wed june25300pmworkflowmastery

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, Senior Manager of Products, Technology & OperationsSaxon Insurance

Workflow Mastery: Insurer Case Study

2

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 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

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

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

“Makeeverycustomerexperienceincredible.”

Claims Philosophy

17

Leverage Social Media to Improve Customer Service

18

?

Customer Experience

Client Acquisition

Huddles

Understand Vehicles

Claims Workshops

Driver Programs

Direct Repair 

Programs

Paperless

Initiatives

19

20

21

22

Policy Integration

23

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

Document Management

25

Workflow InitiativesElectronic 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 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

Segmentation Example

32

Expansion of our Claims DashboardDirect Repair Program (B2B)Early Claims Settlement (On the spot)Expand Online EntryBusiness Intelligence Dashboard Electronic SignatureTask ManagementTemplate Generation

On the Horizon…

33

Q&A