The widening variety of mobile devices, reducing their prices, thereby making them available to a wider group of users together with improved coverage for mobile data networks (3G and LTE) and the existence of relevant IT solutions offer the possibility to optimize the work activities of field workers in several sectors.
This trend along with the pressure to optimize performance and increase customer satisfaction circumvented insurance sector. Currently there are several solutions to facilitate the activities of insurance workers, whether it is a solution for retailers as mobile CRM or mobile workforce management solutions, which are not address for insurance components.
Below we describe one of the representatives in the latter group, intended for use by insurance companies responsible for sighting of agenda and claims. The solution enables the management of the liquidation process the claims, by their notification through visual inspection to after the conclusion of the case.
It provides planning, organizing and monitoring the course of sightings and the various activities directly linked from headquarters while implementation of sightings. Surveys are carried out directly in the field, along with the collection of data necessary for settling claims.
The solution is built from a business perspective on the assumption that field staff have to spend most of time working with insurance customer to survey the claims, and not administrative activities such as: planning sightings, sightings terms, haggling with customers, filling out reports or sightings and etc. Instead, these unproductive activities should address themselves realizations of sightings and data collection needed for the settlement of insurance claims – photo documentation, description of the insured event, etc.
Solution consists of web and mobile applications.
The web application is designed for dispatchers and workers of call centers, used for planning and management of the claims, and actions for inspectors. Planning allows sightings of damaged items, inspection management, task assignment inspectors, tracking the performance of tasks and two-way communication between inspector and his supervisor. Streamlining activities of inspectors in the field and ensuring effective use of their working time. The dispatcher conveys an overview of the workload inspectors and allows them to monitor the performance of individual controls.
The mobile application is designed for field workers – inspectors. It is used for the physical execution sightings themselves, fulfill the tasks in the field and communicate with the Web Part solutions. With “Calendar” it allows for working time inspectors and unavailability of performance sightings. The calendar shows itinerary sightings along with their location on the map as well as detailed information necessary to implement the inspection itself. The “Photo tutorials” is suited to the type of scheduled inspections and accompanied inspector to the implementation. It also allows adding comments / captions to each photo. After taking the required angles and adding comments to them, guide ensures upload photos in encrypted form directly to the Web Part applications where further work with them – occurs liquidation of insured event.
Solution for architecture
Solution consists of a core planning, integration interfaces, web interfaces and mobile part of the solution. The central portion of the core planning, together with the scheduling algorithms liable for the entire logic of the planned individual sightings according to the set of planning parameters, so in order to achieve the most optimal fulfillment of the objective. The objective may be: to minimize the distance between the starting point and examination, minimizing downtime inspectors, fuel saving, maximizing the time spent in reconnaissance, or a combination of the above objectives.
The task of integration interface can communicate with a web interface and mobile devices. The web interface can be integrated to existing systems or used the so-called. “Stand alone” manner. The mobile part of the solution is android application installed on your device with specific inspectors.
Solution contributes to the effective management of the liquidation of the claims, by their notification, through surveys, liquidated after the conclusion of the case. Allows planning and management during the sightings, proven communication between dispatcher and inspectors, check for inspector’s field and evaluating their productivity. Overall, this leads to increased labor productivity – inspectors implement those occupational activities to which they were to a company adopting, unproductive activity type planning sightings are (mostly) made automatically.
The above contributes to cost reduction and better managerial review.
From the viewpoint of customer solutions described leads to increased customer satisfaction, as a customer, in the case of an insured event, unable to agree on the time and place of inspection on first contact with the insurance company (insurance claim reporting the Call Centre).
Given the unprecedented contribution to the optimization of internal operations, delivering savings of time and financial we can expect solutions from the group of mobile workforce management is (not only) in the insurance sector will be increasing in the future.