DIGITAL PROCESS AUTOMATION AND ANALYTICS TO SUSTAIN GROWTH

Transcription

1 DIGITAL PROCESS AUTOMATION AND ANALYTICS TO SUSTAIN GROWTH

2 Summary 2

3 ABOUT ADIS

4 Insurance broker agency, founded in 1981 Subsidiary of Axa France Management center of AGIPI, an association of insured persons for retirement, savings, borrower and healthcare More than35 years of experience 4 More than managed contracts

5 Our expertise Insurance of person(s) Our mission Design and manage customized insurance solutions Our job Administrative and financial management of insurance contracts Design and development of IT tools for management and sales support Support and training of distribution networks 5

6 Based in Alsace, France 43 M turnover new contracts in M Actuarial Reserves 350 employees 6

7 INITIAL CHALLENGES

8 Context Perpetuate the level of quality by Dematerialize and automate tasks that are actually manual and/or with low values Adopt a process-oriented approach Focus tools on user experience Project goals Adopt an end to end vision from the resellers to the administrative back-office Share our workflow traceability with our partners (real time vision) Give managers a visibility on the volume of activity Give users an ergonomic, user-friendly and powerful tool 8

9 TODAY SOLUTION

10 Roadmap Start TIBCO products installation Process and UI development Optimization Automatization Time response New features Initiative launch Inventory Market analysis TIBCO selection First features Test and learn Generalization 10

11 Roadmap Extension Integration of other business activities Opening Integration of salespeople in the process Finish Integration of last business activities 11

12 Logical architecture 12

13 SUCCESS TO DATE

14 Business metrics 1 2 Absorption of a 100% increase in last 2 years activity 38 % of online subscription 4 3 From monthly reports to daily reports SLA definition for salespeople Max. time for insurance acceptance : 4 days Avg. time for insurance acceptance : 3 days 14

15 IT metrics new transactions per week instances of process currently running different types of process 300 active users 15

16 LESSONS LEARNED

17 Agility User friendly Data driven 17

18 Agility Test and learn Validation of the features in «real» by a few groups Extension of chosen features to others teams Agile ceremonies Sprint planning Daily stand-up Iteration review Retrospective Multidisciplinary team IT developers UX Designer Insurance expert Quality manager 18

19 User Friendly Context : Passing from paper to digital is a major change, teams don t want an other painful tool Objective (goal ou aim) : Easy to use Efficient Pretty KPI : CC1 Reponse time Use rate Satisfaction survey 19

20 Diapositive 19 CC1 Response? Chloé CHEMIN; 09/08/2018

21 Let s see an example with our backoffice application : TIANA

22 Work views 21

23 Work item 22

24 Business forms 23

25 360-degree view 24

26 Cross channel One work view for multiple channels : paper, mail, phone, chat Paper Mail Chat 25

27 Cross canal - phone Incoming / Outgoing calls can be transformed to process 26

28 Cross canal - chat 27

29 Data driven Our guidance : provide real time indicators while new process are still deployed Objectives (Goal / aim) : Easily adoption by management Anticipatory rather than reactive management 3 type of reports : Operational view Weekly state Top management report 28

30 WHAT S NEXT?

31 Automate Continue automation of low added value tasks Selfcare Allow salespeople and/or client to perform tasks historically done by the backoffice Proactive Use predictive analysis to anticipate trends 30