CASE STUDY
Streamlined Claims Management for a Leading Global Consumer Goods Manufacturer
Client is one of the world’s largest consumer goods manufacturing company, having footprints in over 190 countries and over 400 household name brands.
The project centers around Claims Management for Customer’s Indonesia Region. Application manages all type claims process ( Modern Trade, Distributive – General Trade) For Logistics and Promo (Registration –> Validation & Approval -> Settlement -> Resolution) by Claim Specialists.
Project Challenges
- Significant time elapsed in order to complete end to end Claims processing by Specialists.
- Manual process involved assigning the Claims to respective Specialist to complete.
- Less visibility on Settlement process for the Claims which happens in SAP system.
- Inefficient Approval mechanism of the Claims and less flexible when it comes to Screen based and Email based Approval.
- Logistics-Removal Claims were not having the Claims Management tool.
- Complex Integration with LeverEdge with Higher Volumes
Project Solution
- Solution was envisioned to have a Pega Claims Management Tool which provides the seamless data-flow from one system to another system and provides the clear visibility of each step involved in workflow.
- Areteans team spearheading the Pega Claims module which forms the face of the application providing process visibility, control, and business validation. Areteans Team leveraged Pega 8.4.3 Customer Service framework to manage the Claims process, incorporating business validation and integration with other systems (ECC & LeverEdge).
Tools & Technologies
- The project was built using Pega Customer Service, SAP-ECC Module and LeverEdge.
Benefits
- Significant improvement in crashing process SLA from 1 month to 1 week.
- High volume claims management systems with vertical and horizontal scaling.
- Intelligent routing for DT/MT Customers based on configurable matrix.
- Enhanced Process Visibility and Control throughout Claims Management lifecycle.
- Enhanced Control and Validations for robust data propagation to upstream and downstream systems.
- Timely notification / communication to internal and external stakeholders.