Rapid delivery of an advanced insurance claims analysis tool enables our client to equip its clients with powerful new insights for mitigating future losses.
The client is one of the largest property and casualty third party administrators. Its services include claims management, information management, medical cost containment, and risk control consulting and appraisal services.
Enabling action-ready insight
This third-party administrator wanted to present its clients and account managers with action-ready insights from claims data—information that would enable the clients to prevent future losses by implementing operational improvements such as:
  • New safety protocols across locations
  • More accurate reserve allocations

To facilitate this type of insight, the third-party administrator decided to develop a self-service application that its clients could use to analyze claims detail. Specifically, the company wanted the application to:
  • Provide consolidated access to more than 80 years of historical claims data
  • Depict claims data visually to aid users in developing insights
  • Enable ad-hoc analyses
  • Provide dashboards that display claims performance over time

Industry plus technology experience
The company sought a partner that could quickly transform its vision into reality. West Monroe Partners offered the right combination of deep insurance industry experience and an understanding of the latest Microsoft technologies. This expertise, coupled with an acute awareness of the mid-market landscape, helped West Monroe Partners design a better product from the vantage point of the company’s customers.

Delivering on a compelling vision

West Monroe Partners worked with the company to articulate a vision that was outlined to investors and to develop that vision into a clear strategy. Then, the West Monroe team helped the client implement the strategy across three primary program objectives.

Objective 1: Establish a program management structure to deliver on time and within budget
Key steps included:
  • Defining team structure and processes
  • Facilitating steering committee meetings with executive leaders
  • Leading three diverse groups of teams—West Monroe consultants, client technical teams, and the client’s offshore partner—each with their own challenges
  • Leveraging West Monroe’s strong Microsoft relationship and collaborating with Microsoft’s field sales and product teams

Objective 2: Manage business requirements and support training
Key steps included:
  • Working with C-suite executives to define business requirements
  • Reviewing client feedback
  • Applying industry expertise to validate reporting requirements
  • Providing guidance to the development team
  • Designing a comprehensive training approach
  • Delivering the first round of training to internal users
  • Facilitating train-the-trainer sessions to support the application moving forward

Objective 3: Execute technical architecture and delivery
The West Monroe team supported the company through delivery of the new business intelligence application. Key steps included:
  • Developing solution architecture for the application
  • Defining physical architecture and equipment, including hardware and licensing
  • Building the data source in a way that optimized key attributes and metrics of the client’s existing data warehouse for analytical applications
  • Designing and implementing user credentials
  • Defining the security framework
  • Developing common naming conventions to improve data usability
  • Developing standard reports, scorecards, and dashboards and enabling ad-hoc reporting
  • Establishing, implementing, and overseeing testing for data integrity and security

Effective communication and management were keys to success
Given the aggressive time line, new relationship, and presence of multiple teams working together to deliver the solution, the project presented significant complexity. Relying on its extensive program management experience, West Monroe Partners established frequent and candid communication and management processes that enabled:
  • Coordination of more than 30 team members—including both the client’s internal teams and its offshore partner
  • Continuous focus on timely completion of milestones across six major work streams

A “first” in many ways
With the support of West Monroe Partners, the third-party administrator delivered the new application in just four months—coinciding with the company’s annual client appreciation event—to the delight of its most significant customers.

Today, the company’s clients use the application to interact with 400 million rows of claim data, with claims dating back to 1930—enabling them to:
  • Generate reports through the application’s self-service features
  • Gain real-time insight to performance
  • Search and track important claims easily

Not only was the application a “first” in many ways for this organization; it was the first solution of this scale and complexity within the insurance and third-party administration space that uses Microsoft’s new business intelligence tool set. As a result, the company is now well positioned as a leader among its peers and is able to clearly differentiate its services in a competitive marketplace.

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