The standard version of TIA requires that case items (such as policy administration resulting from customer communication) and billing, claim and complaint tasks are assigned to customer service staff, accounts, claim and complaint handlers manually by a supervisor.
Our Business Process Manager (BPM) automates and tracks the required processes. This creates significant efficiencies in the policy, claims, billing and complaints administration processes and significantly reduces the risk of error.
The product enables business processes and workflows to be defined. Each 'Process' will guide the users through the relevant screens and can interact with external systems or APIs (pausing the processing dependent on an answer from the APIs if necessary) to complete the defined process. A process can be started, paused and resumed at a later date. Incomplete processes can be re-assigned to other users.
The configuration 'process' is data driven and does not require IT staff to set-up. It also provides the ability to script multi-lingual guidance notes for each step of the business process. BPM is fully integrated with the TIA system where all of the configuration data is held within reference tables.
It can also be beneficial for training purposes and infrequently performed administration tasks, as well as day-to-day business processes.
ORIAC Business Process Manager is fully scalable - it is currently used at a TIA Customer site processing thousands of work items per day with up to 50 concurrent users. This client installation has 3.8 million customers with 5 million policies. The BPM module has been performance tuned such that response times are unaffected by this large scale operation.
Each process can have any number of process steps and can be configured as a prompt (Decision Point), a callout to an API (e.g. Stored Procedure, Web Service, etc) or a call to an existing TIA menu action (a TIA menu or TIA form). Processes can be attached to a BPM work type which means the business process can be executed on-line in TIA as part of the work request within a work package.
The Process Wizard allows the definition of decision points and interfaces to any external process. This enables you to complete a real-life transaction which is modelled just as you would define and model any industry business process.
The 'Process Wizard' is a fast and easy way of training end users in TIA ensuring that key business processes are always completed in a consistent manner and are fully audited: