ISIS Papyrus Software

Posts Tagged ‘case management’

Adaptive Case Management at AG Insurance

In general, markets on May 26, 2010 at 2:48 am

ISIS Papyrus announced that AG Insurance, a subsidiary of ageas (formerly Fortis SA/NV) has selected the ISIS Papyrus Platform for adaptive case management (ACM) to enhance Insurance services (claims, underwriting and general services) and resolution in several business lines.

AG Insurance is implementing the Papyrus Business Communications and Process Platform, with rollout beginning in summer 2010, to support a company-wide project.

“The Papyrus approach to fully integrated customer communications aligns perfectly with our business and technology requirements,” said the program sponsor of AG Insurance. “We look forward to rolling out an advanced case management solution that will meet our operational goals and lead to both enhanced performance and increased customer satisfaction.”

Ideal for implementing an integrated solution for communications across different systems on several platforms, the Papyrus Platform will help AG Insurance drive the consolidation of current platforms to reduce complexity and cost and improve time-to-market.

“AG Insurance and its parent company ageas are known for being progressive and innovative organizations in the financial sector that have achieved success by maintaining a focus on creating the best experience for their customers,” said Annemarie Pucher, CEO of ISIS Papyrus Software. “The Papyrus Platform offers a win-win for AG Insurance, ensuring that the Insurance staff and system can respond, react and adapt efficiently to meet the diverse and changing needs of customers without sacrificing on quality, speed or compliance.”

As the implementation is completed in each business unit, AG Insurance will use the Papyrus Business Communications and Process Platform to optimize processes, tasks, communications and documents across a wide range of insurance activities.

New Book On Adaptive Case Management

In markets on April 15, 2010 at 7:38 am

Under the title “Mastering the Unpredictable” a recently published book deals with the aspects of how IT can support knowledge work, or unstructured processes, in typical modern workplace settings. For this purpose the book describes how case management is to be seen apart from conventional notions of business process management.

Max J. Pucher, Chief Architect of ISIS Papyrus, has contributed to this landmark publication with a chapter called “The Elements of Adaptive Case Management”. At the center of his considerations lies the fact that many current implementations of process and case management solutions are at odds with modern management concepts. While that applies to all workers, it is especially relevant for highly skilled knowledge workers. Motivation is achieved by empowering people to be valuable team members rather than through command-and-control-oriented process implementations. Adaptive case management sits at the center of gravity for process, content, and customer relationship management and therefore plays a key role for effective execution toward business goals.

While ACM is about bringing the benefits of adaptability to existing knowledge workers, Mr Pucher proposes to expand that into “Adaptive Process” that combined with an empowerment management paradigm turns more production workers into knowledge workers rather than just automating the production workers’ work. Adaptive process technology exposes structured (business data) and unstructured (content) information to the members of structured (business) and unstructured (social) organizations to securely execute—and continuously adapt with knowledge interactively gathered during execution—structured (process) and unstructured (case) work in a transparent and auditable manner.

More about this interesting topic can be heard at the 2010 ISIS Papyrus Open House and User Conference in Vienna, Southlake, TX, and Kingsclere, UK, where Max J. Pucher will talk about “Adaptive Process and Empowerment” in his keynote address.

Speeding Claims to Closure with Papyrus

In benefits on April 2, 2010 at 3:00 am

The primary benefits of the Papyrus Platform are gained from empowering business users to serve customers as individuals while conforming to business rules and process requirements. In a recently implemented insurance claims handling application one business user described the improvements this way:

“To handle an insurance claim is not a simple straight line from start to finish. It involves various documents, communication with the customer, the claim assessment, contract data, and many others. We have all of those data and incoming documents in business applications since a number of years but I had to access multiple systems, write letters and emails and keep track of deadlines in my calender. Collaborating with colleagues and partners was not supported in any way.”

“In recent years there have been discussions to create predefined business process templates but those efforts failed because of the complexity of claims handling.”

“With the claims handling case management created in Papyrus I have the best of all worlds. I have access to all the contract data and documents in existing systems, as well as my emails, outgoing documents, claims handling rules, calender dates, collaboration with others are all in one place. There is no rigid process I have to follow, but the system guides me to complete certain activities and checks for completeness of all data and documents. I can collaborate with anyone including dynamic assignment of work items. Papyrus keeps a complete track of all communication threads, emails, notes and memorandums. All outgoing documents are stored as templates that automatically pull in the necessary business data from our insurance system. That is completely transparent to me and I do not have to know how this works.”

“If I have the need for more functionality, I can create new text elements for my documents at any time and have them verified by the responsible department. My letters are countersigned by the department head before they are sent to the customer by either letter, fax or email. Before I had to type the letter in MS-Word and print it myself. Other documents were done in two different insurance applications. Now they are all in one place!”

“The administrator of our department can add new case handling rules, create new data entry forms, new work activities and assign them to our library when we need them. My workplace look and feel I can define myself without needing anyone from the IT department.”

One of the most effective features is the global INBOX that I use to manage all my work. All reminders from the insurance system, my emails, requests from colleagues, calender events, and the outstanding activities of the claims handling are in one place only.

“The case management application we created with Papyrus saves me a substantial amount if time and I can service our customers substantially faster. Most of all there is much less danger of necessary activities being missed or delayed.”

Invitation to ISIS Open House 2010

In general, new feature on March 24, 2010 at 2:57 am

ISIS Papyrus invites once again to its well-respected Open House and User Conferences. These events are held in Vienna (AT), Dallas (US), Kingsclere (UK), and Ivrea (IT). As usual there will be several ways to participate: speeches, workshops, hands-on demos, case studies and group discussions. Dates and more information can be found on the ISIS Website.

Chief Architect Max J. Pucher will hold the keynote address on adaptive processes and empowerment of business users. This will certainly be a highlight as it gives an in-depth explanation of some of the key concepts of the Papyrus Platform. It will also outline how businesses can use Case Management in an environment with predominantly unstructured and dynamic processes to improve their performance and efficiency.

Together with the other amazing Papyrus features like Papyrus EYE widgets, wizards, Content Compare or the WebArchive for iPhone visitors will enjoy exciting presentations and unique opportunities to meet like-minded document professionals and to discuss pragmatic solutions to real-life challenges in a special ambience.

Efficient Case Management With Papyrus Frameworks

In product, solution on September 1, 2009 at 8:27 am

The ISIS Papyrus website has interesting new material explaining how organizations can easily and quickly use the power of Papyrus Application Frameworks to boost their productivity with efficient management and automation of their business cases. This is accomplished by an integrated end-to-end solution combining data, business processes and rules, content management and customer communications in a single platform.

As previously reported, Papyrus Application Frameworks use the integrated Papyrus Communication and Process Platform with standard Papyrus software components. Part of the Papyrus Platform is also the revolutionary Papyrus EYE, which provides an identical GUI, behavior and features across browser and fat client for all applications without any additional programming. Of course it also benefits from integrated security, audit trail, version management, and change and release management built into the Papyrus Platform.

For more details on Papyrus case management and how it is applied for claims management continue reading here.