► ORIAC Business Process Manager (TIA) - Product Details

Automates and tracks required processes to increase efficiency and significantly reduce the risk of error.

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.

How it works:

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.

Fully Scalable

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.

General Key Points:

  • Allows incoming work to be assigned to individuals/teams or functional work queues
  • Work requests for the same customer are packaged together - ensuring dependencies are not lost
  • Possible to have multiple tasks against a single work request - each with its own system generated deadline
  • Deadlines (targets for work completion) are always system generated (non-editable) allowing performance management
  • Deadlines displayed against work, with RAG highlighting, allow customer services team to prioritise their work
  • Timestamps are retained when work is completed, facilitating subsequent measurement of SLAs
  • Supports Two work views: outstanding - work by user/queue and all work by customer
  • Users can see core TIA 'tasks' (case items, claims tasks, complaints tasks, etc.) - providing a common integrated screen for workflow management
  • Notes can be added to a work package at any time to provide additional information (once committed, notes cannot be edited, providing audit ability)
  • Work packages can be assigned individually or in bulk between users and/or queues
  • Bulk assign screen additionally allows users to see the volume of work by user/queue
  • Adding new users to TIA requires no corresponding BPM configuration - work can be assigned to them immediately
  • BPM administrator can configure new types of work, queues, SLAs as required
  • Easy to train end users

Process Wizard allows configuration of common re-usable process flows through TIA.

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:

  • Ability to define task dependency
  • Audit trail of wizards run
  • Ability to configure parameters required by business functions invoked by wizards
  • Standardise how common processes are run
  • Helps to reduce the time it takes to train staff
  • Can be used as a Sales scripting tool
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