Transcript Business

Business Transformation
Beyond providing change
Connecting the dots
Power to people through better processes
What Businesses want ‘Transformed’
Beyond another system
Enterprises are always looking for better reasons to invest in IT
at different levels of their business model
CUSTOMER SERVICE
OPERATIONAL
MANAGERIAL
How do I deliver superior
customer service?
How do I effectively manage
documents?
How do I obtain rich visibility
across business processes?
How do I quickly respond to
agents and partners?
How do I optimize operational
efficiency and reduce costs?
How do I improve compliance
with regulatory provisions?
What Businesses want ‘Transformed’
Beyond another system
How
Case Management
Knits
Business
With IT
Key Factors
That Influence
Enterprise
Operations
Customer
Document
Information
Management
Management
Operational
Operational
Procedures
Procedures
Generic
Enterprise
Management
Operations
AWPL Case Management
Case
Platform for Banking
Business
Operational
Visibility
and
Visibility
Statistics
Tools
Business
Business
Rules and
Process
Definition
Definition
Tools
How Technology can Transform
Beyond traditional promises
A look at how AWPL’s Case Manager addresses these touch points
Operational Procedures
Case
Analysis
Business Visibility Tools
Case
Capture
Business Definition Tools
GENERIC
BUSINESS
SCENARIO
Case
Definer
Document Management
Case
Processing
Insurance Business Transformation
A Case Study
Dotsphere Case Manager Enables Key Process Transformation For
Enhanced Operational Efficiency for a reputed Insurance Company
BETTER CUSTOMER SERVICE
FASTER PROCESSING
SIMPLER DOCUMENT MANAGEMENT
The Challenges
Transformed New Business
BETTER CUSTOMER SERVICE
The Execution
DIGITIZATIONThe Challenge
Enabled a paperless environment by
allowing remote locations of
EXPANDING CUSTOMER
partners/agents
to enter BASE
customer
Completely agent
and
partner
driven
information
directly
into
the system,
working at remote
locations
minimizing
human errors
CUMBERSOME OPERATIONS
EASY CORRESPONDENCE
Extensively paper
based with
high influx
Digitization
of documents
through
of documents
which
led tousers
human
Guided
Data Entry
helped
to errors,
track
loss of documents,
logistical
issues during
documents
for quality
and compliance
movement
of documents
for processing
and
correspond
with customers
CENTRALIZED PROCESSING
SIMPLER
Branches PROCESSING
across a large geographic spread
Customer
data is accessible
remotely
from
lead to enormous
amounts of
distributed
across
locations
and routed to underwriters
customer
information
for further processing
The Challenges
Transformed Underwriting
FASTER PROCESSING
The Execution
The Challenge
AUTOMATED RISK COMPUTATION
HIGHER
AROUND
TIME
Total
sumTURN
at risk
is automatically
Movementthus
of documents
between
computed
enabling quick
decision
agents/partners
and
centralized
making by underwriters once they
processing
unitfrom
delayed
receive
a case
Newoperations
Business
MULTIPLE
SYSTEMS
SINGLE,
UNIFIED
INTERFACE
Underwritersfrom
hadexisting
to look at
multiple
Information
systems,
systems before
takinginformation,
decisions on a case
customer
application
leading to higher
processing
time
associated
documents
and processing
tools are all available on a single screen
SLA ACHIEVEMENT
AUTOMATED
TASKtook
ROUTING
Operational issues
a toll on SLA
Work
allocated
to
underwriters
based on skill
benchmarks and deterred business
levels
and business needs so no case remains
performance
pending for long, boosting SLA achievement
The Challenges
Transformed Document Management
SIMPLER DOCUMENT MANAGEMENT
The Execution
The Challenge
DOCUMENT STORAGE
Digitized customer data led to easy
management
of business
critical
INCREASED LOOSE
DOCUMENTS
information
Growing customer based led to increased
amount of loose documents eating up
GUIDED
ENTRY
physical DATA
storage
space
Any form of customer information (paper
or digital) could be entered into the
MANAGING CUSTOMER INFORMATION
system and accessed across operations
Underwriters had to refer loose
documents, existing IT and use human
DOCUMENT
COMPARISION
intelligence to
drive processes
Double panel layout helps underwriters
refer associated documents to drive
quicker processing
The Results of Transformation
Some benefits reaped
43-50% improvement in TAT
Policy Issuance Confirmation delivered within
30 minutes prior to Premium calculation
Processing time dropped from 8-14 days to 4-8 days
from application submission to policy delivery
50% increased SLA achievement across operational
regions
Influenced the regional Target Operating Model
Thank You
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