UPDATE: Crawford & Company has been recognized as a 2014 Gartner BPM Excellence Award winner for its global insurance claims BPM platform program.

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. Crawford selected Appian’s technology as the platform to solve both problems.

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 BPM Software 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 next major initiative was the creation of Crawford Community, a revolutionary “BPM + Social” application that streamlines all of Crawford’s catastrophe-related resource management, from the assignment of insurance adjusters to the management of claims and final claim resolution. Crawford Community includes the Catastrophe Unit Personnel Tracker (CAT PT) mobile application. CAT PT uses Appian’s software and the Geo-Location capabilities of adjusters’ mobile devices to allow Crawford to pinpoint the right adjuster to review a claim, based on location, capacity and a past performance scorecard. Adjusters then use the same mobile app to upload photos of a claim site, along with electronic claim forms directly from an iPad, iPhone, BlackBerry or Android phone. The result is greater speed, participation and accuracy in Crawford’s core company mission.

The next Appian deployment, Customer Billing, removes 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 is changing the way we work with our business partners and ultimately how we service our clients.”