Customer needed a case management system to manage and handle international claims. At each stage of the claims management process, there is a lot of correspondence by e-mail, mail and telephone with various parties. Consequently, there is a lot of data recorded and a need to structured processes to run a more efficient business.
Business Need: Customer needed a case management system to manage and handle international claims. At each stage of the claims management process, there is a lot of correspondence by e-mail, mail and telephone with various parties. Consequently, there is a lot of data recorded and a need to structured processes to run a more efficient business.
Solution: The main features of the system can be summarized as follows: Complete management and support of the claim process, with adequate freedom for the processor Process-driven based on the service level agreements signed with the customer, including deadline monitoring and escalation Process follow-up based on clear milestones Real-time insight into the workload, and workload forecasting Accurate financial forecasting Complete integration with back-office systems, where accounting and payments are managed Incoming and outgoing emails are automatically identified and linked to the correct file Outgoing documents are automatically generated, ensuring consistent communication
Results: All these elements are now fully integrated into a 360 degree view on the case, in Mendix, where both structured and unstructured data is displayed in the correct context. The unstructured data comes from the document management system, in which all incoming and outgoing mail is automatically archived and can be accessed directly by the case managers. The complete management is driven by business rules/decisions that can be managed by customer. The decisions determine the management and distribution of cases. Business rules determine who does what, when this should be done and what activity should be handled next. This process management approach gives the business complete control!