Based in Atlanta, Georgia, Crawford & Company is the world's largest independent provider of claims management solutions to insurance companies and self-insured entities, with a global network of more than 700 offices in 63 countries. Major service lines include property and casualty claims management, integrated claims and medical management for workers' compensation, legal settlement administration, including class action and warranty inspections, and risk management information services.
Business Problem
Crawford & Company faced the common insurance industry pressures to modernize aging systems for great flexibility, mobility and social customer engagement, as well as the business process outsourcing pressures to reduce costs while delivering “personalized” processes to a global customer base. The company believed BPM software was the answer for both sets of problems. Crawford selected Appian as a “bridge to the future” that would enable it to maintain the high standards of operational excellence and customer satisfaction Crawford has held for over 60 years.
Appian BPM Solution
Appian was first introduced to Crawford during development efforts for repairNet, the company’s managed repair service in the U.K. The Appian solution, called repairStream, enabled a series of operational and financial process improvements that dramatically accelerated claims fulfillment and quality of work across Crawford’s contractor network, ensuring that proper internal and customer reporting occurs at every stage.
Based on that success, Crawford acquired a global Appian license across an 18 project roadmap. The second Appian deployment was for Claims Assignment & Scheduling. Using Appian and Geo-Location through mobile devices, Crawford can pinpoint the right adjuster to review a claim, and move that claim review process through completion with much more speed and accuracy. The next Appian deployment, Customer Billing, will remove friction and delay in the invoice process, while bringing Crawford’s carrier customers more deeply into the process for greater engagement and satisfaction.
According to Brian Flynn, Crawford’s global Chief Information Officer, “The Appian BPM Suite, with its mobile and social capabilities, is truly an enabler that will change the way we work with our business partners and ultimately how we service our clients.”
