How A Major Insurance Company Leveraged Process Automation to Transform Customer Experience

Everyone is talking about digital transformation. We understand that new technologies are disrupting traditional approaches to business and how we engage with customers, and are looking for ways to take advantage of technology to enable change in our companies.

Not every company is having success with digital transformation, though. Some have tried to start by revamping customer interfaces to be more visually appealing and user-friendly, but realized (often too late) that they only scratched the surface.

The path to true digital transformation is not simply about creating better customer interfaces. It’s about transforming customer experience–oftentimes by getting deep into underlying systems; leveraging workflow, rules and automation; and, ultimately, providing the right information to the right people at the right time to make the right decision.

I wrote about this not too long ago. I talked about the amount of work that goes into creating a truly seamless customer experience. Yes, it’s developing nice interfaces but also integrating business systems, aggregating data, processing business rules and finally exposing the resulting information back up to that pretty interface.

One of my customers, a major health insurance company, embraced business process automation to orchestrate interaction with their legacy systems and have embarked on a number of digital transformation projects that are focused on improving the customer experience–all by “exposing” process automation to the beautiful mobile and web portals they had built.

How is process automation helping them? Well, it helps that they use everteam.ibpms (surprised, aren’t you?). With open standards and a low code approach to process automation, our business process automation software enables our customers to orchestrate processes that feed portals, web applications, mobile apps and even “windows” in line of business software systems. It all starts with the simple creation of a process map or workflow, and building the automation directly on top of that map.

My customer mapped out the processes that fed their portals, then leveraged connections to their underlying systems, web services, and data sources; added business rules, SLAs, routing and processing; and then took the resulting information and surfaced it in their portals, web and mobile applications. And they did it quickly–in about 8 weeks from start to finish.

They are now using everteam.ibpms as the BPA platform that provides integration of all the underlying systems in their company needed to support new and enhanced applications that serve customers, providers, call centers and sales teams.

This approach to improving customer experience doesn’t simply look at how to improve interfaces. It looks at all the information needed to help the customer (whether that’s an end customer, provider or an employee who supports the end customer) and how it needs to be delivered. Then it looks at where information needs to come from, what rules and processing apply and how to deliver that information back to the customer in a consistent, quick, and easy to understand manner–all the while monitoring the process end to end for compliance and improvement.

Sound interesting? Let’s have a conversation.

Dan Griffith
Sales Director, US and Canada

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