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// Case Studies
MAR
11
2016

e5 Travel Insurance Solution for Cover-More

Case Study – Cover-More

Country/Region – Australia, New Zealand, UK, China and India.
Industry – Travel insurance
Year of Engagement with e5 Workflow Inc. – 2009

 

Client Profile

Cover-More has been caring for the health, safety and wellbeing of Australian travellers since 1986. Travel insurance and emergency assistance are our speciality and sole focus. Helping Australians in their time of need through expert repatriation and aeromedical provision, as well as providing peace of mind and reassurance for even the most basic travel hiccup is what we do, every day.

The staggering numbers speak for themselves as more than 2.2 million customers signed up for travel insurance in 2015, the company handled more than 400,000 assistance calls and managed evacuations for about 400 travellers.

Cover-More has a strong focus on customer service and support to customers around the world and we are proud of this service.

 

Business Situation

Before shifting to e5 Workflow, the claims team at Cover-More was using paper based claim files where all documentation related to a claim was centralised into a single paper folder. One major issue with this system was the necessity of having to attach hard copies of all client correspondence (emails {both in and outbound} and additional information received) to the paper file.

In addition, all claims related notes entered into the core claims system had to be ‘repeat’ hand written into the claim file. Payment signatories and audits were all done by combing through a physical file.

 

Issues faced by Cover-More

We spoke with Graeme Stemmett, Technical Operations Manager Australia & Asia at Cover-More to gain more knowledge about the initial issues faced by the company. He said

“Previous processes were out-dated and inefficient. There were also cost factors such as printing and off-site storage expenses. On top of that there was also a large environmental cost of using so much paper. When dealing with thousands of claim files, it was a problem trying to correctly track and locate files. We were unable to maintain a consistent order of receipt of documentation if it was not chronologically sorted in the paper files and different assessment styles would often result in documents being placed back into the file in different order”.

 

How Cover-More tried to tackle before coming to e5?

The Cover-More team tried to manage the situation by tweaking the filing and tracking system, but it was never a permanent solution given the large volumes of claims being worked on and stored in the office. Storing all the vital information on paper for internal and external auditing was a huge task and the risk involved had to be dealt with – then e5 stepped in.

e5 Workflow Inc. worked on version 2.0 which covered only Australia and recently version 3.0 was compiled and has been used by Cover-More for more than a month now. The goal of version 3.0 upgrade was to make a streamlined system for all regions. In a short span of 8 months e5 Workflow managed to hand over the upgraded version without any issues.

All this was possible due to the dedication and channelled hard work of the combined team. The V3 upgrade included updated and newly created taxonomies as well as a critical data migration piece. It was of utmost importance to migrate old work items to the new system to ensure business continuity in one version of the application.

 

Benefits of e5 Workflow’s solution? 

  • Effectiveness: No more duplication of work which leads to a faster claims turn around.
  • Cost reduction: Reduction in printing, storage and document retrieval costs
  • Efficiency: The process flows introduced a ‘forced’ consistency in claims assessment, benefiting the business and customers. Case officers as well as other claims support staff, could more easily navigate to and chronologically through the claim
  • Accessibility of ALL information: A call centre agent can now see all information (including notes) on a claim now that it’s in e5, as opposed to no information when the claim was paper based which lead to better customer service
  • Security: Better business continuity in the event of a disaster where our claims data isn’t at risk of physically perishing (all e5 data backed up to an external site). Impossible for a file to be misplaced
  • Centralisation: all documents related to a claim could now be found in one place. In addition, the history and vital notes are also centralised and always legible
  • Flexibility: We are now able to access our claims from any geographical location, which allows us to afford some staff the flexibility of working remotely, plus the option of us using other regions to assist any BU if needed in the future

 

 

The Goal

Fast processing of claims at reduced costs. 

The Results

Cover-More now processes claims faster at a reduced cost and with greater data security.

 

About e5 Workflow:

e5 Workflow is an innovator and enabler of process-based solutions that are Built for Business. With capabilities for Document Processing, Dynamic Case Handling and Work Management, e5 provides a singular platform for building new and extended process solutions while fully leveraging existing LOB systems and applications. Using e5 Workflow, our customers can quickly transform their business interaction, transaction and service delivery processes to get work done faster, better & cheaper.

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MAY
08
2014

e5 Medical Billing Solution

rml-logoRML realizes a 50% productivity improvement in medical billing with e5.

 

Business Situation

The billing department at Regional Medical Laboratory, a nationally-renowned commercial pathology laboratory, was using paper requisitions to generate bills. This process, and the amount of paper moving around the facility, resulted in lost and misplaced requisitions, and provided no concrete method to accurately count daily volumes and track work. There was also no way to measure the efficiency of the department or the productivity level of individual billing representatives. Lost and misplaced documents also potentially resulted in lost revenues.

 

e5 Solution

With e5, each lab scans the requisition (each containing a barcode) into the workflow system and based on the type of requisition, barcode information, and other contents, e5 routes and prioritizes the digital requisition to the appropriate billing representative’s work queue. The billing rep accesses the digital requisition in their queue for viewing and inputs the billing information from the requisition into the laboratory’s billing system. Ultimately, requisitions are stored in an OptiMaxx electronic document storage system for secured access.

