Published on 03-Mar-2011
Validated on 18 Dec 2012
Customer:
German Insurance Company
Deployment country:
Germany
Solution:
Business Integration, Business Process Management (BPM)
Overview
This German insurance company is an IT provider for one of Germany’s largest banking and financial groups, serving both its mortgage subsidiary and a provider of specialty insurance products. The insurer develops and manages software applications on distributed as well as mainframe platforms.
Business need:
The company sought a workflow prioritization solution that would not only direct correspondence to the proper employee, but would also analyze the workflow and alert management when backlogs occurred allowing an immediate response.
Solution:
IBM implemented a comprehensive and intelligent workflow management solution.
Benefits:
• Real-time monitoring enables managers to immediately reallocate resources if there is a backlog or increase in certain workloads
• Improved cycle time and better service levels have resulted in €7.3 million in savings • A digital version of all customer correspondence gives employees immediate access to all communication with that customer, and the routing solution always interconnects new incoming tasks with already existing ones
Case Study
This German insurance company is an IT provider for one of Germany’s largest banking and financial groups, serving both its mortgage subsidiary and a provider of specialty insurance products. The insurer develops and manages software applications on distributed as well as mainframe platforms.
The Opportunity
The client is one of the largest insurance companies in Germany. The company receives a great deal of customer correspondence via mail, fax and telephone. The company sought a workflow prioritization solution that would not only direct correspondence to the proper employee, but would also analyze the workflow and alert management when backlogs occurred allowing an immediate response.
What Makes It Smarter
IBM implemented a comprehensive and intelligent workflow management solution. Input management systems tag documents with keywords for processing. While WebSphere Process Server (WPS) is used to optimize and disseminate workflow-related tasks, WebSphere ILOG Business Rule Management System (BRMS) provides the basis for the system to analyze each document, prioritize it into a themed and workbasket, and “push” it to the correct representative for handling. KPI service levels set within WebSphere Business Monitor provide a real-time dashboard monitoring system using “stoplight” colors to indicate workflow.
Real Business Results
• Real-time monitoring enables managers to immediately reallocate resources if there is a backlog or increase in certain workloads
• Improved cycle time and better service levels have resulted in €7.3 million in savings • A digital version of all customer correspondence gives employees immediate access to all communication with that customer, and the routing solution always interconnects new incoming tasks with already existing ones
For more information
Please contact your IBM sales representative or IBM Business Partner. Visit us at: ibm.com/insurance
Products and services used
IBM products and services that were used in this case study.
Software:
WebSphere Portal Server, WebSphere ILOG JRules, WebSphere Process Server, WebSphere Business Modeler, WebSphere ILOG Rule Team Server
Service:
GBS BAO: Advanced Analytics and Optimization
Legal Information
© Copyright IBM Corporation 2011 IBM Corporation 1 New Orchard Road Armonk, NY 10504U.S.A. Produced in the United StatesMarch 2011All Rights Reserved IBM, the IBM logo, ibm.com, ILOG and WebSphere are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of IBM trademarks is available on the Web at ibm.com/legal/copytrade.shtml Other company, product or service names may be trademarks or service marks of others.The information contained in this documentation is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this documentation, it is provided “as is” without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this documentation or any other documentation. Nothing contained in this documentation is intended to, nor shall have the effect of, creating any warranties or representations from IBM (or its suppliers or licensors), or altering the terms and conditions of the applicable license agreement governing the use of IBM software.