Metrofile, a developer and supplier of knowledge management solutions in conjunction with Staffware, a leader in business process management (BPM), has successfully provided an enterprise BPM solution at Professional Provident Society Insurance Company Limited (PPS Insurance), worth R1 million.
The solution was deployed and implemented within four weeks and, according to PPS Insurance Chief Executive, Edwin Letty, has improved efficiencies, retained existing clients and attracted new business for the organisation.
PPS Insurance changed over from an AS400 platform to a Windows NT environment, which highlighted shortfalls within its existing BPM solution. Queries and applications were 'lost` in the exchange-based system, which resulted in unresolved queries and unprocessed application forms, and ultimately dissatisfied clients. The situation eventually became unacceptable and Metrofile was contracted to source a BPM solution that would resolve the problem.
"We lost face with our clients and couldn`t deliver the expected service. Cases were lost within the previous workflow system and it was impossible to obtain reports. We required a BPM solution to accommodate our evolving business models and individually address the needs of our customers," comments Letty.
Metrofile provided the DIS scanning solution and recommended the Staffware Process Suite. The Staffware solution went live in April 2002.
According to Paul Mullon, marketing director at Metrofile, implementation of Staffware`s solution was fairly effortless: "PPS Insurance knew exactly what they wanted to achieve, and Metrofile met these requirements and more, with Staffware."
"The systems provided us with tools to implement and manage process applications across multiple departments," comments Letty.
"Staffware is the first vendor to provide a complete workflow and BPM Framework. The Staffware Process Suite supports the requirements for process management across the enterprise by combining several previously released and some new process automation components into a single product offering," says Staffware SA`s Managing Director Mark Ehmke.
PPS Insurance has seven provincial offices where workflow systems were deployed. The new solution allows for new business, additional business and membership maintenance to be scanned in. Applications are then sent to the head office where the registration is processed and thereafter forwarded to the underwriter. As soon as a case is registered and underwritten, e-mail confirmation is sent to the client.
Previously, PPS Insurance was reliant on e-mail-based workflow to continue the processes, which was unreliable and unstable. The replacement Staffware BPM solution allows staff to establish the status of a query or applications at any stage of the process and handles exceptions as well.
"Metrofile implemented the Staffware BPM solution which was up and running within one month and included orientation - a record for any BPM implementation," comments Letty. "It offers PPS Insurance peace of mind, and provides transparency to management to monitor their division from their own office and establish the status of queries, allowing better control with greater volumes of work. It is user-friendly, allows staff to focus on other areas of work, and has also improved our services significantly. This has impacted our business substantially in a positive way. We are no longer counting the loss of clients but are freed up to focus on providing the type of service that attracts more customers."
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