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Innovative Company - Best Customer Experience Finalists 2024


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What business problems did your organization / project face, and why did you choose a digital adoption strategy to help you solve it?

Our IIA Claims trading division faced an issue of users inconsistently using the correct and required template based on the information of the claim. This led to inconsistent management of claims and major delays in decisions being made to help and serve our customers.

One of our key strategic goals is to build better businesses and this inconsistent process was not helping us meet this goal. In addition to this, another key strategic goal of ours is to create value through digital and WalkMe is an obvious tool in achieving this strategic goal. WalkMe was selected after it was deemed by the Guidewire team that the proposed solution could not be implemented by the team due to a system limitation.

How did you use WalkMe, in conjunction with other strategies and technologies, to address your challenges?

This solution was a part of our Claims Simplification initiative. We used WalkMe to identify the specific scenarios where a specific template would be used. Based on this information, WalkMe displays a unique Launcher, which when clicked triggers an automated Smart Walk-Thru that populates the relevant fields with the unique template text.

This process was replicated to support all 31 unique general nature of loss scenarios within the claims system. Due to the system limitations, WalkMe was the only solution to this unique problem.

How does your digital adoption strategy, especially with regard to WalkMe, impact or benefit your end-users (customers and/or employees), your team, and leadership?

Our implementation makes the process of completing claims much easier and simpler. By using WalkMe to solve this problem, we were able to deliver the solution with a $30,000 budget saving (compared to going down the road of trying to make system changes). Since launch, our solution has saved over 1100 hours. This means that our frontline consultants have more time to focus on servicing our customers.

These hours saved equate to an FTE saving of 0.49 which results in a $39,624.12 FTE saving. This saving is only over 2 quarters so we expect the value to increase as the year goes.

How has your digital adoption strategy, especially with regard to WalkMe, helped your organization better achieve its mission, goals, or values?

One of our key strategic goals here is to deliver value through digital. Our WalkMe implementation has achieved this goal!

Since launch, our solution has saved over 1100 hours. This means that our frontline consultants have more time to focus on servicing our customers

Please share any additional information about your role in the project, your results, and/or your vision for the future that supports your submission.

I am the Product Manager for WalkMe at our organisation. For this particular project, I also worked as a Builder and after deployment, the analyser of the data while working with the business.

If you're using WalkMe outside of the project described in this submission, please share additional examples.

We use WalkMe in 9 other systems across our organisation. Our digital adoption strategy has led to the following successes:

  • 339 hours returned to the business per quarter using smart tips. This has reduced our frontline average calls and allowed them more time to service customers. (EPD PC AU)
  • $0.5m in excess savings in a 6 month period in Claims NZ
  • $20,000 project savings from the Claims Simplification project (AU)
  • 20% reduction in average handling times in Claims Au by using the claims simplification button (a WalkMe Launcher)

About your organization

IAG is the parent company of a general insurance group with controlled operations in Australia and New Zealand. Our businesses underwrite over $12 billion of premium per annum, selling insurance under many leading brands, including: NRMA Insurance, CGU,​ Swann Insurance, WFI and Poncho Insurance (Australia); and NZI, State, AMI and Lumley (New Zealand).