Solution created by Talea Consulting
Sector: Multisettore
Function: Logistica
Requirement
In a business environment characterized by high shipment volumes and an increasing number of claims, effective coordination between administration, customer service, the insurance department, branch offices, and customers is essential to ensure service quality, responsiveness, and operational control.
Managing insurance claims and customer complaints requires a structured process capable of collecting information, documents, and communications from multiple stakeholders while maintaining complete traceability and visibility into the status of each case.
Before the project, claim management was fragmented across multiple applications, disconnected procedures, and traditional communication channels such as phone calls and emails.
Customers often had to contact the local branch manually to open or follow up on a claim, while internal departments coordinated document collection, assessments, communications, and updates through repetitive, largely manual activities.
This approach delayed the activation of claims by the insurance department, increased the administrative workload, and made the reimbursement process more complex.
The company’s objective was therefore clear: to standardize and automate the entire claim lifecycle, reduce manual data entry, improve information exchange between all stakeholders, and provide customers with a guided digital channel for submitting supporting documentation.
Implementation
Talea Consulting supported the customer in implementing an integrated solution based on ARXivar Document & Workflow Platform and Microsoft Azure, with the goal of transforming claims management into a fully digital, end-to-end process.
The platform manages the entire workflow, including:
- claim submission through the corporate website;
- automatic generation of the claim opening form;
- automatic document filing and case creation;
- preliminary claim assessment;
- requests for additional documentation from the customer;
- communication with the relevant internal departments.
Through integration with the company’s business applications, each claim is automatically routed to the appropriate branch office, while documents, attachments, and communications are collected in a centralized document repository that can be monitored in real time.
Customers can also access a dedicated portal to upload documentation through a guided process and independently track the progress of their claim, significantly reducing the need to contact branch offices by phone or email.
Results
The new digital claims management process delivered significant improvements in efficiency, control, and overall service quality.
Key results include an 80% reduction in claim processing and resolution times and a 90% decrease in emails related to document submission.
The solution also enables the company to track more than 150,000 shipments per year and efficiently manage approximately 50,000 claims annually, providing complete visibility throughout the entire process.
By centralizing documentation, reducing manual activities, and providing real-time status updates, the company has made its claims service faster, more organized, and more accessible for customers.
Overall, the project transformed a fragmented operational process into a fully integrated digital workflow, improving the customer experience, reducing internal processing times, and increasing control over the entire claims management process.
Talea Consulting
Talea Consulting specializes in the digitalization of companies' internal processes: the innovation we deliver improves productivity, streamlines daily operations, and enhances business competitiveness.
Our flagship strength is a team of more than 15 Project Managers and consultants with extensive expertise in leading Business Process Management (BPM) technologies and strategies. Thanks to their experience, we help hundreds of clients optimize the flow of information, data, and documents that move in and out of organizations every day, as well as between different departments.
We apply our technical, consulting, and training expertise to deliver projects that adapt to and improve business processes across various departments. We achieve this by integrating with existing systems or developing tailored solutions based on our direct experience in specific business domains.
