CASE STUDY:
Intelligent Capture for Risk Management
Managed services provider eliminates late claim fees and improves customer satisfaction with OpenText Intelligent Capture
80
Reduced risk of fines
90
Reduced claims support times
Business Challenge
- Third party administrator of self-insurance programs manually reviewing over 20 million pages of claims annually
- Claims process includes printing of electronic files and manual data processing with a team of 25 processors
- No technology in place to capture images and pull key data for review
- Claims capture was bottleneck for claims processing function
- Claims processing is time sensitive with fines for missing processing deadlines
- Significant costs for labor, printing and storage was impacting overall profitability
- No automated ability to identify and escalate urgent incidents
Solution
- Implemented OpenText Intelligent Capture to automate full OCR for each incoming claim and key field extraction
- Used auto classification to identify the incoming document types to ensure the specific key meta data was pulled for each claim
- Provided key claim information to the existing claims solution to streamline the claims process
- Implemented the Intelligent Capture validation client to prepare the organization for future project phases
- Implemented with no change to existing business processes, other than data entry
Benefits & ROI
- Increased processor team productivity by eliminating manual data entry
- Improved customer satisfaction by having the processor team focus on exceptions and improved customer satisfaction
- Ability to identify specific document types that require immediate action, thereby reducing risk of fines by over 80%
- Eliminated fees for late claims processing caused by manual indexing
- Reduced claims support times by 90% with improved search of documents via metadata or full text searches
