Fully Automate Claims Processing Beyond OCR

Organizations, from healthcare to insurance to government agencies must process claims that arrive from all points of capture. Because it is difficult to control the scanning process for claims, the result is images of all types with variances of either scale or image resolution. In addition, supporting documentation may accompany a claim form. This makes it challenging to achieve high-levels of processing automation.

OCR and fixed-form capture can be useful tools for standardized forms, but they don't accommodate variation in scale, resolution and unknown types of supporting documentation for claims. If you’re looking to expedite the processing of all claims documentation, advanced capture picks up where OCR capabilities stop.

Advanced capture provides automation far beyond converting images of documents into text. Your advanced capture solution should be able to:

  • Configure itself & adapt to changing streams of documents
    This improves claims document preparation time by drastically reducing the need for human input before, during and after the forms are filled out and scanned. Pages can be scanned in any order, further reducing man-hours spent preparing documents.
  • Measure & improve system performance
    Smart learning eliminates the need for templates or rules-based approaches and requires only a sample data set and output results to train the system for more accurate, immediate results. These capabilities include classifiers, image perfection, variance detection and document analysis.
  • Reduce proprietary knowledge requirements
    Most systems rely on a set of application experts to be able to deploy, maintain and support the business application. Configuration with machine-driven advance capture eliminates the need for specially trained people to be able to maintain it.
  • Complete tasks without the typical time and expense of professional services
    Less document prep, fewer requirements on analysis of documentation and less reliance on external services result in faster throughput. By shortening the time it takes to go live, you start producing savings sooner against the project investment.
  • Analyze documents through self-learning from your tagged samples
    While adapting to the most dynamic document streams, simultaneously measure and improve performance in the background. Your system learns what data is able to run ‘straight-through’ with no user intervention and preserves better than human-level precision.
  • Create a document map with only the click of a button
    By importing a PDF form, your advanced capture should automate mapping fields to the page and set field properties such as data type and name. This reduces hours of work to just one click.

If you'd like to learn more about our advanced capture claims processing solution, please contact us or call 360-943-9273.
ILINX Advanced Capture locates, extracts, and validates any type of information in the document including machine print, table data, images such as logos, signatures, all forms of handwriting, barcodes, check information, and more. Our solution eliminates the need to invest in multiple products, integrations, complex setups for testing and costly programming. It dovetails effectively with ILINX RPA to update multiple systems and expedite decision making and initiatives across multiple departments without requiring human interaction.

Customer Information & Transaction Efficiencies for Banking—Boost Your Bottom Line (part 1 of 6)

Customer Self-Service

In today’s competitive financial services industry, maximizing your productivity is not a choice—it’s essential to be competitive and meet regulations. By optimizing the value of your data and documents across business processes, you will attract new customers, keep them longer and know how to service them better. It goes without saying that an active and happy customer base will help you maximize wallet share—a more efficient way to boost revenue than converting a net new customer.


Ingest and Process Secure Data, Documents and Payments Real-Time During Customer Transactions


In an effort to better serve customers, financial services companies are expanding online services, from new account openings to loan applications and everything in between. Secure web forms and capture of information play a big role in this process. Providing secure access for customers to submit data, documents and payments from any device—desktop computer, laptop, tablet, smartphone, or even a kiosk—is essential.

Better customer experience

Customers now expect the convenience of 24/7 services at their fingertips, anywhere, anytime. Providing the ability to initiate and have their transaction processed quicker will improve loyalty so your customers stick around and become your best advocates. 

Respond quicker to any request

A financial services organization requires complete information that is secure, timely, complete and accurate. By doing so, you enable the back office to process requests more quickly, make better decisions and lock down opportunities faster.

Increase up-sell and cross-sell opportunity


Each interaction will allow you to find out where a customer's needs intersect with your offerings, increasing customer lifetime value and customer share-of-wallet.

Use analytics to know your customers better


Gain visibility into your processes to see where you can streamline to better serve your customer base.

Self-service reduces labor requirements


The fewer employees required to complete a transaction translates to process efficiency. By enabling secure automation through customer self-service, you’ll have happier customers and more profit.

Standardize formats and data management


Bring data into a common format to allow collaborative research, large-scale analytics, and sharing of sophisticated tools.

Mitigate risk through compliance


Enforce "Know Your Customer" (KYC) and other regulations through online interactions that require identity verification, provide deeper understanding of customer activity, and ongoing monitoring.

