Making the Most of Work Management Through Automation

The concept of work management has been around for years. The majority of insurers, however, are still just getting marginal benefits from work management systems.

“Most insurers have taken a very document-focused approach to work management but have missed the true Holy Grail, which is automating manual processing tasks using business process management (BPM) technologies,” said Tim Kennedy, director of research and development for CSC’s Life and Annuity division. “And that’s where you get the bulk of the benefit.”

The advantages of automation are far-reaching. More than just saving time and holding down personnel costs, automation gives insurers the means to truly streamline business processes. Automating manual processing tasks lets insurers eliminate duplicate data entry, move toward a completely paperless environment and process multi-day functions.

Taking Imaging to the Next Level

Streamlining business functions can be accomplished with workflow management and advanced rules engines. Insurers accomplish tasks like back file imaging by sending the file for scanning once the new case is processed. The whole work process is still basically manual.

Managing Customer Service Performance

Automation can improve customer service. Productivity savings gained by automating manual processes frees up capital to invest in service technologies.  By managing work electronically, insurers obtain robust reporting allowing them to pinpoint issues before they become problems.

“As work starts backing up in one area, you can alert your staff to the potential backlog and avoid customer service problems by re-directing work appropriately,” Kennedy noted. “The enablement of performance management is core to customer service automation."

Software to Accelerate the Process

CSC’s Customer Service Accelerator™ includes capabilities that allow organisations to adjust workflows to meet changing dynamics. In addition to scanning, imaging, work assignment and routing, it helps manage activities with multiple systems and outside vendors.

Customer Service Accelerator (PDF 422KB) helps organisations cut costs and provide faster, improved service to customers.