Broadspire Enhances TPA Services with Consolidated Claims Data

At Broadspire, a leading third-party administrator (TPA) to employers and insurance companies, more than 2,000 employees handle approximately 400,000 new workers’ compensation, auto and general liability claims for clients each year.

The company was looking for ways to improve its TPA operations but found that it needed new software to replace its aging legacy claims systems. Broadspire looked at software on the market, narrowed the field to a handful of technology vendors and chose CSC’s RISKMASTER software.

“We needed specific capabilities that allow for efficiency and effectiveness of our claim management,” recalled Ken Martino, president and CEO of Broadspire. “We wanted to make it easier for adjusters to handle claims, so we wanted to make sure the system had a lot of automated tasks.”

Supporting Return-to-Work and Streamlined Processes

“Data was also key in our selection process,” Martino added. “Our clients have an insatiable thirst for data. It’s got to be easy to use, easy to understand, so that we can analyze and assist our clients in reducing their overall loss costs.”

A key differentiator for Broadspire is the company’s focus on return-to-work programs for clients. “Clients are really interested in being able to capture all of their employees’ lost time incidents for workers’ comp, and so we needed robust capabilities in that area,” Martino said.

Broadspire, which is part of Crawford & Company, the world’s largest independent provider of claims management solutions, rolled out the new claims system to about 2,000 employees. RISKMASTER has been interfaced with numerous internal systems and external client systems, helping Broadspire eliminate duplicate entry of information and streamline processes.

“When our client has a unique medical management operation or risk management information system requirement, then we have to have the ability to interface with whatever vendor partner or service that they are integrating with,” Martino said.

Mark Stergio, CIO of Broadspire, added, “With the volume of claims that we have historically and currently, the scalability of the platform and performance are also critical. When all is said and done, we will have about 15 million claims on the system.”

Improving Analysis of Client and Internal Data

In addition to including a host of automated features such as diaries, mail merge and data import tools, the new system enables Broadspire to track an unlimited number of data elements simply by adding new fields. “Having the flexibility to add custom data elements and being able to utilize the data differently is an important part of what we do for our customers,” Martino added.

Not only can Broadspire track and report on loss trends for clients, but the company’s operations managers can use the data to improve internal performance.

“We’re looking at the duration of claims, and we’re building features into the system that allow us to know where we are in the life of all of our claims,” Martino said. “And then we’re developing strategies that can help reduce the amount of the time it takes for a claim to reach closure.”

Global Support Network

In addition to licensing the CSC software, Broadspire uses CSC’s service teams to meet spikes in demand for both IT and operations support.

“We reach out to CSC to bring in temporary staff to help meet that demand, and that has worked very, very well,” Stergio said. “We use both CSC’s IP as well as non-IP resources, and it’s been a very successful relationship.”

Another development in the relationship has been Broadspire’s participation in CSC’s customer community, which includes hundreds of business and technology members. Stergio also serves on the RISKMASTER Advisory Council, which helps set the strategic direction for the software and future enhancements.

“The support network and understanding of the business have been important parts of our work with CSC,” Stergio said. “CSC has multiple clients working in this space, and we’ve been able to leverage that knowledge across our businesses.”

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Read the full case study (279 KB PDF).

Watch a video interview with Broadspire CEO Ken Martino and CIO Mark Stergio.