 

Key Benefits

When implemented, RML had a 72-hour billing service level agreement (SLA), with the timeline starting from the time the physician saw the patient. Within the first six months, the SLA was brought down to 48 hours, and today stands at 24 hours – a 66% improvement. The improvement in SLA was directly attributed to RML’s ability to optimize work by measuring both volumes and time to process. When e5 was first implemented, a billing representative processed 162 requisitions per eight-hour shift – approximately one requisition every three minutes. Today, a billing representative can process 243 requisitions per eight-hour shift – approximately one requisition every two minutes – a 50% productivity improvement!

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MAY
08
2014

e5 Accounts Payable Solution

Companies achieve best-practice invoice & payables processing.

 

Business Situation

From satisfying supplier demands, to meeting increasingly stringent financial controls and internal margins, much depends on the success and efficiency of the AP team. Technology is changing the way AP departments function. Automation is driving productivity and efficiency, as well as cost reduction. To ensure invoices are promptly paid and mishandling does not compromise hard-earned business relationships, organizations are increasingly depending on the benefits of integrating an AP solution with their back-end enterprise system.

 

e5 Solution

Using third party scanning software to scan and capture accounts payable documents, along with e5 Work Allocation Management, this solution provides the foundation to achieve “best practice” invoice processing. e5 is a business workflow solution fully integrated with imaging software which provides sophisticated, web-based and email-enabled work distribution, producing a complete audit trail of actions taken. e5 also provides management with a comprehensive view of all active and completed work, the work item status and the performance against pre-defined service levels.

The e5 solution delivers complete end-to-end automation, empowering people, reducing paperwork and providing the necessary tools to manage and track business critical information. Additionally, the solution enables organizations to adopt and adhere to best practice principles in Accounts Payable Automation and enhance corporate governance with the integration to back-end financial systems. Both the imaging software and e5 are enterprise-wide solutions and can be expanded outside the Accounts Payable Department, with the ability to integrate into other line-of-business applications.

Accounts Payable processes are automated and streamlined along the entire invoice lifecycle.

  1. Invoices are captured and digitized at the point of entry, transformed into retrievable information and routed around the organization for approval.
  2. The imaging software classifies, extracts and validates metadata down to the line-item level to ensure the highest data accuracy.
  3. The detection of potential recognition errors in the invoice process helps to significantly reduce risk and ensures that only accurate data is submitted to the Line of Business system.
  4. e5 manages the review, coding and approval process that is required for non-Purchase Order invoices, pre-approved invoices, supplier maintenance, and Purchase Order based invoices that require exception handling for approval.

 

 

Key Benefits

e5 provides the following benefits:

  • Minimize keying of data by as much as 75-80%
  • Reduce data entry errors
  • Decrease processing times
  • Increase data integrity and control
  • Eliminate incorrect or duplicate payments
  • Reduce administration overheads
  • Reduce organizational costs and improve effectiveness in handling invoices
  • Save on storage, filing and invoice retrieval costs
  • Increase time to provide better customer services externally and internally
  • Create an opportunity to educate suppliers and internal users on how to adhere to the new business practices – support to streamline AP automation
  • Minimize chasing invoice approvals and authorisations – generate reports within the e5 environment providing all the necessary information
  • Improve visibility of invoices and better cash flow management by providing accurate information on those soft commitments in the organization but outside of the finance system
  • Track and have visibility of invoices – The accounts payable team will know at what stage are all invoices, who the invoices are with and why, and what the exception conditions are, without relying on physical pieces of paper and manual reports
  • Increase staff productivity which enables better internal practices for tasks such as reconciliation at month-end as well as policy & procedures
  • Provide an enterprise platform to further streamline highly repetitive, time sensitive, human touch processes such as :
    • Human Resources – personal files, time sheets, leave forms etc
    • Accounts Receivable
    • Contract Processing
    • OH&S
    • Policies and Procedures
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MAY
08
2014

e5 Case Management Solution

Investment firm configures own case management solution.

 

Business Situation

e5 Workflow implemented a turnkey case management solution within one area of business at an investment advisory company. Shortly thereafter, this organization saw opportunities for enhancing and using e5 in other areas.

 

e5 Solution

e5 Workflow implemented a turnkey case management solution within one area of business at an investment advisory company. Shortly thereafter, this organization saw opportunities for enhancing and using e5 in other areas. Documents were scanned and classified and a simple system of checkboxes implemented to ensure workflow management rules were followed. The benefits of e5 were felt immediately. As the solution becomes better understood, additional workflow candidates will be identified and introduced.

This customer developed and implemented this and other solutions in-house by selecting parameters within e5 and tailor the solution to fit other specific business processes. e5 offers training courses on e5 configuration for e5 administrators. The courses are modular and a client can select the e5 areas which are relevant to their business to structure a suitable course.

