BPM Tool for Claims and Suggestions. Tommy & Clerius [Chapter 3]

Posted by MichealH Alexander on January 16th, 2020

In the previous chapters, using a BPM tool, Tommy and Clerius solved their growing pains and deliverables approval workflow problems at their consulting firm, CleTo. Now, a new unforeseen one appears: changes in the legal regulations, force them to process the Complaints, Claims and Suggestions in less than 5 working days. This workflow needs some automation…

Managing Claims and Suggestions

Under the new rules, it will be mandatory to provide a public web form, where any customer can submit a claim or suggestion. This form must provide fields to describe the problem or suggestion, the name of the sender, a notification email and attachments (evidence).

And most importantly, once entered the company must respond to it within a maximum of 5 working days.

From CleTo‘s point of view, claims and suggestions must be visible to all those who work on them. In addition, alerts must be raised to avoid non-compliance. For all this, Tommy said:

Clerius, clearly this is a process that must be automated. We need a BPM tool that allows us to model the different flows. We need a centralized repository for all claims and suggestions. And we need to proactively raise alerts.

Instrumentation in a BPM tool

Clerius modeled the process diagram, from receiving to answering the claim or suggestion. The BPM tool allowed him to draw a BPMN diagram with all the logic.

A BPM tool allows you to configure notification tasks via email, sent automatically, for example, to notify the resolution of the claim.

Start of the process by the customer

A key requirement is inserting the Claim & Suggestion Form in CleTo’s website so that the clients can initiate it easily. In other words, without authenticating to any site, they can create a new Claim or Suggestion and start the workflow. To do so, they used Flokzu’s Public Forms functionality.

The Public Forms also allow attaching files. The customer could incorporate evidence or additional documentation to the claim or suggestion.

Timers and alerts in the BPM Suite

Each task in the defined process has a maximum execution time (due date), which the BPM tool will control. In addition, this period may (or may not) only count the working days.

But in addition, alerts can be defined, so that if this deadline is exceeded, measures can be taken. For example, send an email to Tommy so that he is aware and takes action.

These are two different and complementary instruments, as described in this post.

Ongoing Claims and Suggestions report.

Finally, Clerius defined a custom report, which shows all ongoing Claims and Suggestions, who is responsible for them, and their due date. This helps them quickly visualize those cases that require urgent attention, generating a much stronger collaboration with their team.

In sum…

A BPM tool allows modeling and formalizing the process of reception and treatment of Claims and Suggestions. It allows customers to use a public form to submit them, as well as managing alerts and due dates to ensure that regulations are met. Centralizing the information allows a complete analysis of the instances in execution, in order of better management and collaboration between the teams that work in this workflow.