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Newgen Insurance Spectrum
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Newgen Software Driving transformation through Operational Excellence
• Software Products in Business Process Management (BPM),
Enterprise Content Management (ECM) & Customer Communication
Management (CCM)
• Global footprint with 900+ ECM and BPM installations in 52
countries across Verticals
• Over 400+ customer’s in BFSI
• Over 100+ mission-critical SSC processes deployments
• Credited with some of the world’s largest implementations
• Innovative culture, Consistent R&D investments, 35 patents
• Employee strength 1200+
• Certified for ISO 9001:2008, ISO 27001:2005 and CMMI Level3
Investors
Offices
USA
UK
UAE
Singapore
India
Newgen Overview
Industry Recognition
Emerging India Award for IT, ITeS and ICE
Significant player in Banking
Market Leader in DM & WF
Innovator in ECM
2010 BPM and 2009 & 2010 ECM MQ Reports
Global Leader in BPM & DMS
“Newgen brings strong support for content interactions within the process (due to its heritage in the
EDM market). OmniFlow is proved for large-volume, document-centric workflows. Newgen has a
good focus on and an understanding of BPM needs in emerging geographies. Newgen consultants
are well-trained in the design and architecture of solutions using Newgen's BPMS.”
Magic Quadrant for Business Process Management Suites, 2010
Fastest Growing
Significant Player
Market Leader
Innovator
Very Large Installations
Global Leader
Enterprise Scale, Proven Deployments
18 Financial &
Accounting
processes across 4
Continents
700+ branches
automated in 2
years; 40,000 loans
per month
Financial Services
30 min consumer
loan approval in 4
countries
2,000+ users, leaner
branches, 97 offices
200 million
customers, 4 billion
pages archived,
2000 branches
Insurance
Claims processing
through 40 low
bandwidth branches
5000 users, 300
branches, 20 million
documents, retrieval
time 3 sec
100+ processes
(e-Serve); pioneering
work
20,000 checks in 4
hours; Loan Proc
14,000 branches
archiving 300 report
types (25GB/day)
55 processes across
LOBs implemented
in just 8 months
450 branches in 22
countries, 4
languages
Banking Banking
Reports Archival for
10 yrs. Automated 9
core processes for
registration
5
Insurance Industry Deployments
Automation of Motor, Household and
Healthcare insurance Processes using WFM Solution – WFM
DMS Installation for archival of 200
million policy records, 4 billion pages
across 2000 branches
Phased approach starting with DMS for
Archival of Policy dockets. Now going for
Workflow.
Workflow automation across 2,000+ users,
leaner branches, 97 offices
45% reduction in Turn around Time
Enterprise DMS for Archival of Policy
dockets across India handling load of
20,000 per day
Unleashing Workflow for all business
processes like New Business, Claims, Policy
servicing and Customer Query Resolution
DMS for Centralization of document
intensive operations over 100 branches
for Policy Documents
Complete life cycle Management of
policy documents using DMS
Full Fledged DMS and Workflow
deployment for Motor Insurance
underwriting process.
Enterprise wide Document Management
Deployment for Policy Dockets
Big Bang approach aiming at ready
platform for DMS and Workflow to
start the India operations
6
Insurance Automation Solutions Across LOBs
Medical
Customer Service
Enrollment
Membership Services
Medical Claims
Renewal of policies & related actions
Handling Cross Promotional Products
Motor
Renewal of policies & related actions
New Business & underwriting
Auto Response to Queries & Deficiencies in Proposals
Customer Query Resolution
Fraud Tracking & Monitoring
Motor claims
Marine Cargo
New Policy Issuance & underwriting
Reinsurance Services
Claims
Documents Management for Customs
Personal Accident
New Policy Issuance & Underwriting
Claims
Fraud Management & Tracking
Life Insurance
New Business & underwriting
Claims
Auto Response to Queries & Deficiencies
Fraud Tracking & Monitoring
7 7
Insurance – Need for Workflow
Customer Front Office
Head Office
Approval/Rejection/
Excepton
Follow up
Corrective Action
Response
Back Office Users
Finance
Underwriting Inspection
Reminder
Reminder Reminder
Response
New policy
FRONT OFFICE
BACK OFFICE
Unified Automation Framework
Content Capture
Processing Reporting & Monitoring
Customer Communication
Archive
Indexing
Collaborative Process Design
People
Process
Execution
Real Time Dashboard Leading Indicators
Record Classification Retention & Disposition Physical Tracking
