Challenge
The client is one of the world’s leading insurance companies. The existing processes for their medical management division had grown organically as the department had increased. The case management process was support by multiple solutions and manual excel processes.
Key information such as case worker productivity was limited. The client was struggling to service new contracts which required SLA tracking and more transparency in service delivery.
Solution
psKINETIC utilised their case management accelerator in Appian to deploy a solution within 8 weeks. This consisted of online referral, workflow and task management.
Subsequent releases were delivered over a 6-month period providing CRM, network management, health surveillance and invoicing modules. The existing finance system did not support APIs or data imports so robotic process automation was used to keep the solutions in sync.
Outcome
- First solution delivered in 8 weeks
- Full platform implemented within 9 months
- 50% increase in case work productivity
- ROI of 3:1
- New contract wins directly as a result of the new solution