Sun Life has more than 1,300 claims workers spread across North America processing high volumes of claims, annually. More than 45,000 complex long term claims that last months, or years are open, creating a potential customer service nightmare.
Geographically decentralized work structure
Slow response times
Manual task overload
Sun Life dedicated itself to make significant improvements in case management and processing capabilities, seeking to dramatically improve customer service, speed, costs, case management, employee engagement and national oversight. Quite the undertaking, especially when needing to factor in operational performance across the enterprise and in satellite locations. Leveraging its existing systems, Sun Life turned to IPD to optimize case management and process capabilities and deliver operational transformation.
Create initial direct savings of $2 million annually
Shorten recovery rates, the "holy grail" in disability
Integrate key missing functionality
Enable satellite workers while enhancing employee satisfaction
Measurably increase competitive differentiation
Sun Life sought an IBM/FileNet partner with expertise, domain knowledge and world-class references to achieve its lofty objectives. IPD was selected to upgrade, integrate and implement newer IBM/FileNet technologies while seamlessly including IPD Ultera to further enhance capabilities and transform operations.
Additionally, through the use of the IBM/IPD case management claims solution, Sun Life developed predictive modeling for disability claims. A scoring method assigns the probability of recovery, then assigns an appropriate plan of action for the claim and allocates the proper resources. Implementing predictive modeling is a reliable method to dramatically improved recovery rates.
Sun Life staff no longer navigate a variety of systems. By using Ultera, everything is consolidated. This allows Sun Life to acquire the best talent around the world and allows employees to work at satellite locations, creating great employee satisfaction.
"Our business has been transformed as a result of working in this (IBM/IPD Ultera) environment."