Strategically leverage customer content

Regardless of source, type or orientation, extracted content can be leveraged through workflow, RPA and analytics to make better informed business decisions. This valuable data, flowing through a powerful workflow, can trigger transaction and predictive analysis.

The controlled collection of information will allow you to take advantage of these benefits

Learn how you can automate your customer transactions using a secure web form to capture data and documents. Enable customers to initiate transactions, from account openings to mortgage applications, upload supporting documents, have visibility into the status and automatically get notifications. With this flexible solution, ILINX eForms, ILINX Capture and ILINX Capture Workflow and work seamlessly together to automate transaction processing for faster throughput and happier customers. Additionally, ILINX RPA and ILINX Analytics will help inform strategic business decisions and initiatives.

Check out the 5 other posts in this series:
Extend Online Invoice Upload Capabilities to Business Partners
Advanced Automation and Robotics Process Automation (RPA) Maximize Efficiencies
Integrate Data from All Systems to Optimize Business Process Management (BPM)
Control the Flow of Information and Access to Manage Risk and Identify Problems
Meet compliance and regulatory policies to mitigate risk of litigation

RPA Solution at Call Center Improves Service and Pays for Itself in a Year

Technology leaders are jumping on the Robotics Process Automation (RPA) technology bandwagon for good reason. It yields tremendous value in a myriad of business and industry sectors. RPA automates repetitive manual tasks performed by human workers, so their time can be used in higher value responsibilities. Because manual actions occur in so many different business processes, RPA is one of the most rapidly expanding technologies today.

Common business processes that can benefit from the use of RPA technology include, but are certainly not limited to:

  • Customer or employee onboarding
  • Regulatory compliance reporting
  • Order scheduling & tracking of shipments
  • Loan application opening
  • Credit collections
  • Shipment load research

High Adoption Rate Driven Is by the Bottom Line and Top-Notch Service

Two primary factors are driving the demand and embrace of RPA: tremendous ROI and improved quality of service. Typically, investment costs can be recouped in a very short amount of time—often just a few months—while ongoing savings can be substantial. RPA allows you to process disputes faster and more accurately, 24x7x365.

One global IT company estimates that 62% of customers will consider switching to a competitor after only one or two unpleasant experiences. Besides saving taxpayer money, even government agencies need to supply great customer service through speed and accessibility. Think about USPS, who now competes head to head with UPS and FedEx for shipping services.

The Call Center—An Ideal Setting to Leverage RPA

For the purpose of this blog, let’s take the case of a large multi-national financial institution (we’ll call them $-Corp) with a customer service call center operation. They employ hundreds of Customer Service Representatives (CSRs), spanning multiple countries. As with many large corporate environments, call centers typically utilize several systems in their day to day business. These generally include a CRM system. Often, the CRM will interface with to pass data to and/or require data be passed back by ERP systems and/or other Line of Business (LOB) systems. Any of these systems may be commercial-off-the-shelf (COTS) applications or custom applications developed in house. Further, these systems may or may not have Application Programming Interfaces (API’s) that allow for easy back end integration.

In this case, customers call into the $-Corp Call Center to dispute items on their financial records. Typically, customers will send in supporting documentation for their disputes. As with all high-volume transaction environments, CSR’s work to process as many transactions per day as possible. Every keystroke and mouse click is measured. These actions relate to Average Call Handling time, which directly translates to cost of operations. Thus, $-Corp Call Center is a prime process candidate for reducing costs and improving the Average Call Handling time.

Repetitive Tasks Peppered Throughout Workflow

$-Corp Call Center utilizes a fully automated business process workflow to address the core functional requirements of their operations. Processing disputes involves repetitive tasks that must happen on every single transaction. Prior to harnessing the power of RPA, CSRs manually keyed dispute information into two systems: the CRM system (in this case Salesforce) and on multiple screens of a LOB application that is the system of record (Customer Dispute Information System, or CDIS). Although this aging technology and will be replaced with a proper CRM system at some point in the future, for now, the Call Center must utilize this custom developed front end user interface with an AIX database backend. This is where RPA has provided huge value.

RPA Leverages Existing ECM System

The initial Call Center solution utilizes the Enterprise Content Management system (ECM) infrastructure already in place to automate the processing of supporting documents submitted by the customer. An import utility is used to capture incoming electronic documents from an upload portal on $-Corp’s website and convert them to TIFF files using a format conversion tool. Advanced Capture is used to OCR these documents, as well as scanned paper letters, forms, etc. that are mailed in. Extracted information is then infused as metadata into the workflow process that CSRs use to work through disputes with customers. When the CSR completes a dispute transaction and submits the record into the CDIS system, ILINX automatically passes the data to Salesforce.

