A proprietary application that outgrew its purpose.
What started as a customer service application had quietly grown into the company's primary workflow and claims processing platform. Over time, a deeply customized feature set had been built on top of it, one that was too embedded to simply retire, and too fragile to scale. The company needed a new home for those operational processes: one that could handle the volume, the routing complexity, and the variety of ways claims actually arrived.
The WorkService Cloud migration with automated claims routing.
Digital Mass built and implemented a Service Cloud claims automation: a routing process that identifies claims meeting defined criteria, routes them to a dedicated queue, and batches them for downstream submission to the database of record. Claims that fit the pattern are handled without manual intervention. Those that don't are surfaced for examiner review.
Three new intake channels (mail, mobile app, and web application) were introduced as part of the transition, expanding the ways customers could submit claims or interact with their accounts.
The Results400 users migrated. New channels opened. Productivity up 130%.
- 400 users migrated to Service Cloud over a 9-month development timeline.
- 3 new intake channels launched: mail, mobile app, and web application.
- 130% increase in productivity per claims processing agent after Phase 3 of Workflow 360.
