提高保险公司的运营效率并改善最终客户体验
公司规模
Large Corporate
地区
- Europe
国家
- Germany
产品
- Camunda
- Camunda Optimize
- Camunda Cockpit
技术栈
- BPMN 2.0
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
适用功能
- 商业运营
用例
- 过程控制与优化
- 质量预测分析
服务
- 系统集成
关于客户
SV Informatik GmbH 是一家创新系统供应商，提供量身定制的 IT 解决方案，帮助财产和人寿保险公司适应未来发展。该公司在 5 个地点拥有 450 名员工，是 SV SparkassenVersicherung 的全资子公司，SV SparkassenVersicherung 是德国最大的公共保险公司之一，拥有 5000 名员工。这意味着 SV Informatik 对保险行业有着深入的了解——从产品开发和 IT 运营到销售和合作伙伴。
挑战
SV Informatik 是一家为保险公司提供定制 IT 解决方案的供应商，该公司正在寻找一种新的业务流程建模工具。他们需要一种能够记录流程、实现部分自动化以及专业领域与 IT 部门之间更紧密合作的解决方案。该公司还面临着处理大规模损失事件（如风暴）的挑战，这些事件可能会在几天内产生数千份损失报告。这些报告必须手动传输到相关的保险系统，这个过程既耗时又低效。
解决方案
SV Informatik 引入了基于 BPMN 2.0 的引擎 Camunda，以实现跨部门的众多流程自动化。Camunda 的实施显著节省了时间并改善了客户体验。公司成立了一支新团队 SQUAD，由主题专家、IT 专家和流程设计师组成，他们以研讨会形式从头到尾实现流程自动化。这种方法有助于缩短开发周期并快速创造价值。第一个成功实现自动化的流程是部分自动化的机动车保险单取消支持以及多项自助服务，例如更改地址和索取保单和发票文件副本。该公司还实现了风暴损害在线报告流程的自动化，这使得通过网站创建的 80% 的索赔被转发以进行进一步处理，而无需索赔处理人员的干预。
运营影响
数量效益
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