Let’s circle back to the repetitive tasks requiring CSRs to manually key information. Since this data has been electronically captured and extracted, RPA agents (or bots) are utilized to update the CRM and LOB systems and monitor the updates for failures. RPA technology takes a push of XML data from a Salesforce dispute record and inserts that data into the various screens in the CDIS interface. It then submits the record and returns transaction information back to Salesforce.

Keystrokes Cost Millions

The manual keying of that information into other systems, like $-Corp CSRs did before the bots took that task, can involve hundreds of keystrokes per case. It can also require specific formatting of the data. RPA addresses data formatting taking existing data from one source and apply it to another source, thus eliminating the possibility of human error when keying. By using RPA to execute the redundant and manual tasks, every single transaction, performed by hundreds of CSRs every day, shaves time off of the Average Call Handling time. In this environment, quickly completed transactions are king. The ROI, estimated by the Call Center staff for this solution, is significant. They expect to recoup the initial investment within year one.

Building Value on Top of Value

The RPA solution alone was a significant benefit to the Call Center operations. Yet, RPA provides exponential value when coupled seamlessly with existing workflows, and associated backend processes: onboarding of electronic and paper content, OCR technology, integrations, etc. These ECM technologies further enhance a comprehensive and PCI compliant solution that is easily scalable as $-Corp continues to grow. Scaling the RPA solution can be as simple as adding additional VDIs or adding additional server resources to the solution to address additional volume.

Because of the successful deployment in the Call Center, $-Corp is currently investigating additional business processes in multiple departments that will benefit from RPA. With such sizable reductions in operational expenses and rapid ROI, they are anxious to find other areas to leverage the RPA capabilities in the ILINX ECM stack to achieve significant information technology wins.

Webform Portals: The Windows to Self-Service

You may be one of the 85% of enterprise decision makers who are racing to integrate digital initiative before falling behind. If so, the ability to allow customer, constituent, vendor and employee self-service on your websites can be one of the fastest ways to minimize back-office processing. Easy to stand up electronic form technology, backed by a powerful workflow engine, can connect people 24x7 on any device in collaborative business processes without paper, PDFs, or re-keying information.
Webform portals move automation to the front end of your business processes and can provide a relatively low-resource vehicle to automate endless processes, from human resources to customer service to accounting to public access. They deliver consistent performance that also supports exception handling. In other words, humans only need to be involved a fraction of the time.

Webform portals integrate form data with any business system

Some of the most substantial value you can achieve from electronic forms is gained through integrations with your existing business systems: line-of-business systems, ERPs, CRMs, Case Management systems (CMS), home-grown systems, and even databases.
Data can be pulled from these systems to auto-fill, validate and correct data in form fields, real-time, helping to ensure complete and accurate data.
Anytime in the process, the submitted data can be pushed to these systems to update records immediately.
Here are some examples that are likely to deliver a quick ROI:

Application Forms 

Smart eForms applications collect field data through a simple but highly functional user interface. It supports signatures, uploading documents, images with annotations, auto-calculation, action-based dynamic sections that expand or collapse, progress bars and pop-up calendars. This type of intelligent webform enables quick user completion while supporting accurate and complete information. From social services to Higher Ed to financial services organizations—any business unit that has to process high volumes of applications as quickly as possible.

Public records requests

The Freedom of Information Act (FOIA) has put the burden on already-strapped government agencies to provide requested information in a timely manner. Likewise, private companies have similar pressure to comply by producing documents or suffer sizable fines. In fact, cottage industries have cropped up that make exorbitant requests that are extremely difficult to fulfill, and thus provide an opportunity to cash in on litigation.
Online webforms enable requests to be processed in a trackable and transparent manner, both for the requestor and the fulfillers. Under the covers, there is sophisticated technology to automate redaction, search, routing and document management, particularly for popular requests. These tools, beginning with the portal, allow organizations to meet compliance without adding resources.

Invoice upload

Accounts payable can be one of the most document-intensive business processes. Although many invoices originate as digital documents or email, their efficiencies can be seriously limited without an efficient way to insert them into your ERP system. An invoice upload portal can provide several advantages, both for the submitting and the receiving organizations. An upload via a portal kicks off a workflow that provides visibility to the status of both invoices in-process and archives. Webform ingested invoices can enter quick, hands-free processing. Benefits include visibility to cash flow and early payment discounts.

