Delivering Next Level Claim Processing

By their nature, injury claim programs are often complex. Claims must be assessed, processed, and paid out if approved, and cases can last the lifetime of the beneficiary and involve a myriad of third-party providers and stakeholders. 

After recently removing itself from the umbrella of another organization, our client wanted to elevate their business to be able to operate more strategically in an extremely competitive industry landscape. 

A more sophisticated case management system was required which addressed their specific requirements. These included:

• Managing complexity
• Improving workflows
• Time durability
• Inter dependency
• Cost management
• Enhanced reporting and auditing

Roboyo’s experts began with detailed business analysis. Working with representatives of the organization’s various divisions to gain a detailed insight into business needs, Roboyo developed demonstrations and proofs of concept to ensure that the diverse objectives were met.  

By understanding the fundamentals of case management and identifying the nuances required for this particular agency, Roboyo was able to assess which technology solution would create maximum value. 

To meet strict time and budgetary constraints and an agile approach to problem solving, Roboyo developed a minimum viable product (MVP) using Appian Platform technology and provided ongoing support and test management to enable continuous improvement. 

Since adopting the Roboyo solution, our client has seen annual savings of an estimated AU$800k due to increased efficiencies, substantial time savings, enhanced reporting through greater data collection, more efficient business processes, and a better experience for the beneficiaries of the organization.  

Operating costs have been reduced by migrating the system to the cloud; and staff productivity has been improved by streamlining business processes with to-do lists, reminders, and other workflow tools. They’ve also seen substantial time savings from the addition of several new features, in particular user interface improvements which have dramatically reduced the time it takes to complete online tasks. 

Additionally, enhanced reporting has offered considerable benefits, thanks to analysis of data that was previously not able to be collected, analyzed, or compiled. This means that the organization can report much more effectively to the executive team, which in turn can recognize and assess business issues more quickly and rigorously; and managers can get actionable data where and when they need it. Effective data management and analysis, along with improved user security and compliance capability has also enabled easier auditing. 

Most importantly, the benefits of cost-effectiveness, improved reporting and more efficient business processes add up to a better experience for the beneficiaries of the organization. Improved response times, more coordinated stakeholder responses and better-informed decisions mean that a client can expect the best possible outcomes.

If your organization is looking to streamline case management processes for a better client outcome, our experts can help take you to the next level at speed and at scale. 

Book an introductory call with one of our automation experts today.