Business process improvement initiatives can yield efficiencies that have a direct impact on the bottom line. For NFU Mutual, the decision to automate its paper-based claim processing workflow is already starting to bear fruit. Whereas before, supervisors would distribute the incoming paper claims manually, the steps behind NFU’s claims processing are now orchestrated by TIBCO BPM solutions, and incoming claims are being automatically allocated to its agents. The system is smart enough to know when to route the claims to other offices if a particular office is swamped by high volumes of claims triggered, say, by a local disaster.
Since implementation, NFU has seen improved efficiencies, including a reduction of some 4,000 paper files, which in turn has freed up office space. Meanwhile, supervisors are free to focus on high-value assignments rather than allocate claims to employees, and backlogs are minimized as claims are being routed to offices with lighter loads. NFU Mutual is using TIBCO ActiveMatrix BPM, TIBCO Nimbus and TIBCO Spotfire to optimize its claims-handling process.
For more, check out this feature article in Computerweekly.com.