Human Resource processes

HR departments can be one of the most process intensive departments, from employee onboarding documentation, leave requests, expense forms, change of name or address, and many more. HR forms exposed on an intranet portal provides 24/7 self-service on any device. Integration with your business applications and databases expedite form filling. Database look-ups can pre-fill, auto correct and validate as the employee is typing. Once submitted, powerful workflow routes for approval, validates data, provides alerts and reminders, and pushes data back to update business systems. 
Improved service to your customers, constituents and employees is the core benefit of front-end automation. Processes that took weeks can be reduced to days or even hours. Lower costs, fast execution, reallocation of workers’ time provide additional advantages. In addition, these benefits can be compounded with cutting edge technologies like machine learning and robotic process automation (RPA). 
With the right product, you can think of portals as the gateway to true automation. Our webform portal solutions utilize the powerful ILINX eForms platform, which provides end-to-end automation that can be extended to many processes.

Let us know if we can provide additional information about how webform portals can enable self-service and move automation to the front of your business processes. Our powerful workflow, and the ability to integrate with almost any business system, sets ILINX eForms apart from other electronic forms solutions. All ILINX software is enterprise ready so it can easily be extended from department to department. Visit our website to learn more about ILINX eForms, request specific information here, or give us a call at 360-943-9273.

5 Components of Smart Electronic Forms (eForms)

The differences in eForms offerings on the market could be compared to phones. You have your basic hard-wired wall unit, your cordless (but hardwired) model and finally, your smartphone—a high powered hand-held computer. They provide the same basic functionality, but one saves you oodles of time, integrates your data and content, and seems to have unlimited applications.

Smart electronic forms, the kind that can provide serious process efficiencies, have 5 essential components.

  1. Integrates form (and the data) with any business system

    Some of the most substantial value you can achieve from electronic forms is gained through integrations with your existing business systems: line-of-business systems, ERPs, CRMs, Case Management systems (CMS), home-grown systems, and even databases.
    Data can be pulled from these systems to auto-fill, validate and correct data in form fields, real-time. Not only does this make the form filling process quicker and easier for the user, but it helps ensure complete and accurate data.
    Anytime in the process, the submitted data can be pushed to these systems to update records immediately.
  2. Robust, transparent workflow

    For a fully automated process, a powerful workflow engine is essential. Features that help expedite processing include automated alerts and reminders. Customizable views for individual users expose only the information necessary, providing a simple and secure approval process.
    In addition, both submitter and business, have visibility to the form as is progresses through the processing cycle.
  3. Feature-rich user interface for quick & complete submittal

    Many eForms applications limit your ability to automate they simply collect field data and then require additional steps for a complete submittal of required information. Items such as signatures, supporting documents, images with annotations, etc. often require additional keying and rekeying, handling and human interference. It’s important to find a platform that provides this full functionality.
    Additionally, look for features such as auto-calculation, action-based dynamic sections that expand or collapse, progress bars and pop-up calendars.
  4. Easy to build and expose

    Who wants to engage IT help every time they need a new form generated? An easy to master, drag-and-drop form builder will put control in the hands of your business unit. You’ll gain huge benefit by being able to edit current forms and create new ones to automate any process.
    Once created, whether serving customers, constituents or employees, your forms should be available anywhere: public websites, portals, intranet sites or line-of -business systems. They should be responsive, so they’ll display perfectly any device, desktop to smartphone. Really smart eForms allow you to fill offline and sync for universal access.
  5. Control over form and final document appearance

    Forms you expose on public and internal sites should reflect your brand, from logo to corporate colors and fonts. Look for a platform that provides that options for appearance.
    More importantly, the simplified form in the fillable state should be able to be converted to any format you require. For example, the simple, dynamic eForms we created for courtroom processes maps the data to a state mandated forms for the final archived document.

If you’re vetting electronic form solutions, you’re obviously ready to move past paper. But the capabilities of very few eForms platforms run deep and provide end-to-end automation that can be extended to many processes. Do your homework. You don’t want to invest in a touch-tone, wall-mounted model in this era of pocket-sized-super-computer phones.

Let us know if we can provide additional information about how smart eForms can maximize efficiencies in your business processes. Visit our website ILINX eForms, request specific information here, or give us a call at 360-943-9273.