Skan Case Study

 

 

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FM Global Optimizes Insurance Claims with
Skan Process Intelligence Platform

 

Jen Faria LinkedIn

 

 

 


 

“When you take the security of the (Skan) product, and you combine it with the really powerful data and analytics that go along with it, it’s a no-brainer“ 

 

- Jen Faria, Digital Enablement and Automation Services Lead, AVP
FM Global


 

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The challenge of efficiently scaling while maintaining SLAs and high customer satisfaction

 

FM Global is a leading commercial insurance provider. A core part of their business is the fulfilment of claims, a formal request by a policy holder for coverage or compensation for a covered loss or policy event. It is critical to both customer satisfaction as well as management of business costs that these claims are processed both quickly and accurately.


As FM Global grew its book of business and number of customers, it was faced with the challenge of serving an increasing number of claims resulting from those additional customers, while retaining the integrity of making great decisions and having fast turn around time to ensure customers are delighted, all without the need to increase the size of the team servicing those claims.

 

 


 

“One of the things you don’t ever want to do is to automate a bad process. You are just going to make bad things happen faster, and that is not what anyone wants.”

 

- Jen Faria, Digital Enablement and Automation Services Lead, AVP
FM Global


 

To achieve these goals, FM Global looked towards tools and techniques such as automation, process optimization, and digitization.

 

However, FM Global quickly realized that before they could optimize their processes, they better needed to understand their processes before they could determine how they could improve them, and what the roadblocks and challenges were.


 

“We are very excited about the work that we are partnering with Skan on right now, and certainly look forward to many more successful use cases.”

 

- Jen Faria, Digital Enablement and Automation Services Lead, AVP
FM Global


 

Third, Skan’s computer vision based approach to automated process discovery was able to run in the background, so FM Global was able to get an authentic view of how processes were being completed without the need to take any employees away from day-to-day tasks or work.


In the end, FM Global was able to get a richness of data that could never have been achieved from interviews, including how long it took to truly complete a process, and an understanding of the variations and most frequently visited process paths.


Moving forward, FM Global is evaluating not just using Skan for automation efforts, but also for broader process improvement efforts.

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