Insurance Systems Solutions. Case Study. with Gratex UPM System

Transcription

1 Insurance Systems Solutions Case Study Global Transport Global shifts Transport into case top study gear with Gratex UPM System

2 The Challenge: The return on investment GRATEX delivered has exceeded our Manual processes and disparate systems were inhibiting productivity and growth. expectations. We are in the process of re-modeling our business processes to meet the ambitious growth goals we have set whilst improving our overall service offering. The service and responsiveness we experience is of a level we aspire to ourselves. GRATEX is The Solution: Integrated business processes, knowledge base and operational systems in a single platform built on Gratex UPM business management a true business partner for us. solution. The Results: Productivity Increase, Reduced Cost, Business Knowledgebase Glenn Lambert, Deputy Managing Director, Global Transport & Automotive Insurance Solutions

3 Overview Global Transport & Automotive Insurance Solutions is a leader in the Australian transport industry insurance market. Operating since 1996, the Underwriting Agency is known for tailored insurance programmes covering heavy motor, light commercial units, taxi, bus and coach operators, commercial sedan fleets as well as heavy mobile plant and equipment. Service, knowledge and protection are Global Transport s guiding values to deliver unmatched customer service and shareholder value. To unlock the potential of their business and remove operational barriers for growth, Global Transport needed a future proof business systems platform to automate traditional manual, paper based workflows and significantly improve staff productivity across eight branch offices in Australia and one office in New Zealand. Global Transport understood they were about to embark on a major project that would re-engineer their entire business, transforming their operation from multiple standalone and manual systems into one integrated platform. Global Transport partnered with GRATEX International to ensure this potentially high risk big bang project was managed and implemented successfully, on budget and on time. The transition occurred literally from one day to the next. Global Transport case study

4 The highly flexible UPM system and GRATEX s deep domain knowledge, allowed Global Transport to encode and preserve their unique processes, thereby protecting their competitive advantage while allowing staff to continue to deliver exceptional customer service. Making a quantum leap into the future, Global Transport s operations now runs on an extendable platform that allows the business to grow while minimising cost and meeting stringent compliance requirements. The centralisation and automation of processes has increased staff productivity as well as customer satisfaction. management team now has full visibility and control across all business processes. We know that projects of this scale have a 70-80% failure rate and we didn t want to be a statistic. The solution and implementation approach from GRATEX delivered the outcome. They took a lot of care to get it right. Glenn Lambert, Deputy Managing Director, Global Transport & Automotive Insurance Solutions A single source of truth allows for informed decision making and empowers decentralised operations so they can deliver a responsive customer service. The new platform has given Global Transport a holistic view of their business. The

5 Situation GLOBAL TRANSPORT has enjoyed healthy organic growth over many years and increased consistently business volumes. As a result, the complexity, transaction volume and scale of operations outgrew traditional systems and manual paper based workflows. Over time, maintaining the systems and work practices became too cost intensive and cumbersome. Most importantly, these systems were not integrated and consequently operations had to rely on experienced staff to ensure sales and customer service were delivered to the desired standards. GLOBAL TRANSPORT staff had to calculate premiums in spreadsheets and use disparate systems including an Insurance Application, CRM and MYOB system. The management team didn t have the necessary visibility and control of the business to navigate the organisation through aggressive growth. Global Transport case study

6 It was clear that a new business system was required for the future prosperity of the business: Business Process automation to eliminate manual data entry and paper based documentation. Enforcement of business process standards and rules to maintain quality and consistency of policies. High flexibility to allow for specialised workflow processes. Faster time to market for products, agility to respond to changing business conditions. We knew what we needed and how we wanted to operate. The UPM system gives us the control, functionality and flexibility to do business our way. GRATEX did a thorough job in understanding our requirements and translating it into the right design. Peter Rogl, General Manager - Underwriting & Technical Services, Global Transport & Automotive Insurance Solutions Compliance and governance across all systems, processes, transactions and documents Ability to scale volumes at reduced cost per unit.

7 Solution GLOBAL TRANSPORT s business transformation objectives were formidable. Business-as-usual needed to continue to deliver high customer service levels, while the organisation prepared to transfer everything to the new platform and systems. There was no room for failure. One day the old systems and procedures were switched off. On the morning of the next day the new systems and processes were switched on. GRATEX UPM (Underwriting Performance Management) system delivered all the functionality to manage GLOBAL TRANS- PORT s entire end-to-end operational business processes including Underwriting (Quoting, Policy administration, Assessing the market we found that GRATEX had the track record, service reputation and technology we were looking for. When we saw the UPM system, it was clear that it could do everything we wanted. It was flexible and extendable to serve us going into the future. Peter Rogl, General Manager - Underwriting & Technical Services, Global Transport & Automotive Insurance Solutions Cancelations, Endorsements, Renewals), Claims Processing, Central Rating Engine, Communication Gateway ( , fax SMS), Document Management, CRM, Financial Management, Online Services such as Quoting and Claims Submission, Reporting and Business Intelligence. GLOBAL TRANSPORT s focus on customer service as a competitive strength required Global Transport case study

