Insurance Company – Office Automation Workflow System

Project description

The office ran on paper policies. Renewals, quotes and claims moved from desk to desk, and the only way to see the day’s bottleneck was to walk the floor and look at the piles.

We built the system that put that work on screen: policies, renewals, quotes and claims, visible to the whole office, with the day’s totals for what was still open. New policies carried a printed barcode, and each station scanned it, so sales, underwriting, document handling and the mail room shared one queue instead of four private piles.

Large displays showed the KPIs, and underwriters worked at a touchscreen kiosk where they scanned, amended or accepted, printed the label, and posted. Hardware and software were designed together, because the process only works when both do.

The same workflow later went to Australia, New Zealand, Canada and South Africa, which is the surest sign a pattern was right.