Customer Claims Management
Services
Document Management, Business Process Management, User Experience
Situation
A large Cash Management and Securities company wanted to overhaul its Customer Claims Management procedure that was having an adverse effect on processing customer claims in a timely fashion. There were multiple interests – streamlining and accelerating communication, reducing communication costs, and fostering better relationships with their customers. While providing separate workspaces for every business process participant, it was also necessary to enforce company-wide content and communication protocols. The business needed to find a way to do all this in the most cost-efficient manner.
Action
We used focus groups and one-on-one interviews to identify and prioritise the interests of all stakeholders and future users. We developed the solution and content services with an entirely workflow driven user interface for decision making and also process administration to facilitate the rapid turnaround of customer claims.
Results
The solution is being used to provide 365 day support of the claim process, facilitating the communication of information within days instead of weeks. The company is looking to further expand this solution to its adjoining business processes.
Technology
advantum
