Insurance Systems Solutions - Global Transport shifts into top gear with Gratex' UPM System
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Insurance Systems Solutions
Case
Study
Global Transport shifts intocase
top study
gear
Global Transport
with Gratex’ UPM System
The Challenge: “The return on investment GRATEX delivered has exceeded our
Manual processes and disparate systems were inhibiting productivity and growth. expectations. We are in the process of re-modeling our business
processes to meet the ambitious growth goals we have set whilst
improving our overall service offering. The service and responsive-
The Solution:
Integrated business processes, knowledge base and operational systems in a single ness we experience is of a level we aspire to ourselves. GRATEX is
platform built on Gratex’ UPM business management a true business partner for us.”
solution. Glenn Lambert, Deputy Managing Director, Global Transport & Automotive Insurance Solutions
The Results:
Productivity Increase, Reduced Cost, Business Knowledgebase
Overview Global Transport & Automotive Insurance
Solutions is a leader in the Australian trans-
port industry insurance market. Operating
traditional manual, paper based workflows
and significantly improve staff productivity
across eight branch offices in Australia and
since 1996, the Underwriting Agency is one office in New Zealand.
known for tailored insurance programmes
Global Transport understood they were
covering heavy motor, light commercial
about to embark on a major project that
units, taxi, bus and coach operators,
would re-engineer their entire business,
commercial sedan fleets as well as heavy
transforming their operation from multiple
mobile plant and equipment.
standalone and manual systems into one
‘Service, knowledge and protection’ are integrated platform.
Global Transport’s guiding values to deliver
Global Transport partnered with GRATEX
unmatched customer service and share-
International to ensure this potentially high
holder value.
risk “big bang” project was managed and
To unlock the potential of their business implemented successfully, on budget and
and remove operational barriers for growth, on time. The transition occurred literally
Global Transport needed a ‘future proof’ from one day to the next.
business systems platform to automate
Global Transport case study
The highly flexible UPM system and management team now has full visibility
GRATEX’s deep domain knowledge, allowed and control across all business processes.
Global Transport to “encode” and preserve
their unique processes, thereby protecting “We know that projects of this scale have a 70-80% failure rate
their competitive advantage while allowing and we didn’t want to be a statistic. The solution and implementa-
staff to continue to deliver exceptional tion approach from GRATEX delivered the outcome. They took a lot
customer service.
of care to get it right.”
Making a quantum leap into the future, Glenn Lambert, Deputy Managing Director, Global Transport & Automotive Insurance Solutions
Global Transport’s operations now runs
on an extendable platform that allows the
A single source of truth allows for informed
business to grow while minimising cost
decision making and empowers decen-
and meeting stringent compliance require-
tralised operations so they can deliver a
ments. The centralisation and automation
responsive customer service.
of processes has increased staff productivi-
ty as well as customer satisfaction.
The new platform has given Global Trans-
port a holistic view of their business. The
Situation GLOBAL TRANSPORT has enjoyed healthy
organic growth over many years and
increased consistently business volumes.
GLOBAL TRANSPORT staff had to calcu-
late premiums in spreadsheets and use
disparate systems including an Insurance
As a result, the complexity, transaction Application, CRM and MYOB system.
volume and scale of operations outgrew
The management team didn’t have the
traditional systems and manual paper
necessary visibility and control of the busi-
based workflows. Over time, maintaining
ness to navigate the organisation through
the systems and work practices became
aggressive growth.
too cost intensive and cumbersome. Most
importantly, these systems were not inte-
grated and consequently operations had to
rely on experienced staff to ensure sales
and customer service were delivered to the
desired standards.
Global Transport case study
It was clear that a new business system “We knew what we needed and how we wanted to operate.
was required for the future prosperity of
The UPM system gives us the control, functionality and flexibility to
the business:
do business our way. GRATEX did a thorough job in understanding
• Business Process automation to elimi-
our requirements and translating it into the right design.”
nate manual data entry and paper based
Peter Rogl, General Manager - Underwriting & Technical Services, Global Transport & Automotive
documentation. Insurance Solutions
• Enforcement of business process stan-
dards and rules to maintain quality and • Compliance and governance across all
consistency of policies. systems, processes, transactions and
• High flexibility to allow for specialised documents
workflow processes. • Ability to scale volumes at reduced cost
• Faster time to market for products, agility per unit.
to respond to changing business condi-
tions.
Solution GLOBAL TRANSPORT’s business trans-
formation objectives were formidable.
Business-as-usual needed to continue
“Assessing the market we found that GRATEX had the track record,
service reputation and technology we were looking for. When we
to deliver high customer service levels, saw the UPM system, it was clear that it could do everything we
while the organisation prepared to transfer wanted. It was flexible and extendable to serve us going into the
everything to the new platform and sys- future.”
tems. There was no room for failure. One Peter Rogl, General Manager - Underwriting & Technical Services, Global Transport & Automotive
day the old systems and procedures were Insurance Solutions
switched off. On the morning of the next
Cancelations, Endorsements, Renewals) ,
day the new systems and processes were
Claims Processing, Central Rating Engine,
switched on.
Communication Gateway (email, fax SMS),
GRATEX’ UPM (Underwriting Performance Document Management, CRM, Financial
Management) system delivered all the Management, Online Services such as
functionality to manage GLOBAL TRANS- Quoting and Claims Submission, Reporting
PORT’s entire end-to-end operational and Business Intelligence.
business processes including Under-
GLOBAL TRANSPORT’s focus on customer
writing (Quoting, Policy administration,
service as a competitive strength required
Global Transport case study
the implementation of specific business “We needed a way to control the way customers were serviced and
rules to ensure standards, but also em-
direct the work to the right people rather than simply allocating it to
power staff to make the best decision at
the time for the customer. whoever happens to pick it up.”
