We helped a major life insurance and annuity provider improve their processes with business process management.
A major life insurance and annuity provider had disparate systems for managing various parts of their core operational processes, including visibility, transparency and communication.
Each team interacting within the core processes had their own systems, reports and business rules. This led to higher-than-normal processing times and costs, low customer satisfaction rates and an overall lack of measurement around effectiveness. The client tried resolving these issues in the past but failed due to a lack of alignment between business and technology stakeholders and limited subject matter expert exposure. The client decided to try again to resolve these issues by implementing a new system across all their lines of business. The implementation team now needed to ensure a smooth transition from existing systems to new ones. This also created a need to improve customer service levels by providing better communication about processing times, faster claim payments and improving customer experience. In short? The client needed help improving their process orchestration. We define process orchestration as the end-to-end coordination of systems, people, information and processes through automation.
