices
- Payment orders
- Reminders
• Access anytime from anyplace
NEXUM Insurance Technologies

14. Debt collection
Automated reminders and invoices Commission payment control
Benefits: no human interaction to Benefits: no cash fraud and undue
calculate, prepare and send them payments to brokers
Debt information comes directly
from accountancy
Benefits: Debt collection
starts immediately
Classification according to predefined
business rules
Benefits: focus on the most
promising and important debts,
optimized workload

15. Product patterns
Product First reminder Call Contract Pass to external Write-off
break collector
Loan secured +5 days, +10 days, customer +60 days, +90 days, +720 days,
with income automatically manager lawyer automatically accountant
>2000 LTL >2000 LTL >2000 LTL >2000 LTL >2000 LTL
Loan against +10 days, +15 days, customer +60 days, +90 days, +360 days,
surety automatically manager lawyer automatically accountant
>2000 LTL >2000 LTL >2000 LTL >2000 LTL >500 LTL
Real estate +2 days, +10 days, customer +30 days, +45 days, <auction
loan automatically manager lawyer automatically process>
>5000 LTL >5000 LTL >5000 LTL >5000 LTL
Loan up to +5 days, +7 days, customer +15 days, +30 days, +360 days,
3000 kroons automatically manager lawyer automatically accountant
>150 LTL >500 LTL >500 LTL >500 LTL >500 LTL

16. Solution – business rules
• Debt sizing, classification and prioritization
• Debt with/without loan security
• Schedule for reminder letters
• Roles and task completion time
• Employee cost rates

17. Customer&user view - automated reminder letters
• Different media – e-mail, fax, post mail, SMS
• Automated generation and distribution using message templates
• Always sent on-time
• To be used for 80% of debts
• No human power required!

18. What results in better debt recovery?
Konstatēt problēmu
◊ Recovery rate,
◊ Older than X days...
◊ # of bad debts

19. Process bottlenecks and performance

21. Architecture (SOA)
Core business functions: Process context:
Account operations Ultimus BPM
Core system
Alerts and notifications: Centralized document storage:
E-mail service Microsoft Sharepoint

22. Custom front-end, customer portal

23. Custom front-end, customer portal

24. Custom front-end, customer portal

25. Claims administrator

26. Process changes
26

27. Architecture (SOA)
Core business functions: Process context:
Information and document view Ultimus BPM
Information
Documents
Alerts and notifications: Centralized document storage:
E-mail service Microsoft Sharepoint

29. Hiring/firing

30. Correspondence management

31. Contract lifecycle management

32. Incident management, Call center

33. Sales process, lead management

34. Development and launch of new product

35. BPM Results – Productivity, costs, errors
Process Result, savings
Credit Card Request 470% more applications with same staff
Internal infrastructure service From 5 to 100 requests daily with the
request same staff
Customer Service 62% less time needed with same amount
of requests
Job Application Process Throughput increased by factor 5
Reduction of fax costs Reduction of communication costs
between 2200 locations and HQ (95
Processes)
HR Process: Leave Management 1 employee
Insurance claims management Average time to decision reduced from 10
days to 15 hours (best time – 3 hours)