Peter Rogl, General Manager, Global Transport & Automotive Insurance Solutions
“When I designed the system with the GRATEX team, I ensured assigned to the most appropriate staff
that everything is allocated and totally transparent. Every step member with the right skills and authority
needed to be performed in the system to get the transparency we levels.
wanted for the business to manage performance and ensure gov- As a result productivity is improved, the
ernance through times of growth.” need to recruit highly skilled staff is re-
Peter Rogl, General Manager - Underwriting & Technical Services, Global Transport & Automotive duced, and human error risks are mitigat-
Insurance Solutions ed.
With seamless, “in-built” document
A key factor to lift customer satisfaction
management as part of the core business
and staff productivity simultaneously was
system GLOBAL TRANSPORT’s operations
the ability to configure the UPM system so
were transformed into a paperless office.
that the customer would be automatically
All policy documentation is now produced Data has to be entered only once. for users as it seamlessly integrates with
automatically by the system ensuring con- All manual data entry was eliminated and, the Microsoft office interface. The UPM
sistency. All external documents that may as a result, data integrity and accuracy system is built on industry standards,
greatly improved. which reduces the need for extensive train-
“Nothing falls through the cracks; every piece of information is ing for both, users and internal IT staff.
The transition to the new system was easy
captured, allocated and controlled through the entire process.”
Peter Rogl, General Manager, Global Transport & Automotive Insurance Solutions
“As a business betting our competitive edge on customer service,
be received in hardcopy are now centrally we understand that ‘people in front of people’ makes all the differ-
scanned and assigned automatically to the ence. We need to keep a fine balance between central control and
right entity in the system.
efficiency goals on the one side, and empowering our skilled peo-
The integration of previously manual ple to make the best decision depending on the customer situation.
spreadsheet processes, like the calculation
With UPM we can use these levers in a flexible and transparent
of rates for premiums, means that GLOBAL
TRANSPORT can now monitor many opera- way. It gives us the opportunity to continually improve the way we
tional and key risk factors automatically as do things.”
all the processes are integrated. Glenn Lambert, Deputy Managing Director, Global Transport & Automotive Insurance Solutions
Global Transport case study
Business Benefits • One integrated platform for all transac-
tions, operational processes and
of the UPM Project
document management.
• Ability to scale the business while ensur-
ing quality of service at low cost.
• Central Control across decentralised
GLOBAL TRANSPORT re-modeled their
national operations.
entire operations, in one project, that has
been delivered to time and on budget. With • A managed operational knowledge base
the same staff levels, a better and more of the business.
efficient service can be delivered to the • Protection of unique and differentiating
broker network while containing operating company processes.
costs. GLOBAL TRANSPORT can now plan
• Performance management and contin-
with confidence and certainty for future
uous process improvement based on
growth.
factual information.
• Business rules ensure highest customer
service standards.“Going forward we are already planning the implementation of • Increased business agility to respond to
market changes.
sophisticated analytics to help our decision making. Finally we are
building meaningful historical data that allows us to gain real in- • “One version of the truth” – improved
data quality and consistency as all data
sight into our business.” is managed in one integrated system
Glenn Lambert, Deputy Managing Director, Global Transport & Automotive Insurance Solutions across multiple business processes.
• Centralised in-built rating engine en- • Minimisation of human error through
sures accurate rating in UPM and online business rules and validations imple-
portals. mented in the system and removal of
• Transparency and control across all multiple data entry points.
processes and KPIs.
• Full audit trail across all operations (who-
what-when).
• Reduced cost of operations through
higher staff productivity.
Global Transport case studyWhy GRATEX? to work with a technology and business
partner than could be trusted and relied
upon 100 percent, thereby mitigating any
understood the business needs, and had
the in-depth technical skills and resources
to deliver the promise. The small GLOBAL
potential risk to the organisation. To ensure TRANSPORT project team worked with a
Undertaking the type of large and mission
the outcome was successful and that all multi-skilled GRATEX team which allowed
critical transformation project that GLOBAL
objectives for the project were met, GLOB- true teamwork, fast turnaround and reliable
TRANSPORT implemented is a substantial
AL TRANSPORT partnered with GRATEX, project delivery.
challenge for any organisation and may
relying on their extensive experience and
potentially present a significant risk to GRATEX had the industry domain knowl-
expertise to guide GLOBAL TRANSPORT on
the business. Therefore, it was important edge, skills and experience to deliver the
a safe and secure path to success.
entire project lifecycle spanning business
“We worked in an iterative way. We knew all the time where we were GRATEX’ competence in delivering game requirements, application design and in-
at and if the system is delivering what we wanted, as a result we changing system solutions to the insurance frastructure architecture, system build and
had a lot of confidence in the outcome; it was a no-surprise situa- industry is based on three pillars: proven implementation, testing, change manage-
tion. Especially during implementation time, where we had no room technology, many years of industry expe- ment and end user training.
rience and commitment to the business
for error, the service responsiveness from GRATEX was second to outcome. GLOBAL TRANSPORT was able
none.” Peter Rogl, General Manager - Underwriting & Technical Services, Global Transport & Auto- to trust Gratex’ advice, because the team
motive Insurance SolutionsGRATEX
INTERNATIONAL
Lakes Business Park
Unit G1, 2B Lord Street
Botany, NSW 2019
Tel: (02) 8335 1100
Fax: (02) 8335 1190
Email: info@gratex.com.au
www.gratex.com.au
www.gratexinsurance.com
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