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.

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

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.

The challenge with manual process discovery and employee interviews

FM Global’s initial approach to understanding their processes was manual process discovery, by directly interviewing or observing the employees actually completing the day-to-day tasks in a process

Skan automated process discovery and process intelligence delivers a data-driven view of processes

After realizing the challenges with manual process discovery, FM Global turned towards automated process discovery and AI technologies. After evaluating a number of tools, FM Global decided to move forward with Skan.

Skan is a Process Intelligence Platform that uses computer vision and machine learning to continuously uncover the complete, end-to-end view of digital processes with zero interruption to employees and zero required integrations.

There were a number of key capabilities that set Skan apart from the rest of the solutions on the market.

First, Skan’s approach enabled the highest level of detail and richness of data. Skan provided specific task level data, how employees were completing processes, and how long processes and tasks were taking. Additionally, Skan provided visibility into which tools were being used, even where in certain cases those tools were not supposed to be part of the process.

Second, Skan provided a differentiated focus on privacy and security. FM Global’s information security team was excited about the way Skan’s tool worked, because no confidential or sensitive data was leaving the FM Global servers. As a result, FM Global was able to get the benefit of the analysis that Skan provides while keeping all confidential and sensitive data internal to their network. Skan also made it easy for FM Global to protect the anonymity of employees, and narrow the focus of what was being observed to specific applications.

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.