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Dm MARKET FOCUS: INSURANCE<br />
"BY IMPLEMENTING INTEGRATION AND AUTOMATION MODERNISATIONS WITH A CLOUD-NATIVE BPM, THE<br />
INSURANCE COMPANY CAN CREATE AND DEPLOY CUSTOMER SELF-SERVICE PROCESSES AND SPECIALISED<br />
INSURANCE PRODUCTS FASTER, PROVIDING A SIGNIFICANT COMPETITIVE DIFFERENTIATION. A CLOUD-NATIVE<br />
INFRASTRUCTURE ALSO PROVIDES ELASTIC SCALABILITY FOR DYNAMIC SCALING: FOR EXAMPLE, IN THE CASE OF A<br />
REGIONAL FLOOD OR WILDFIRE, THE CLAIMS PROCESS CAN SCALE DYNAMICALLY TO HANDLE THE INCREASED<br />
LOAD, REDUCING THE RISK THAT AN ANXIOUS CUSTOMER SEES A WEBSITE OR APPLICATION THAT WON'T LOAD<br />
DUE TO TRAFFIC."<br />
premise but will more easily be able to<br />
interact with public cloud infrastructure.<br />
Level 3: Develop customer-facing selfservice<br />
processes using a cloud-native BPM<br />
Create processes that follow the customer<br />
journey, allowing customers to initiate<br />
and participate in flows that create<br />
policies, update their policy information,<br />
and manage claims via the SOR service<br />
APIs. Internal tasks that cannot be fully<br />
automated will be routed to an internal<br />
worker as required. The customer-facing<br />
portions of the processes will execute in<br />
the public cloud - in a highly secure<br />
manner - but very little data needs to be<br />
persisted outside the company's SORs,<br />
minimising data security concerns. In my<br />
previous post, I discussed the advantage<br />
of cloud-native BPMS deployments, and<br />
how they can benefit in situations such as<br />
this where you're bridging between onpremise<br />
legacy systems and public cloud<br />
customer interactions.<br />
Level 4: Make processes more automated<br />
and intelligent<br />
Incorporate intelligent automation<br />
technologies, including machine learning,<br />
artificial intelligence and third-party<br />
industry analytics, to fully automate the<br />
customer-facing processes where<br />
possible. For example, most rental or<br />
homeowner policies can be issued<br />
without employee intervention, and many<br />
types of claims can be adjudicated<br />
automatically and paid out immediately.<br />
By implementing integration and<br />
automation modernisations with a cloudnative<br />
BPM, the insurance company can<br />
create and deploy customer self-service<br />
processes and specialised insurance<br />
products faster, providing a significant<br />
competitive differentiation.<br />
A cloud-native infrastructure also<br />
provides elastic scalability for dynamic<br />
scaling: for example, in the case of a<br />
regional flood or wildfire, the claims<br />
process can scale dynamically to handle<br />
the increased load, reducing the risk that<br />
an anxious customer sees a website or<br />
application that won't load due to traffic.<br />
Although I've put the recommendations<br />
in this piece in the context of an insurance<br />
company, there are potential benefits for<br />
any organisation looking to modernise to<br />
a containerised cloud architecture and<br />
improve customer-facing processes:<br />
Applications, both internal and<br />
customer-facing, can be assembled<br />
from independent services including<br />
legacy APIs, BPM microservices and<br />
third-party cloud services. This allows<br />
them to undergo rapid iteration to<br />
match the speed of your business.<br />
Containerised hybrid cloud<br />
applications can be quickly ported<br />
from development to test to<br />
production environments, whether on<br />
premise or in a private or public<br />
cloud, with minimal risk of<br />
incompatibility.<br />
Cloud applications can be scaled up<br />
(or down) automatically to meet<br />
demand, providing better cost<br />
efficiency.<br />
More info: www.column2.com<br />
24<br />
@DMMagAndAwards<br />
May/June 2018<br />
www.document-manager.com
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