Long Term
Preservation
Design Templates
Designer
Flat Files Spool
Unified Framework
Distribution
Business Process Management
Customer Communication
Mgmt
Records Mgmt
Enterprise Content Management
9
Document Archival & Core Sys Image-Enablement on OmniDocsTM
Document Processing
•Centralized indexing post
branch scanning
•Maker-Checker approvals
Retrieval
•Search and retrieval of
documents from
anywhere
Physical Documents Mgmt
•Lifecycle management
•Tracking of documents
while in transit or storage
Core Enablement
•Associate & retrieve documents
with Core System transactions (viz
claim papers)
•Faster Query resolution
Documents Archival
• Rights-based archival
• Policy Docs • Claim Docs • Underwriting Reports • Premium notices • Agent Commission Reports
• Remote Image Repository
Document Scanning
•Centralized or bulk scanning
•Distributed scanning
•Web-scanning
•Off-peak upload
Documents Anytime, Anywhere
10
OmniFlow - BPM Product Suite
Visibility, Accountability and Improvements
Business Insights/ KPIs
Operational Reports Investigative Reports
Operational Reports Transactional Report
BA
M/
D
ASH
BO
AR
DS
Default Reports
Graphical & Tabular Reports
Customized Dashboards
Drill Down Reports for detailed Analysis & RCA
Analysis for Load Monitoring, Process Optimization
Email Alerts, Color Code Alerts & Scheduled Reports
Generation
BPO Process Managers can monitor work-load
allocation
Customer’s Process Owners review Processes through
Summary Reports
Trend Analysis Reports across locations & timeline
Process Metrics like SLAs, Turnaround Times and other
KPIs can be measured
Auto escalations as per defined TATs / SLAs
14
Integration Capabilities
Integration via Service Oriented Architecture (SOA)
Web Services
Messaging Services
API Integration
XML API
Java Beans
GUI based Integration
Custom Desktop
Automated workstep
Form based integration
Terminal Emulators
Standard Adaptors
DMS Archive Connector
SAP Adaptors
15
Integration Examples
Sr. No. Customer Name Core Application Processes Automated Integration Methodology
1 Fortune 100 company, largest
player in US
Ingenium: Web based
Core Application
New Business, Owner
Servicing and Claims
Process
Web Services: Integrated
desktop containing OmniFlow
& Ingenium
2 Premium General Player in
Singapore
Premia: Oracle Database
based Core Application
Claims Processing Web Services
3 Purely Private Indian
Company, part of Multiple
Domain Business House
Life Asia: IBM DB2
database based Core
Application
New business, Servicing
and Claims Processes.
Letter Generation
through OmniFlow
Table based Integration for
fetching data from Core
System. OmniFlow used as the
Primary Desktop by End
Users.
4 India’s No1 Life Company:
Public Sector Organization
eFEAP: Cobol based Core
Application
Storage, Search &
Routing of Dockets,
Documents Generation,
Image Enabling of Core
System
Text Buffer/Flat File
5 Largest Airline of Kenya Multiple Legacy Systems
like ICARUS, Unique,
CORDA/CORDECO
Screen Scraping/Terminal
Emulator
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45% Reduction in Policy Servicing TATs
“… the front-end for many of our business processes…system allows us to closely monitor
timeframes, given the substantial growth in the number of customers and rapid growth in the
number and complexity of customer requests.”
Challenges:
•Ambitious customer acquisition targets (LIC had the monopoly)
•Planning for 300-500% growth in operations in short time frame
•Lower costs and increased people productivity
•Reduce TAT of transactions
•Adhere to strict response times defined by regulator
Processes Automated:
New Business Acquisition
Policy Servicing
Claims
Benefits:
• Policies issued within 24 hrs
•Reduction in document handling cost
•80% auto-work allocation
•Automated Role and Group management
•45% reduction in Policy Servicing TAT
17
Enhancing Scalability – 20,000 documents per day
Challenges
•Quick Customer Service
•Difficulty in searching
•Space constraint
•Need for an effective system
•Re-insurance cases turn around time
•Curb Cost
Solution Deployed
•Document Management System for all the policy documents
(handling 20,000 documents per day)
Policies issued uploaded on the central DMS Server
Document scanned from different locations Policies can be accessed online from
different branches
Solution Deployed
Branch Office
Branch Office
Branch Office
Benefits
Easy Document Search and View
Seamless Flow and upload
Instant Access for Re-insurance
Streamlined Processes & reduced TAT
Optimal Bandwidth Utilization