Tracking High-Profile Claims
Chatter automatically pushes the status of important projects, claims, incidents, legal matters and other topics out to risk management staff in real-time. They can comment on a claim, an incident, an occurrence or any other object in the system. Users choose which information to follow and which conversations to engage in.
For example, users can follow a specific claim, which triggers automatic updates any time new information or new comments are added on that claim record. They can also choose to follow a dashboard or document attached to Chatter. If that dashboard is refreshed, or if a new version of the document is posted, they are alerted. System administrators also have controls over Chatter to limit access by certain people or groups, and users have controls to set up private groups among departments or teams.
Jeff Rose, business project manager, risk management, for the state of Utah, said that as his department has implemented Chatter it has been able to find multiple ways to boost effectiveness and transparency, while reducing paperwork and work hours.
For example, Rose said his department uses Chatter to track high-profile claims. Should a difficult claim arise, no longer does an adjuster need to gather the management team together for discussions, which might take one to two days depending on schedules. With Chatter, they send out a comment on what they have done or are going to do, and anywhere management might be with Web access, they can immediately follow the discussion. It amounts to a very accurate, and transparent, record.
"The adjuster can work the claim and if there is a problem or something a particular manager needs to address, they direct the message through Chatter to the right person," Rose said. "It's actually speeding up how fast claims can be settled."
Morrell also has developed a way that loss control can upload a document or picture via Chatter directly into the claim process, so a client gets instant knowledge on specific issues. "Unlike with email, you have the direct Chatter-generated data going into the claim file, creating a permanent record immediately," Rose said.
"We have been using the system for only two months, but we've found Chatter to be a critical component to speeding up the claim system, loss control function and the overall efficiency of risk management for the state of Utah," he said. "That's why it's truly innovative. It is easy to use, and really makes us all more effective."
-- Tom Starner
September 15, 2011
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