This client’s administrator completed relevant e5 training modules and was able to enhance the existing stockbroking business area and introduce e5 to several other business areas. e5 end user customers can make these changes themselves provided they follow e5’s rigorous process to first introduce changes via a separate User Acceptance Testing (UAT) system prior to updating the production system.

 

Key Benefits

Once e5 is implemented in one business area, many clients intuitively see opportunities to use e5 in additional areas of their business. e5 Configuration Training gives clients the ability to enhance and expand their e5 system themselves, without having to call upon e5 Workflow Inc. This reduces implementation costs allowing e5 customers to realize an optimum ROI.

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MAY
08
2014

e5 Payroll Processing Solution

Financial department eliminates payroll forms to “go green.”

 

Business Situation

In 2008, this leading provider of diagnostic testing services launched a program to identify and execute ‘green initiates’ across the company. As part of this program, the corporate payroll department wanted to eliminate all payroll-related paper forms.

 

e5 Solution

Working with an e5 partner, this organization deployed a solution built on Microsoft® SharePoint® and e5 Workflow. Coupled with the organization’s line of business applications, this solution has eliminated almost all of payroll-related paper forms. The solution reads electronically faxed documents using optical character recognition (OCR), identifies the type of document and its contents (including the pay group, employee ID, etc.,) and distributes the electronic documents to the appropriate payroll staff member. Payroll administrators can view and process the documents online and when completed, file them in the electronic document storage system for secured access.

 

Key Benefits

Implemented in late 2011, the e5 solution has eliminated 350,000 or 99% of paper documents. This speeds up processing times and eliminates days wasted waiting for documents to be mailed or sent via Federal Express. In addition, Federal Express costs have been eliminated and storage costs have been significantly reduced since only a few paper documents now need to be warehoused.

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MAY
08
2014

e5 Insurance Claims Solution

Insurer optimizes claims handling by remote workers to improve service levels.

 

Business Situation

Our client had a number of home based insurance claims assessors with access to their core line of business system. Each day a courier bag containing a number of new claims was delivered to each of the home workers. At the same time the bag from the previous day was fetched and returned to the main office for re-sorting of all incomplete claim assessments or work that couldn’t be finished in the previous day. These highly skilled claims assessors were productive and very well trained in assessing complex claims. They had the benefit of continuing working while looking after a young family. However the system was costly and inefficient. The process of sending documents out to home workers prevented enquiries being answered by the contact centre in real time.

 

e5 Solution

The answer was to implement e5 Imaging for all paper forms and e5 Automated Work Allocation for real time work distribution. e5 Automated Work Allocation only delivers the single most important piece of work to be done next, so there is never any risk of a large batch of work being allocated and remaining incomplete and overdue. e5 Productivity Reporting and e5 Quality Assurance systems are used to help overcome the problem of managing remote workers.

 

Key Benefits

What made this a great project is that management can now change how remote workers are managed. e5 provides visibility of workload and worker performance. The outcome was so successful that all the claims assessors from this division became home workers with a significant increase in productivity and a far better ability to look after their young families. With e5, all documents, emails and faxes are captured and indexed up front. The contact centre can at any time search for and find a document, identify where it is in the process and respond to a member query immediately. Our client quickly determined that bringing the remote workers together for training and to review current work practises from time to time helps to preserve the team spirit.

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MAY
08
2014

e5 Travel Insurance Solution

Travel insurer improves service via paperless claims assessment.

 

Business Situation

Our client is a typical travel insurance company. Claims and claim attachments range from relatively simple one-touch processes to very complex medical and travel disruption claims. All claims were sorted into claim type, stacked in plastic boxes and delivered to the claims supervisors for sorting and distribution to the individual claims assessors. The claims supervisor had to constantly monitor in-trays to try to meet service levels. Real time enquiry by the contact centre was impossible until the claim was processed in the main system.

 

e5 Solution

Most of the mailroom functions are now outsourced to a large scanning bureau. All inbound claims-related mail is scanned, classified into the e5 work types and delivered into the e5 solution electronically. All incoming emails are automatically captured from Microsoft Exchange server and delivered into the e5 solution ready for processing. Using the e5 Automated Work Allocation capability the work is put into queues ready to be allocated to the next available worker with the correct skills to complete it. When a worker completes each item of work, the next most important item appears ready for them to process. e5 SLA Monitors show supervisors and management the distribution of workloads across the business and whether any area is close to or exceeding agreed service levels. e5 Workflow ensures compliance is met as no work can be completed without following the prescribed processes.

 

Key Benefits

Supervisors and management can see at any moment the volume of work in each area of the business. They can redistribute work instantly to utilise staff available, whether in the office or remotely. Anticipated staffing levels can be estimated using graphical monitors. As all work is in electronic form, it is available from anywhere, even remotely. Every piece of work remains visible at all times and no work can be lost or remain at the bottom of someone’s in-tray. Workflows ensure compliance is met as no work can be completed without completing the processes required. In addition, e5 provides audit trails and QA systems to ensure that approved processes are followed correctly. All of these benefits result in improved customer service through improved efficiency and instant access to client information.

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