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

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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

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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.

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Workflow Mastery: Review of Tools

Brian Mack, VP of Sales & Marketing at Systema Software

Claim Transfer

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Litigation Calendar - Week

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Litigation Calendar - Month

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Outlook Invite

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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

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What we had…

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Disaster RecoveryDisaster Recovery

What we had…

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Overcoming Claims Challenges

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“Makeeverycustomerexperienceincredible.”

Claims Philosophy

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Leverage Social Media to Improve Customer Service

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Customer Experience

Client Acquisition

Huddles

Understand Vehicles

Claims Workshops

Driver Programs

Direct Repair 

Programs

Paperless

Initiatives

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21

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Policy Integration

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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

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Document Management

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Workflow InitiativesElectronic Check 

Payment

Outsourcing

Integration Outlook 

Email Saving

B2B Collaboration

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On Demand Electronic Signature

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Web Portal Reporting

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Claims Dashboard

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Excel Spreadsheets

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 ‐ 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

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Average PD Days

KPI Closure Rates

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Segmentation Example

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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…

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Q&A