Manage claims centrally and process them transparently
Fragmented standalone solutions and manual processes made it difficult to track claims in a regulated environment. Today, a centralized platform consolidates all processes in a structured manner and increases the efficiency of claims processing by 23%.
Initial Situation
The processing of claims arising from breach of contract relied on a number of ad hoc solutions that had evolved over time, as well as manual steps. Data, documents, and processing statuses were recorded and maintained separately. As a result, visibility into ongoing cases was limited.
For a transmission system operator in a regulated environment, this structure led to several operational challenges:
- Significant manual coordination efforts
- Limited transparency regarding decision-making
- Risk of duplicate work
- Strict requirements for auditability, role-based access control, and data protection
The existing structure made it difficult to manage claims consistently throughout the entire processing workflow. The goal was to combine transparency, regulatory compliance, and operational efficiency into a single centralized system.
Customer
Transmission System Operator
Industry
Energy
Challenge
Make opaque claims processes in critical infrastructure centrally manageable and traceable.
Business Value
A 23% increase in efficiency, as well as centralized management and auditability of claims
Procedure
At the outset, the technical and non-functional requirements were identified and structured in collaboration with the business departments. Roles, authorization concepts, and the business process logic were defined and translated into specific use cases.
Based on this, clickable UX prototypes were created to validate user interfaces, navigation structures, and workflows at an early stage. Requirements could be reviewed prior to technical implementation, and the user experience was optimized in a targeted manner.
Building on this, a custom web-based software solution with a modular architecture was developed. Feedback from ongoing use was continuously incorporated into further development, allowing technical and regulatory requirements to be integrated step by step.
Business processes were mapped through clearly defined workflows. Approval steps, automated status changes, and notification and reminder functions support structured processing in day-to-day operations and reduce the need for manual coordination.
The key components of the solution are:
- Clearly defined workflows with approval steps
- Automated status changes, as well as notification and reminder functions
- Centralized data and document storage with structured import
- Integrated document management
- Integration with existing backend systems via standardized interfaces
- Defined testing, release, and maintenance processes
This not only created a technical platform, but also a controllable, audit-proof process system.
Effect During Operation
The company now has a centralized platform that systematically consolidates all requests and provides a transparent overview throughout the entire processing workflow. Status updates, responsibilities, and documents can be viewed and tracked at any time.
The defined workflows guide users securely through the individual processing steps. Automated status updates, notifications, and reports reduce coordination efforts and prevent duplicate work. Tasks and deadlines are supported by the system, significantly reducing the need for manual coordination.
These measures increased efficiency in claim processing by 23%. At the same time, the solution meets high standards for auditability and role-based access control: decisions are documented, processes are traceable, and data is consistently available.
For a transmission system operator, this means: greater transparency in regulated processes, increased control across system boundaries, and a robust foundation for audit-proof decisions within a critical infrastructure.
The application is firmly established in production and is continuously being further developed.