BPM FOR THE INSURANCE INDUSTRY:

Transcription

1 ocurements solutions for financial managers 1 CASE STUDY BPM FOR THE INSURANCE INDUSTRY: Automating Customer Response Processes and More BonitaSoft democratizes business process management (BPM) by bringing powerful, easy-tointegrate, and user-friendly, open source BPM to organizations of all sizes and industries. With Bonita Open Solution, organizations can model, automate and optimize process workflows in Finance, Human Resources, Sales, Marketing, Supply Chain, E-Government, and more. The fastest-growing BPM provider, BonitaSoft has more than 1,500,000 downloads, 400 customers and 15,000 community members.

2 CASE STUDY 2 TABLE OF CONTENTS 1. BUSINESS CONTEXT BUSINESS GOALS EVALUATION OF PRODUCTS THE IMPLEMENTATION KEY RESULTS AND CLIENT SATISFACTION... 5

3 CASE STUDY 3 1. BUSINESS CONTEXT BonitaSoft has been working with a leading insurance holding company whose member companies offer a wide variety of investment services, such as life insurance, annuities, and securities. The company has several member organizations, including national securities and annuities groups. Additionally, the company earns several hundred million dollars annually through the hard work of thousands of employees. 2. BUSINESS GOALS This company, a leader in the North American insurance industry sought to increase revenue while reducing costs. They were driven to become more efficient in order to pass along savings to their customers and stakeholders. The business of insurance is a human-intensive endeavor; so improving the efficiency of labor-intensive service processes was of high interest. In order to reach target levels of improvement, this company began tracking activity reporting to understand the historical trends of processes, and identify which ones would lend themselves most easily to a business process management (BPM) approach. The company was also looking for a BPM solution to streamline processes across its diverse corporate holdings. The company s goal was to increase agile methodologies via BPM, with the hope of going paperless by This company is currently in the process of gathering user stories to better design and map over 40 separate processes. The mandate for this company is to improve efficiency by automating traditionally manual processes. Once a given process, such as invoicing payments, is fully mapped, the focus will shift to making the process paperless via an automated online service built in Bonita Open Solution.

4 CASE STUDY 4 3. EVALUATION OF PRODUCTS When evaluating BPM solutions, the company needed a tool that could: Be easily configurable Be able to easily integrate with third party messaging tools such as Java Message Service (JMS) Be able to provide message event mapping of variables Integrate into an established, large, and complex IT environment The company reviewed IBM BPM Process Server, but this solution was not cost effective. The company also considered jbpm but noted this solution was not ideal for the company s Business Analysts who would be using the solution regularly. Many of the company s employees also had experience with Lombardi, PegaSystem, Intalio and AWD Perspective. However, the company chose Bonita Open Solution as it provided a sound technical architecture and an easy-to-use user interface. This insurance holdings company chose version of Bonita Open Solution s Teamwork Subscription Pack, which includes features such as LDAP synchronization, a shared repository and a Salesforce.com Connector and Wizard. Additionally, Bonita Open Solution was Open Source and more cost effective than other alternatives. The Business Analysts were easily able to use the Studio for process modeling in Bonita Open Solution. Users also appreciated that processes could be deployed in very diverse IT environments. 4. THE IMPLEMENTATION This company will primarily use Bonita Open Solution to: Track the new business pipeline, including nearly 100,000 applications a year spanning up to 8 processes during the application s lifetime Manage all documents received. Manage standard insurance claims processing. Manage any changes to annuity claims. Track receipt of more than 1,000,000 documents. Automate their entire procurement process.

5 CASE STUDY 5 5. KEY RESULTS AND CLIENT SATISFACTION This company also chose to participate in several training sessions to accelerate their implementation of Bonita Open Solution. Over 25 developers, architects and business analysts were trained to evangelize Business Process Management within the company. The training fostered stronger communication between IT and the business, with the goal of building a continuous integration between these two fields. Additionally, several developers and business analysts were trained during another BonitaSoft class on Business Process Application Development. They learned to develop a process in Bonita Open Solution, connect this process to external information systems, and deploy the process as a business process application. The company plans to make BPM a part of their company-wide Agile methodology for improving internal processes. The business analysts who use Bonita Open Solution are also Scrum Masters who interface with Product Managers. Because of BPM, they will be equipped with information that allows them to better report to the application development team. With their ambitious goal of automating not one but many of their critical business processes, the company chose to start small by targeting several first projects such as automating their Customer Service response process. Well ontrack in the pilot stage of their deployment, the company sees itself on-target to meet their goal of becoming paperless by They plan to implement several other processes by the end of For further information on applying BPM technology in the insurance industry, see BonitaSoft s white paper, Claims Management with BPM.

6 ocurements solutions for financial managers 6 HEADQUARTERS GRENOBLE, FRANCE 32, rue Gustave Eiffel Grenoble EMEA, ASIA & LATIN AMERICA PARIS, FRANCE 73, rue de Sèvres Boulogne NORTH AMERICA SAN FRANCISCO, CALIFORNIA USA 51 Federal St. Suite 305 San Francisco, CA BonitaSoft democratizes business process management (BPM) by bringing powerful, easy-tointegrate, and user-friendly, open source BPM to organizations of all sizes and industries. With Bonita Open Solution, organizations can model, automate and optimize process workflows in Finance, Human Resources, Sales, Marketing, Supply Chain, E-Government, and more. The fastest-growing BPM provider, BonitaSoft has more than 1,500,000 downloads, 400 customers and 15,000 community members.