Camunda > Case Studies > Visana: Insurance in Less Than 20 Minutes

Visana: Insurance in Less Than 20 Minutes

Customer Company Size

Large Corporate

Region

Europe

Country

Switzerland

Product

Camunda Optimize
Camunda BPM

Tech Stack

Workflow Automation
Real-Time Data Visualization
Process Optimization

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Productivity Improvements
Customer Satisfaction

Technology Category

Analytics & Modeling - Real Time Analytics
Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Functions

Business Operation

Use Cases

Real-Time Location System (RTLS)
Process Control & Optimization

Services

Data Science Services
System Integration

About The Customer

Visana is a Swiss health and accident insurance company that serves more than 820,000 individuals and 14,000 companies. The company prides itself on its customer promise of 'all-round good care'. Every day, Visana processes around 32,000 documents and pays out up to CHF 12 million in treatment costs. The company is committed to providing efficient administration to keep premiums as low as possible. Visana is also dedicated to continuously developing its business model and actively utilizing digital opportunities.

The Challenge

Visana, a Swiss health and accident insurer, processes around 32,000 documents daily and pays out up to CHF 12 million in treatment costs. The company prides itself on its customer service, promising to deliver policies within 20 minutes and agreed benefits within an average of eight working days. However, in 2015, Visana decided to further develop its technical infrastructure to accelerate workflows and improve the customer experience on its digital channels. The company needed a solution that could efficiently manage and optimize its workflow processes, identify resource bottlenecks, and aid in capacity planning.

The Solution

Visana integrated and deployed Camunda BPM in its product stack in 2016. The workflow automation tool orchestrates Visana's core system, customer management system (CRM), health check, and the entire incoming mail process as a document management service, both in the application process and in claims processing. Since 2018, Visana has been using Camunda Optimize to visualize workflows, improve process quality, identify resource bottlenecks, and manage capacity planning. The real-time observations provided by Camunda Optimize serve as a tool for both monitoring and future process optimizations. The visualizations allow Visana to identify bottlenecks, plan capacity, and check whether organizational adjustments might be necessary to ensure smooth processes, even at peak times.

Operational Impact

Visana can now identify bottlenecks in its workflow processes and plan capacity accordingly.
The company can check whether organizational adjustments might be necessary to ensure smooth processes, even at peak times.
Visana can control whether service targets can be met, such as a customer’s policy being created in 20 minutes, or whether benefit payments can be transferred after an average of eight working days.
The heatmap visualization provided by Optimize relieves the departments of the task of having to interpret columns of numbers themselves.

Quantitative Benefit