8 the implementation of specific business rules to ensure standards, but also empower staff to make the best decision at the time for the customer. When I designed the system with the GRATEX team, I ensured that everything is allocated and totally transparent. Every step needed to be performed in the system to get the transparency we wanted for the business to manage performance and ensure governance through times of growth. Peter Rogl, General Manager - Underwriting & Technical Services, Global Transport & Automotive Insurance Solutions A key factor to lift customer satisfaction and staff productivity simultaneously was the ability to configure the UPM system so that the customer would be automatically We needed a way to control the way customers were serviced and direct the work to the right people rather than simply allocating it to whoever happens to pick it up. Peter Rogl, General Manager, Global Transport & Automotive Insurance Solutions assigned to the most appropriate staff member with the right skills and authority levels. As a result productivity is improved, the need to recruit highly skilled staff is reduced, and human error risks are mitigated. With seamless, in-built document management as part of the core business system GLOBAL TRANSPORT s operations were transformed into a paperless office.

9 All policy documentation is now produced automatically by the system ensuring consistency. All external documents that may Nothing falls through the cracks; every piece of information is captured, allocated and controlled through the entire process. Peter Rogl, General Manager, Global Transport & Automotive Insurance Solutions be received in hardcopy are now centrally scanned and assigned automatically to the right entity in the system. The integration of previously manual spreadsheet processes, like the calculation of rates for premiums, means that GLOBAL TRANSPORT can now monitor many operational and key risk factors automatically as all the processes are integrated. Data has to be entered only once. All manual data entry was eliminated and, as a result, data integrity and accuracy greatly improved. The transition to the new system was easy for users as it seamlessly integrates with the Microsoft office interface. The UPM system is built on industry standards, which reduces the need for extensive training for both, users and internal IT staff. As a business betting our competitive edge on customer service, we understand that people in front of people makes all the difference. We need to keep a fine balance between central control and efficiency goals on the one side, and empowering our skilled people to make the best decision depending on the customer situation. With UPM we can use these levers in a flexible and transparent way. It gives us the opportunity to continually improve the way we do things. Glenn Lambert, Deputy Managing Director, Global Transport & Automotive Insurance Solutions Global Transport case study

10 Business Benefits of the UPM Project GLOBAL TRANSPORT re-modeled their entire operations, in one project, that has been delivered to time and on budget. With the same staff levels, a better and more efficient service can be delivered to the broker network while containing operating costs. GLOBAL TRANSPORT can now plan with confidence and certainty for future growth. One integrated platform for all transactions, operational processes and document management. Ability to scale the business while ensuring quality of service at low cost. Central Control across decentralised national operations. A managed operational knowledge base of the business. Protection of unique and differentiating company processes. Performance management and continuous process improvement based on factual information. Business rules ensure highest customer service standards.

11 Going forward we are already planning the implementation of sophisticated analytics to help our decision making. Finally we are building meaningful historical data that allows us to gain real insight into our business. Glenn Lambert, Deputy Managing Director, Global Transport & Automotive Insurance Solutions Centralised in-built rating engine ensures accurate rating in UPM and online portals. Transparency and control across all processes and KPIs. Full audit trail across all operations (whowhat-when). Reduced cost of operations through higher staff productivity. Increased business agility to respond to market changes. One version of the truth improved data quality and consistency as all data is managed in one integrated system across multiple business processes. Minimisation of human error through business rules and validations implemented in the system and removal of multiple data entry points. Global Transport case study

12 Why GRATEX? Undertaking the type of large and mission critical transformation project that GLOBAL TRANSPORT implemented is a substantial challenge for any organisation and may potentially present a significant risk to the business. Therefore, it was important We worked in an iterative way. We knew all the time where we were at and if the system is delivering what we wanted, as a result we had a lot of confidence in the outcome; it was a no-surprise situation. Especially during implementation time, where we had no room for error, the service responsiveness from GRATEX was second to none. Peter Rogl, General Manager - Underwriting & Technical Services, Global Transport & Automotive Insurance Solutions to work with a technology and business partner than could be trusted and relied upon 100 percent, thereby mitigating any potential risk to the organisation. To ensure the outcome was successful and that all objectives for the project were met, GLOB- AL TRANSPORT partnered with GRATEX, relying on their extensive experience and expertise to guide GLOBAL TRANSPORT on a safe and secure path to success. GRATEX competence in delivering game changing system solutions to the insurance industry is based on three pillars: proven technology, many years of industry experience and commitment to the business outcome. GLOBAL TRANSPORT was able to trust Gratex advice, because the team understood the business needs, and had the in-depth technical skills and resources to deliver the promise. The small GLOBAL TRANSPORT project team worked with a multi-skilled GRATEX team which allowed true teamwork, fast turnaround and reliable project delivery. GRATEX had the industry domain knowledge, skills and experience to deliver the entire project lifecycle spanning business requirements, application design and infrastructure architecture, system build and implementation, testing, change management and end user training.

13 GRATEX INTERNATIONAL Lakes Business Park Unit G1, 2B Lord Street Botany, NSW 2019 Tel: (02) Fax: (02) Global Transport case study