Background

Zurich Insurance, a leading insurance company, has a highly successful commercial insurance division, an area that specialises in loss control for companies within the construction and manufacturing industries.

Zurich’s objectives for this project were:

• to improve customer service levels through the supply of more accurate and timely information, following the completion of statutory plant inspections and the issue of inspection certificates,
• to implement a complete workflow solution taking into account the requirements of the business, the engineer and the customer,
• greater co-ordination between the various parts of the customer cycle to ensure all streams of the business could share and access consistent and up-to-date information,
• a streamlined and flexible solution  to increase efficiency and productivity.

Solution

The System Dynamics solution encompassed a number of different enhancements and changes to the process, including:

• a collaborative, automated solution that provided a link with each section of the company,
• the creation of fully automated forms characterised by drop-down menus, increasing speed and efficiency,
• the pre-populated forms included 26 templates, to enable engineers to report on a range of insured equipment, in line with current legislation,
• facility for all engineers to access off-line and off-site functionality while waiting to access client sites,
• facility for engineers to upload or synchronise information via a dedicated ISDN line and submit all reports on a client-by-client basis.

Benefits

The solution has provided a range of benefits to Zurich, including: 

• enhanced efficiency, security and productivitys,
• reduced telephone costs, as engineers are able to work off-line,
• security was strengthened by enabling all reporting and updating to be synchronised across all departments involved in the customer cycle.